Shipping and Returns
Processing Times
Orders take 1-2 business days to process after placing the order before shipping out.
Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please contact us at info@leefyorganics.com to arrange your return ahead of time.
Returns sent back without prior email notification will not be accepted.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
2-day shipping:
Orders take 1-2 business days to process at the fulfillment center, and 2 business days to ship.
Lost in transit:
Domestic orders- if the order has not been delivered and the tracking number has not updated for 20 days we can file a lost in transit claim. 20 days must pass before we are able to file a claim and process a refund or replacement.
International - if the order has not been delivered and the tracking number has not updated for 30 days we can file a lost in transit claim. 30 days must pass before we are able to file a claim and process a refund or replacement.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please send us an email at info@leefyorganics.com
Shipping
Orders are shipped during business days, except holidays. Your order will typically ship within two business days of your order being placed.
International Shipping
International shipping is available, but custom fees and VAT may apply. Contact us for the details!
After 48 hours has passed from an estimated delivery date given from the carrier, and no delivery or update has been made, Route will consider the order to be "lost" and assist with next steps.
Invalid address or delivery barriers
Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender/retailer. The customer’s package is not actually lost, thus Route does not cover this. In instances where the item is being returned to the sender and is reusable, customers will be referred to the retailer.
The exception is retailers that ship perishable items (e.g. food, a mattress that cannot be reused).
Only part of the order delivered
If the customer ordered several items in one package but only part of the order arrived and there is no evidence of tampering, Route does not cover the order issue. The customer will be referred to the retailer.
If a single order is being shipped in multiple packages and one package does not arrive, Route will cover the order issue and reorder or refund the value of the undelivered package.
If the retailer forgets to ship an item from the customer’s order, the customer needs to reach out to the retailer to have the missing items fulfilled.
Packages labeled "return to sender"
Route does not cover packages labeled return to sender because the order has been sent back to the retailer. Items are returned to sender when a customer provides an invalid or undeliverable address or refuses a delivery.
At our discretion, we may cover the order issue if the returned item is perishable or if the retailer is unable to reuse it.*
Route covers the customer’s order if the package gets lost in-transit back to the sender.*
*Please note: Route Package Protection timeframes for filing apply.
Order stuck in customs
Route cannot cover when a customer’s order is stuck in international borders/customs.
The customer’s next step is to pay the customs fees in order to receive the package.
If Route replaces something the customer has already paid customs on, under Route’s discretion, Route can approve and pay customs the second time.
Order marked as unfulfilled or unshipped
If the customer’s order is marked as unfulfilled or unshipped, the order hasn’t been fulfilled yet by the retailer (retailer could be low on inventory of the items, internal delays with the fulfillment center, etc.).
Route does not control how quickly the retailer ships the customer’s order. Route Package Protection is not yet in action because the order has not shipped.
Order issue filed too soon
If the customer is filing an order issue the same day that the package was marked as delivered, at our discretion Route may ask you to wait 5 days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.
Stolen Items Policies
Delivered but Missing Package
Filing a police report
At our discretion, Route may require a police report when the customer’s package is marked as delivered.
If requested, the customer will file the police report and include an explanation that Route is a package protection company, and we have protected the customer’s package that has been stolen. To process the order issue with Route, Route is requiring a police report.
Upon request, Route may require additional documentation such as proof of identity, a notarized statement, address, etc.
Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony
Delivered to wrong address
If the customer input the correct address at checkout and the package was delivered to the wrong address, Route considers this as stolen and we will replace the order on behalf of the customer.
Damaged Items Policies
Damaged Item Arrived
Broken items
If the customer received a broken item and needs to dispose of it (i.e. shattered glass), the customer needs to check their city ordinances and dispose of it properly.
The customer does not need to ship it back to the retailer (unless the retailer indicates otherwise).
Damaged items
A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.
Route does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items.
Route requires further evidence of the customer’s damaged item (i.e. more photos, videos, etc.).
