Q: How much does shipping cost?
A: If the items in your order surpass $199 USD, we ship for free within Canada and the US! Otherwise, shipping costs can vary wildly from address to address. If you enter your shipping information during the checkout process, the website will list shipping options and prices for your address without charging you anything.
Q: When will my order ship?
A: Most shipments take 1-2 business days to leave our warehouse from the date the order is placed.
Q: When will my order be delivered?
A: Shipping to most US addresses takes about 4-7 days. International shipping is more difficult to predict. Once your order has shipped, the courier will estimate a delivery date you can find on their tracking page.
Q: Why can’t I find my country in the list when checking out?
A: It is possible that we don’t ship directly to your area. Please check out our “Dealers” page for a list of our distributors across the world so you can find one closer to home.
Q: Why is there a signature confirmation requested for delivery of my package?
A: If the items in your order are worth $300 USD or more, and you opt out of using Route Package Protection, we require a signature upon delivery. In the age of porch pirates, we just want to be sure that you receive your order. If your order total is $300 USD or more and you’d like to avoid this requirement, you can opt to use Route Package Protection for a small percentage of what the items in your order cost.
Q: What is Route Package Protection and why would I want to use it?
A: Route Package Protection is package insurance. It ensures, for a small percentage of what the items in your order cost, that if your package goes missing, arrives damaged, or is stolen, they’ve got you covered. Follow this link for more information on Route: https://camel-adv.com/pages/route-faq
Q: I received an email saying that my order has shipped. Why hasn’t my tracking updated yet?
A: We ship US bound parcels with a third-party. They bring our shipments across the border each night and packages are then shipped out from Montana. It saves a ton of time in customs resulting in faster delivery, but puts a small delay between the parcel actually leaving our warehouse and the first courier scan. Please allow 24-48 hours between the shipping confirmation email and a tracking update. If for some reason it has been longer than 48 hours, you may email email@example.com to inquire.
Tracking for Canadian or international parcels should update almost immediately upon courier pick-up, but sometimes they don’t get scanned in until the following day.
Q: My tracking says my package has been delivered, but it is not here. Where is it?
A: This typically means that the package has been scanned as delivered prematurely, or has been delivered to a neighbour/coworker. Most often the package appears within a couple of days. If 5 or more days have passed, please email firstname.lastname@example.org to follow- up.
Q: My package is missing or has arrived damaged, what can I do?
A: If your package was protected by Route, have no fear! They will readily generate a replacement order OR issue a refund in the event that you no longer want the items. You can file a claim via this link: https://claims.route.com/
If you find that you need guidance during this process, the Route support team is very helpful, or you can email email@example.com with questions or concerns.
Q: I placed two or three separate orders - can I merge them to save on shipping?
A: Let us know via email (firstname.lastname@example.org) as soon as possible and we will do our best to see to it that we merge your orders before they ship.
Q: My order is over $199 and it is not triggering the free shipping (in Canada & USA) option. Why not?
A: There are a few reasons why the free shipping within Canada and the US might not be available as an option. It is important to note that the threshold is in USD. If you are shopping in CAD, the total for the items must be equivalent to $199 USD. The total also must be reached by the products in the order, before shipping and insurance. Apparel also does not count towards this total as it is shipped via fulfillment centres rather than from our main warehouse.
*NOTE: In the event that there is something wrong with your order, (ie. missing or incorrect items, damage, defect, etc), please get in contact with us immediately, no later than 30 days from delivery of the order.