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FAQs

Common Questions

  • We distribute through Gourmet Foods International nationwide, Rainforest in the Southeast and East Coast, and Wholly Cow in South Carolina. We do not ship wholesale directly.

  • If you've ordered directly from us, your package is protected by Route-- on us!! 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

  • If you need help with an order shipped via Goldbelly, click here to contact their customer service team. We are sorry, but we do not have access to their customer files.

  • We're sorry, but at this time we are not taking on any custom projects or events.

  • While we work with very strict allergen control systems, we do use tree nuts, soy, dairy, wheat, sesame and coconut in some products. We also use ingredients that are processed in facilities that use the above ingredients. As we are not an allergen-free facility, we cannot recommend anyone with severe allergies consume our products.

  • For the time being, no. But we'd love to turn the wacky world of Life Raft Treats® into reality one day soon!

  • Aurelien Couput took the amazing peach photo on the home page. Jonathan Boncek took the Hungry Dad photo on the home page slideshow. All the other photos are by the incredible awesome Andrew Thomas Lee.

  • We are working like really working on getting our peach bombes, key lime tennis balls, hungry dad dinners, hot dogs, and cookies + cream haunted dolls back out in the world. Stay tuned please!!

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Shipping and Returns

  • We ship on Mondays, Tuesdays and Wednesdays, subject to change due to federal holidays. You can pick a shipping date up to 9 weeks in advance or order for the next available shipping day. Orders close at 12 pm CST for the next shipping date.

    Your order will be delivered to you within 3 days from your shipping date. If you have the luck of living close to one of our frozen dispatch sites, you will receive your order faster. Please check the tracking you receive from us to make sure you are ready for it!

  • Our ice cream is expertly packed and shipped from three different specialized frozen shipping hubs that cover the contiguous 48 states. (Sorry Alaska and Hawaii friends!) All orders placed directly with us will be delivered within 3 days from your chosen shipping date. Our shipper will provide confirmation and a tracking number.

  • Rest easy, if you've ordered directly from us, your purchase includes protection with Route!

    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. 

    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.

    Stuck In Transit (Lost)

    • For domestic orders, claims will be reviewed no earlier than 7 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 require photos 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 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 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.

  • If your package is lost, stolen or destroyed, you're covered for a reshipment with Route Package Protection.

    What is Route Package Protection?
    Route's 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.  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 Package Protection to each order free of charge. 

    Looking to file a shipping issue online? File here

    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. 

    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.

    Stuck In Transit (Lost)

    • For domestic orders, claims will be reviewed no earlier than 7 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 require photos 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 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 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.