Our shipping is 100% free over $39 to anywhere in the U.S. or any APO/FPO (and only $9 below $39!). We hand assemble our care packages, and endeavor to ship them within 2 business days of your order. On rare occasions, given our volume, it can take up to 4 business days to build a care package. But rest assured, any delay is because of the love we put into each package--we don't do anything halfway!
Everything is shipped via 2-day Priority Mail, so it gets there on a plane as quickly as possible. We guarantee we get it to your service member in the fastest possible way: that's how well we know the military shipping system. Despite this guarantee, please understand that shipping to a war zone is inherently unpredictable, and although it takes two days to arrive with the military, it then takes days or weeks more to actually make it into the hands of your Hero. This is because the military often reroutes packages for operational reasons. We ask that you be understanding: the mission comes first!
Returns: 110% Money-Back Guarantee
Our return policy is simple: if you are not 100% satisfied, we will credit you 110% of the purchase price and the service member can keep the package for free. (We do not accept returns, because that just means more work for the service member.) Our generous policy is part of our commitment to serving the Heroes who serve our country every day. No gimmicks or paperwork, no having to ask your recipient to mail the care package back to us. Just a new (and up-to-standards!) care package out the door to your Hero, or 110% money back. We'll process any replacement care package within 72 hours, or process a return within 5 business days.
If the care package is lost after we ship (either at the unit, or during delivery) we offer optional best-in-class insurance on each package, but the 110% money-back guarantee does not apply to packages lost through no fault of our own.
Example 1: Your package ships, but it arrives with your service member and the care package is not up to our high standards. Simply send us a note and we'll apply the 110% guarantee.
Example 2: You purchase a care package without the optional insurance. It ships, but the post office loses it. Because the 110% guarantee does not apply to a lost care package (after all, we can't control the USPS drivers!), we will not issue a refund.
Example 3: You purchase a care package with Route insurance. It ships, but the post office loses it. Simply alert Route for a full refund of your purchase price. We'll even cover the cost of shipping, since we never charge you for that!
Still have questions? Send us an email: email@example.com.