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FAQs

Ordering

Can Someone Take My Order Over The Phone?

Unfortunately, we do not have the staff to accommodate orders by phone, but we think you’ll find our online ordering system fairly easy to use. Simply click order from the menu at the top of the page and add your product to the cart. To view your cart and proceed to checkout, simply click the cart icon at the top right hand corner of the page.

I don't need that much fruit. Why can't I order a smaller box?

Shipping fruit is expensive due to the bulk and weight, and we’d still have to charge the same amount to ship a smaller box. We’d rather give you the bang for your buck! If it’s too much fruit, we’re pretty sure the extra pieces will put a smile on a friend’s face.

How Much Will Shipping Cost?

To  calculate shipping, navigate to your cart and scroll down. Below the subtotal, you will see the option to calculate shipping. Click calculate shipping, and enter your state & zip code, then click update totals. Flat rate included means there is not an additional shipping fee.

I’m Ordering Several Boxes. Can I Ship to Multiple Addresses?

You sure can! Click set multiple addresses at the top right of the checkout page.

This Is a Gift. Can I Send a Note With the Order?

Absolutely! You can include your gift message in the notes section of the checkout page.

Shipping

What carrier do you use?

We ship via FedEx ground.

How soon will my order be shipped?

We ship Mon-Fri. Orders received after 12pm will be shipped on the next shipping day.

Where is My Order?

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download  Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

Problems with your order

Is My Order Insured?

Yes! We’ve partnered with Route to insure every single order against loss, damage and theft.

How Does Route Work?

If your order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.

Need to file a claim?  File here

How Does Route Process Refunds or Reorders?

Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included for merchants who do not have Automatic Issue Resolution (AIR), also known as Resolution via Platform (RVP). 

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping and taxes.

When Should I File a Claim?

Marked As Delivered (Stolen)

  • Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered.
  • In some cases, the Route Support team may require a police report before moving forward with an order issue.

Stuck In Transit (Lost)

  • For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
  • For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.

Damaged

  • Claims for damaged items requirephotos of the packaging and item(s) and must be filed no later than 30 calendar days from when it was marked delivered.

All of Route’s policies are listed here

What if My Order Never Arrives or is Stolen?

If your order has not arrived, please file a claim with Route here.

What if My Order Arrives Spoiled?

We take every precaution to make sure this doesn’t happen, but sometimes perishable products perish in transit. If your fruit has spoiled in transit, please take photos of the spoiled fruit and the packaging it arrived in to include in your claim when filing.

You can file a claim with Route here.

What if My Order Arrives Damaged?

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.

You can file a claim with Route here.

How Do I File a Claim for my Lost, Damaged, or Stolen Order?

You can file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here

What are Route’s Terms and Conditions?

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

Is Route a Licensed Insurance Company?

While Route itself is not an insurance company, Route provides access to shipping insurance. It does this through its entity, Safe Order Solutions, which is licensed to sell the shipping insurance issued by Seg Insurance Ltd. This makes Route’s Protect product legal and compliant for brands to offer as shipping insurance to their customers.

What is Route and Green Package Protection?

Route’s Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. We’re providing Green Package Protection to each order free of charge.

Every time you add Green Package Protection to your order, Route donates to support an
agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem.

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here

What is Carbon Neutral Shipping?

Route is covering the cost to neutralize shipping emissions for all orders that are purchased through our site at no additional cost to you. “Green Package Protection” Shipping includes package protection, with the additional benefit that your shipment is carbon neutral.

How does Green Package Protection/Carbon Neutral Shipping work?

Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.