Shipping

Where is my order?

Like most retailers, we are currently experiencing widespread carrier delays due to the increased volume in shipping. This, unfortunately, causes severe backlog, and carriers haven’t been able to process orders as quickly as usual.

Reaching out directly to the carrier is the fastest way to find the order's status or resolve any issues.

UPS may notify you of an upcoming delivery, however, if the carrier is unable to complete the delivery on the stated day, the status will update and a new email will release the next business day.

What is your shipping timeframe?

*All shipping timelines begin once the carrier has received the package.

Shipping timeframes within the domestic US:

Standard: 5-8 business days*

Expedited: 2-4 business days*

Next Business Day: 1 business day*^

^Our fulfillment center is located in PA, which affects the cut off for when orders are placed. Orders placed after 10 am EST are not guaranteed pick up until the next business day. Orders placed after 10 am EST on Friday may not be picked up until Monday, meaning a Tuesday delivery falls within the Next Business Day timeframe.

Shipping timeframes for international orders:

Shipping times for international orders are unpredictable due to the customs inspection process.

Please note that import duties, taxes, and additional fees (when applicable) on international shipments are not included in the initial purchase and are the responsibility of the customer.

If refusal to pay results in the package being returned, returning shipping fees may be deducted from the amount that's refunded.

Do you ship internationally?

We are currently limited to the United States, United Kingdom, Germany, Australia, Mexico, and Canada.
You can stay informed by signing up for emails through our website, or you can follow us on Instagram, Facebook, Twitter, TikTok, and LinkedIn where we will announce if we are able to expand!

What is a Customs Hold?

A Customs Hold is when the package is held at customs due to duties that are owed. If this occurs, the agency will reach out via email or upon delivery, to collect the additional fees.

Any communication regarding payment will be handled directly with the carrier, not with TB12. However, we do recommend double checking that the carrier contacting you for additional payment is in fact the carrier handling your package. If you are unsure, you can contact us at [email protected] for further assistance.

If you do not want to pay the additional fees, you can reject the shipment. If you decide to reject the order. However, please note if TB12 is assessed duties in association with your return(s), these duties will be deducted from the amount of your refund.

Why is my order stuck in one location? Or,

Why does my order have multiple tracking numbers?

We are seeing more carriers work together and hand off packages to help deliver orders faster.

We understand that carrier transfers can be confusing. Sometimes during these carrier transfers, the tracking information takes time to update while the package is being handed off to another carrier. Don't worry, the order is still en route to you while the tracking is delayed in updating.

Usually, your tracking number will remain the same, but sometimes, you may need to look for an additional link provided. This information will be given on the tracking page of the original tracking link.

Different carriers can affect where the location of your package is delivered. For example, if UPS handles the package initially, tracking information will begin on their website, but they may pass the item to USPS for the final stages of delivery, which means the package may be placed in your mailbox (a place where UPS cannot deliver), but UPS will still send the final "delivered" notification, even though USPS has completed this task.

My orders marked as "Delivered" but I cannot locate it.

Sometimes shipping companies are sending delivery notifications a few days early and your order may arrive within the next couple of days.

We've also received reports of packages being left at other entrances, garages, mailroom/reception area, and (unfortunately) your neighbor's door. Please check any of these locations to see if the package has been delivered there.

If your delivery location states a "Parcel Locker", this is usually a unit within a community building, mailboxes, or another location that is locked and secured for residents.

If you opted-in to Route Package Protection:

Please allow up to 5 business days after the delivery notification to file a claim. Due to some companies sending delivery notifications early.

What is Route Package Protection?

TB12 utilizes Route, which is a shipping insurance company that covers packages that are lost, stolen, or damaged in transit. Route will be your best and fastest resource to make certain that you will receive your replacement products or a refund.

When placing an order through our website, you can opt in or out of Route Package Protection on the shipping page during checkout.

Can I opt out of Route Package Protection?

If you do not want to have Route Package Protection applied to your order you can opt out of this feature on the "Shipping" stage of checkout.

Sometimes, using third-party payment processors such as Shop Pay, Apple Pay, or Paypal, can skip this page. If this occurs, all you have to do is select the "Cart" tab once in checkout and remove Route Package Protection from your cart.

*Remember, if this option is removed, we may not be able to replace or refund any lost, stolen, or damaged orders.

I purchased Route and need to file a claim.

To ensure your issue is resolved as quickly as possible, we recommend filing a claim with Route directly, either through the Route mobile app (iOS or Android), or by going to claims.route.com. Once filed, a Route representative will reach out in the next 24-48 hours to help resolve your issue.

I completed my order and intended to opt-out of Route Package Protection but forgot.

No worries, contact our Client Support Team at [email protected] and we will remove and refund your Route Package Protection.