Subscription items
For existing subscriptions where your customers have purchased Route Package Protection, if any of your customer's items in the subscription were lost, stolen, or damaged in transit and can be purchased individually, Route will reorder them. If the items cannot be purchased, then Route will refund the items.
Route cannot reorder and create an entirely new subscription because Route would be paying for the customer's monthly subscription.
Customized items
Route cannot reorder customized items for the customer because of the additional liability of ordering the customer’s custom item incorrectly. Route can offer a refund instead.
Out of stock
Route does not have visibility to the retailer’s inventory, or details into when the retailer will have the customer’s item back in stock.
Route can offer the customer a refund for the item that is out of stock. The customer can always use that refund to order the item when it’s back in stock.
Input wrong address
The customer needs to reach out to the retailer to remedy the incorrect address.
Quality control
If the customer is unsatisfied with their product, Route is not a product replacement plan and the order issue cannot be approved.
The customer needs to reach out to the retailer. This request may be covered under the retailer’s return policy.
Too late to file
Route can action an order issue that is filed within the bounds of our domestic/international timeline policy. If an order issue is filed outside of this timeline, Route will deny the order issue according to these policies:
- Order issues for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises."
- Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the scheduled delivery date for United States domestic shipments (20 days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the 7 day domestic shipment timeline applies) and within 30 days from the last checkpoint.
If the customer’s package is delayed for whatever reason, Route will not cover it.
Carriers update their website with expected delays due to inclement weather or other barriers to expected delivery.
If the customer paid for expedited shipping but the package arrives outside of the expected window, Route will not cover it.
Payment installment companies
For payment installments (Sezzle, Afterpay, etc.), it is the customer’s responsibility to pay the payment installment company directly.
Once Route refunds the customer for their order, the customer must pay their installments to the payment installment company directly.
No tracking information
Route reserves the right to deny order issues where no tracking number/information is available. In these instances, Route will reach out to the retailer to see if one can be provided.
Package in Pre-Shipment
Route reserves the right to deny order issues where package tracking is marked as "pre-shipment".
Non-sanctioned shipping address
Route is based in the United States of America. Due to shipping policies in the US, Route will not cover issues shipped to countries that are sanctioned by the US. List available here
Closed order issues
If a customer does not respond within 5 days, Route will automatically close the order issues. Customers can open the order issues back up by responding to the original thread.
Didn't want Route
If the customer’s package has not shipped, Route can refund the Route premium.
If the item has shipped, Route is already protecting the package and cannot refund the customer.
Checkout requires ID verification
Route doesn’t upload our employee’s proof of ID to replace the customer’s order.
If the customer ordered from a store that requires the extra ID verification step, Route can offer the customer a refund instead to protect each party’s identity.
Route automatically connects to everything you’ve ordered from all your favorite retailers while allowing you to visually track your packages, anytime, anywhere. Add Route Package Protection at checkout with partnered merchants and unlock full package protection and seamless resolution for order issues.
Download the Route app for iOS on the Apple App Store.
Download the Route app for Android on the Google Play Store
What info do you gather, and how do you use my data?
Route uses delivery and order information to provide as much detail as possible regarding your order. To do this, Route parses your emails to collect order information such as tracking numbers, carrier names, and product info. We employ multiple layers of security to protect and secure customer data.
Note: Route's use of information received from Google APIs will adhere to Google API Services User Data Policy, including the Limited Use requirements.”
How do I report an Order Issue to get a replacement or a refund?
Click here!
Note: We refund the cost of the item(s) alone when approved. Shipping costs, taxes, and the Route premium are not included. Route also does not pay custom/duty fees.
How can I track my deliveries on the Route Mobile App?
You can view your deliveries in the Route mobile app to get a real-time view of where all of your packages are. On the MAP screen, you can swipe through cards or zoom into the map to see where packages are in-transit. Tap on a card to open up the Order Details page. You can also see a list view of all your packages on the Orders screen. From there, you can tap on orders to see the order details which will provide info around where your order is in transit.
Download the Route app for iOS on the Apple App Store.
Download the Route app for Android on the Google Play Store.