Route provides protection for shipments that are lost, broken, or stolen.
Add Route to your cart at checkout to enable protection.
Visit route.com to learn more.
We are committed to excellence, and the full satisfaction of our customers. We proudly offer shipping services by partnering with third party service providers. Be assured we are doing everything in our power to get your order to you as soon as possible. Please consider any holidays that might impact delivery times.
1. PROCESSING TIME
Provided the products you purchased are in stock, orders received Monday through Friday, are generally processed within 72 hours. Orders placed on Saturdays, Sundays and holidays will begin processing the following business day. Once an order is processed, the shipping method you chose will determine when you receive your order. Shipping times are approximate and should be calculated from the time you receive shipment notification and not from the time you place your order.
2. SHIPPING
All orders for our products are processed and shipped out in 5-7 business days. Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in the shipment of your order, we will contact you via email. Kindly note that we only offer free shipping for orders above $150 that are shipping to the continental US.
3. WRONG ADDRESS DISCLAIMER
It is the responsibility of the customers to make sure that the shipping address entered is correct. We do our best to speed up processing and shipping time, so there is always a small window to correct an incorrect shipping address.
4. LOST/STOLEN PACKAGES
We are not responsible for lost or stolen packages. We highly recommend keeping Route Protection on your order. Route protection is automatically added to all orders to protect the customer if your package was to be lost, stolen or damaged in transit.
If you so choose to remove Route and your tracking information states that your package was delivered to your address and you have not received it, please report to the local authorities. By removing Route Protection, you accept all liability for a lost or stolen package, as that is our shipping insurance and is automatically applied to your order at checkout.
5. RETURN & EXCHANGE POLICY
RETURNS:
Store Credit Only – No Refunds
As a small, family-owned business with a carefully curated inventory, we only provide returns in the form of store credit and do not issue refunds to the original payment method.
We want you to love what you ordered, but if it doesn’t meet your expectations, we’re here to help!
How to Initiate a Return:
Contact us at support@shopatlasgrey.com within 7 days of receiving your order.
Provide the following details in your email:
-The name used to place the order
-Your order number
-The email address associated with the order
Eligibility Requirements:
-Items must be unworn, unused, and in the same condition as when received. This means no stains, rips, odors, pet hair, or other signs of wear.
-Original tags must be on the item/items.
Once your return is approved and the item is received, we’ll issue store credit for the value of the item (excluding shipping costs) to the email address provided.
EXCHANGES:
If you’d like to exchange an item, please reach out to us at support@shopatlasgrey.com within 7 days of receiving your order.
How to Request an Exchange - Send us an email with the following information:
- The name on the order
- The order number
- The email associated with the purchase
EXCHANGE PROCESS:
Due to our small-batch production, we recommend purchasing the new item you’d like from our website to guarantee its availability. Once we receive your returned item, we’ll issue a store credit for the value of the returned item (excluding shipping fees).
ADDITIONAL INFORMATION:
-Shipping fees are not reimbursed.
-Customers are responsible for covering the cost of return shipping.
-Shop Atlas Grey is not responsible for packages lost or stolen during the return shipment process.
-Shipping fees are not reimbursed unless an error was made on our end.
FINAL SALE ITEMS:
Items purchased on sale, at a discounted price, or marked as “final sale” are not eligible for returns or exchanges.
The following holiday items are also final sale (Easter, Christmas, Channukah, Valentines Day, Halloween, 4th of July).
6. CUSTOMS, DUTIES AND TAXES
We are not responsible for any customs and taxes applied to your order. All fees imposed are the responsibility of the customer (tariffs, taxes, etc.).
