FAQs
Our Sustainability Efforts with Eco-frendly Packaging
Product Construction & Repair
Customization
Specific Product Requests
My Account
Placing An Order
Shipping
Returns & Exchanges
Gift, Gift Bags, & Gift Registry
Product Availability
Route FAQ
Our Sustainability Efforts with Eco-frendly Packaging
How are you changing your packaging to be more sustainable?
We want each component of our packaging to be constructed of responsibly sourced
materials whose disposal doesn’t harm the environment. We continually search for eco-friendly
materials, keeping in mind price, breakability and availability. We’ve found some good options, but
are still working to source others. Our goal is that production of 100% of the Willow Tree line will
be in eco-friendly 100% recyclable or compostable packaging by year-end 2024.
What is the biggest change you’re making?
Most noticeably, we want to get rid of the Styrofoam! In the past, we used
styrofoam as a readily accessible and affordable packaging option to prevent the fragile sculptures
from breaking in transit. But we’re smarter now – and focused on replacing that nasty styrofoam!
One small improvement we’ve made is to package our Nativity pieces in pressed Styrofoam. Our hope is
that this is re-used year over year to store your Nativity rather than discarded. Although some
styrofoam is technically recyclable, it‘s not easily collected and therefore ends up in a landfill.
A better improvement we’ve made (to the rest of the line) is converting the protective insert to
paper pulp or cardboard, which allows us to use material consisting of recycled materials that are
easily recyclable at curbside. We started this in 2014, and all NEW pieces since then have paper
pulp or cardboard protective inserts.
Why is the Willow Tree piece I just purchased still packaged in Styrofoam?
Each year we re-package more and more of our existing figures, angels, ornaments
and boxes with recyclable cardboard or paper pulp inserts, but we aren’t able to re-fit existing
inventory of product that’s already in our warehouse or retail stores. So, some product will still
have Styrofoam inserts until new production of that particular piece occurs.
Why do you need the inner polybag?
The inner baggie protects the finish of the figure from scratches during transit.
Willow Tree pieces are hand-painted with water-based paint in thin translucent layers that are
applied and rubbed off to give each piece its distinctive timeless look and appeal. We are now
converting the inner polybag to a biodegradable and compostable PLA cornstarch. After you open your
Willow Tree, the baggie can be put in your home compost (or an industrial composting facility) where
it biodegrades. Cornstarch baggies shouldn’t be disposed of in your recycling bin, as they might
contaminate other recyclables when they biodegrade.
What does the micro-pak do?
The micro-pack protects the sculptures from being damaged by moisture. We are
transitioning to eco-friendly Micro-Pak Dri Clay®, which is made with bentonite clay, a non-toxic,
natural, and widely available material that has been responsibly mined. The kraft paper packaging is
Forest Stewardship (FSC) certified, plastic-free, and will safely biodegrade in a landfill.
What does FSC mean?
FSC stands for “Forest Stewardship Council”. It is a strictly regulated
certification that ensures that paper products marked with the FSC logo are made of responsibly
sourced wood fiber. “FSC audits and certifies forests all over the world to ensure they meet the
highest environmental and social standards.”
Why are the figures made out of resin? Isn’t that plastic?
Our factories use this combination of materials to make resin for the Willow Tree
figures ~51% Calcium Carbonate + ~49% Polyresin The polyresin material consists of 62-71% of
unsaturated polyester + 29-38% of styrene
When we started producing Willow Tree sculptures in 2000, resin was the best material to affordably
and effectively capture each knife mark of Susan Lordi’s original sculptures when compared to
porcelain and other ceramic materials. Resin is also a durable medium that produces a soft matte
texture that defines the look and feel of Willow Tree.
And while resin is not an eco-friendly material, our hope is that the timeless quality of a gift of
Willow Tree will extend the life of each figure—treasured for years to come—instead of being quickly
discarded.
What are the specifics of packaging components and how do I dispose of them?
Recycling information is printed on each Willow Tree box.
