FAQs
So, what does beard oil do?
Glad you asked! Our beard oil was crafted to 1) soften the beard, 2) restore health to the beard and skin beneath, 3) be an alternative to using heavier balms, waxes, petroleum jelly or lotions loaded with all kinds of stuff you wouldn’t want to pile on your face, 4) provide a subtle masculine scent for you and anyone close enough to catch a whiff.
When will my order be shipped?
We aim to have products shipped out within 24-72 hours. Wooden Beard Combs, Deluxe Kits & customer engravings have a 7-10 day production period before shipping due to their handcrafted nature. We will always aim to ship them sooner, but we have this buffer to make sure we honor our quality standard.
Are your oil products mass produced?
No. We make our oils in small batches to ensure that freshness is at its highest potential.
What shipping options do you offer?
We ship all orders via USPS, UPS, and DHL (for international). We use First Class Mail & Priority Mail to ensure tracking and fast delivery. AFTER the product leaves our hands, First Class usually delivers in 2-4 days, Priority mail delivers in 1-3 business.
Do you ship internationally?
Yes, we sure do! Rates vary depending on the country and package weight. In general, international shipping rates via USPS are between $24-$49 for 10-21 day. Some countries can take much longer through USPS, so we generally recommend using our DHL option. Though it costs, more, its is much faster, usually delivering within 3-4 days after it ships.
*Please note that INTERNATIONAL ORDERS may be subject to customs fees upon delivery, enforced as an import tax by the recipient's government. This tax is a sole responsibility of the buyer.
Can I return products?
We hold high regards to the satisfaction of our customers. Products can be returned within 30 days of purchase, with original packaging. Customers are responsible for covering shipping fees for returns, unless it is an error in the order on our behalf.
Items with custom personalized engraving are final sale. If there is a defect in the personalized product, we ask that you send us a photo of the defect. We photograph all personalized work before shipping, and if we find the defect on our image that matches what your photo, we will gladly replace the item or discuss best option if item is sold out.
For international orders: Please note that when you purchase using your country's currency, there is always a chance that the currency exchange rate might fluctuate between the time of purchase and the time of refund. If this happens, the funds you receive back might be at a slightly different amount from what you paid. This is completely out of our control, and for this reason, we recommend paying in US dollars.
-----------------------------------------------------------------------------------------
(**All information below pertains specifically to using the ROUTE tracking & insurance option. If you opt out of Route at checkout, you can still track your package via the USPS link we email you once your order ships.)
What is Route?
We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers a few options to improve the experience:
- Route plus (+)
Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.
Purchased Route+ and need to file a claim? File here
- The Route App (Free)
The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers, dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.
Haven’t downloaded the app yet? Download here
Use to explain general shipping, tracking, and claims questions
Q: Where is my order?
Download Route’s mobile app for iOS from the App Store to visually track your package and receive real-time notifications on its estimated delivery.
Q: What if my order never arrives or is stolen?
A: To protect your order against loss or theft, add Route+ package protection at checkout. When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
Q: What if my order is damaged?
A: To protect your order against damage that occurred during shipping, add Route+ package protection at checkout. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at {YOUR BRAND’S CONTACT INFO} and we will be happy to work with you to remedy the situation.
Q: What do I get when I insure my order with Route+?
A: Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
Q: What are Route’s terms and conditions?
A: Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Q: How do I file a claim for my lost, stolen or damaged order?
A: If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/ .
Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.
Q: Does Route+ cover stolen items?
A: Yes! When you insure your orders with Route+, stolen items are eligible for reorders or refunds.
Q: Is Route a licensed insurance company?
A: Yes. Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.