- Outer Gift Box: 60%-85% recycled material and printed with soy-based inks. 100% recyclable.
- Paper pulp Insert: 100% recycled material. 100% recyclable.
- Cardboard Insert: 40%-85% recycled material. 100% recyclable.
- Styrofoam Insert: Not recyclable curbside; however, it can be recycled at a specialized facility. Contact local recycling program to find a facility in your area.
- Plastic Wrapping Tape (used only on styrofoam inserts): Not recyclable. Dispose of in waste bin. When possible, remove tape if recycling styrofoam.
- Biodegradable Inner Polybag: PLA Cornstarch; 100% biodegradable and compostable. Compost in home bin; decomposes into water and carbon dioxide. (Do not dispose in Recycle Bin, as it can contaminate other recyclables when biodegrading.)
- Enclosure Sentiment Card: FSC mix materials; printed with soy-based ink. 100% recyclable.
- Vellum Note: 100% FSC recycled materials; printed with soy-based ink. 100% recyclable.
- MicroPak Dri Clay: bentonite clay, a non-toxic, natural, responsibly mined material. Pak paper is Forest Stewardship (FSC) certified and plastic-free. Dispose of in waste bin. 100% biodegrades safely in landfill.
If I have more questions about packaging, or Willow Tree® sustainability efforts, who can I talk to?
You can write us at willowtree@demdaco.com. We’d love to know what you think, and
hear what questions you have. It will help us to keep researching materials and improving what we
do.
PRODUCT CONSTRUCTION & REPAIR
What are Willow Tree® figures made of?
The original of each Willow Tree figure is sculpted and carved by Susan Lordi using a
special
sculpting clay. Susan’s originals are then sent to a factory in China to be cast in resin that exactly
captures
each of her knife marks. The resin is cured, and each piece is individually hand-painted according to her
technique and instructions.
How do I clean my Willow Tree® figures?
Multiple paint colors are applied in thin layers, then rubbed off to produce a Willow
Tree
look and feel. The paint is water-based, so do not use water or a wet cloth to clean figures. Figures are
best
dusted with a dry brush or gentle soft cloth.
Where are Willow Tree® figures made?
Susan Lordi sculpts and carves the original of each Willow Tree piece in her art studio
in
Kansas City, Missouri. Susan’s originals are then sent to a factory in China, where they are cast in resin
that
exactly captures each of her knife marks. There is a lengthy process of quality control to ensure that
casting
and painting techniques are just right for each piece. Susan and the Willow Tree team work directly with the
painters so that the color, finish and style match her original. The reproductions are individually
hand-painted
in China, and the sticker is affixed prior to packaging and shipment. If the piece has ©Susan Lordi with a
date
carved into the back of the piece, then you know you have an authentic Willow Tree.
What’s the best way to repair a broken Willow Tree® figure?
The pieces are made of resin, which can break when dropped. Two-part Epoxy works best.
Try a
very minimal application of Epoxy along the site where the break occurred. That should give you enough time
to
maneuver the pieces into place before it sets.
Do you offer replacement parts?
I’m sorry—we don’t have replacement parts (such as wings, flowers or birds) for broken
pieces.
Can Willow Tree® be displayed outside?
The paint used on all Willow Tree sculptures is water-based and applied in thin layers.
If
exposed to weather, the paint may wear off or streak unevenly, and the color will eventually change and/or
fade.
This might result in its own beautiful patina of time.
What are Willow Tree® figures made of?
The original of each Willow Tree figure is sculpted and carved by Susan Lordi using a
special
sculpting clay. Susan’s originals are then sent to a factory in China to be cast in resin that exactly
captures
each of her knife marks. The resin is cured, and each piece is individually hand-painted according to her
technique and instructions.
How do I clean my Willow Tree® figures?
Multiple paint colors are applied in thin layers, then rubbed off to produce a Willow
Tree
look and feel. The paint is water-based, so do not use water or a wet cloth to clean figures. Figures are
best
dusted with a dry brush or gentle soft cloth.
Where are Willow Tree® figures made?
Susan Lordi sculpts and carves the original of each Willow Tree piece in her art studio
in
Kansas City, Missouri. Susan’s originals are then sent to a factory in China, where they are cast in resin
that
exactly captures each of her knife marks. There is a lengthy process of quality control to ensure that
casting
and painting techniques are just right for each piece. Susan and the Willow Tree team work directly with the
painters so that the color, finish and style match her original. The reproductions are individually
hand-painted
in China, and the sticker is affixed prior to packaging and shipment. If the piece has ©Susan Lordi with a
date
carved into the back of the piece, then you know you have an authentic Willow Tree.
What’s the best way to repair a broken Willow Tree® figure?
The pieces are made of resin, which can break when dropped. Two-part Epoxy works best.
Try a
very minimal application of Epoxy along the site where the break occurred. That should give you enough time
to
maneuver the pieces into place before it sets.
Do you offer replacement parts?
I’m sorry—we don’t have replacement parts (such as wings, flowers or birds) for broken
pieces.
Can Willow Tree® be displayed outside?
The paint used on all Willow Tree sculptures is water-based and applied in thin layers.
If
exposed to weather, the paint may wear off or streak unevenly, and the color will eventually change and/or
fade.
This might result in its own beautiful patina of time.
CUSTOMIZATION
Can I customize a piece with different hair or skin colors?
Unfortunately, Susan is not able to customize Willow Tree pieces to accommodate special
requests for hair or skin color. Most Willow Tree pieces are painted with soft rubbed-off colors, blended
lines and low contrast, which merely suggest hair and skin color.
Can Susan create a custom figure for me, or for my organization?
We regret that Susan cannot create custom figures for individuals or organizations. But
we’re usually able to suggest alternate existing figures or groupings that might capture a similar sentiment
to what’s requested, so write to us and ask anyway. All requests and letters are forwarded to Susan so she
knows what customers want, and what might be missing from the product line.
Can I order a custom Willow Tree® piece that matches my family members?
Susan isn’t able to create a single custom piece that reflects your family, but try
grouping several existing pieces to reflect your unique family personality. Since this is such a popular
request, we’ve created a tab called Create a Family
Grouping with lots of ideas. Watch the video: How to Create a Family
Grouping for helpful tips.
Can Willow Tree pieces be personalized?
Currently, we offer personalization of Musicals,
and two sizes of Personalized
Shelves on which to display your figures. Personalization is a wonderful addition to a gift, making
it special and memorable. Musicals and Shelves can be personalized in your choice of three different fonts,
in your choice of wording. Because personalization is done with a laser engraving tool which permanently
etches your message into the musical or shelf surface, personalized products are not returnable. Discover
More about this exclusive offering.
SPECIFIC PRODUCT REQUESTS
Are there pieces with darker skin tone and hair color?
In carving and painting all Willow Tree sculpture, Susan strives for soft contrast and
blended lines. She uses four skin tones that range from light to dark, while trying to keep the coloration
of all pieces very subtle for universal appeal.
There are many family figures with darker skin tone and hair color—and some come in two skin tone options.
We are Three, You and Me, Brother and Sister, and eight seated
child figures—four girl, four boys. These figures work well in Family Groupings, and can be combined with
other figures to reflect multi-racial and blended families.
There are also several pieces that can be interpreted as ethnically diverse; Courageous Joy, Angel of the Spirit, With Love, Blessings, and Sunshine. These pieces are a celebration of the
diversity in our culture.
Child of my Heart can be interpreted as
bi-racial. This piece was inspired by a friend of Susan’s who is very involved in international adoption, so
the hair and skin color of the mother and baby are different shades (the child has browner skin), which
could imply adoption or racially diverse birth mother and child.
Is there a piece for twin babies? How about older twins?
Two Together is a set of
two separate babies. They are about 6-7 months old, and starting to show personalities. Susan felt a
figurine of just the babies would speak most universally to parents of twins, since it could be
gender-neutral. If you prefer parents with twins, try grouping New Dad with Angel of Mine to show each parent holding
a newborn twin.
For twin girls, try Sisters by Heart. Or
you can pair two of the girl figures such as Spirited Child and Thoughtful Child. Older adult twin
girls might like My sister, my
friend or Heart and Soul.
For twin boys, pair two of the boy figures, such as Inquisitive Child and Caring Child.
For older twin boy/girl, try Heart of Gold + Keepsake, or Brother and Sister, or pair two
seated figures, such as Spirited Child and
Caring Child.
Is there an adoption piece?
Child of my Heart is
intended as an adoption piece, although it can reflect other types of relationships as well. There is a
subtle difference in hair and skin color that could imply that mother and child are not related… it could
also represent a bi-racial mother and child, or a caregiver and child. The sentiment is a love poem from
mother to child, to speak especially to someone who had or was planning to adopt. Child of the World,
Into my life you came, Bringing sun into my life, Making family our name.
Is there a piece for aunts/uncles/godparents?
Willow Tree titles and sentiments allow room for many different types of relationships
and interpretations. Figures that reflect an aunt/niece might be Tenderness, Child of my Heart, Quietly, The Quilt, Chrysalis, Close to me. Figures that reflect godparents
might be Our Gift or We are Three.
Is there a piece about Breast Cancer?
Angel of Courage was introduced in 2001 as a donation piece for breast
cancer research through the Susan G. Komen fund. Both Susan and DEMDACO contributed a portion of the profit
from the sale of each piece. When the donation program with Susan G. Komen expired, Angel of Courage was
discontinued. Due to many customer requests, Susan re-carved and reintroduced Courage in January
2006. The meaning of this piece has expanded from its original expression of triumph over breast cancer to
include innumerable obstacles people face with grace and dignity. Another piece about the supportive
relationships that sustain us as we encounter hardships is Bloom, a figure carrying a bouquet of pink calla
lilies. Journey, Shine, Soar, Butterfly, Courageous Joy and several other pieces
tell an equally compelling story of strength through adversity.
Does Susan create specific cause-marketing pieces as donations to charitable organizations?
Over the years, Susan has created cause-related figures for the Susan G. Komen Foundation
and Children’s Mercy Hospital in Kansas City. Susan, her husband Dennis, and DEMDACO have contributed to
these and other organizations, which has led to similar and continuing contributions to Breast Cancer
foundations and Children’s Hospitals in Canada and England. Susan and Dennis support many cultural, visual
and performing arts organizations in their community of Kansas City. “When I want to be inspired, I may
see contemporary dance, a theatrical performance or an historical art exhibit. It is this integration of
the arts which I so strongly believe in – one discipline feeds the others.”
Do the animals and Three Wisemen fit with all three Nativity collections?
The Three Wisemen, Shepherd and Stable Animals and
Ox & Goat are designed for the classic Willow
Tree® 6-piece Nativity and Crèche. These pieces are designed on a smaller
scale and will look very odd if placed in The
Christmas Story. Conversely, they will be way too large for the small-scale nativity: The Holy Family.
The animals designed specifically for The
Christmas Story are titled Gentle
Animals of the Stable. This three-piece set of donkey and two sheep is proportioned for the
larger-sized 14.5” figures. They fit on the base of the Sanctuary, watching,
warming and protecting. The set of four animals for The Holy Family is scaled to fit the
smaller 7” figure of Mary and Joseph. Titled Sheltering Animals for The
Holy Family, they fit inside and around the Shelter for The Holy Family.
MY ACCOUNT
How do I create a Willow Tree® account?
If you’re a consumer, it’s easy to create a Willow Tree account. Simply Create an Account by entering your
name and email address, and create a password. Each time you visit our website, Sign In to access all your account information, purchase
Willow Tree product, and more.
How do I change my email address?
Once you Sign Into your
Willow Tree account, click Account Settings to update your email address. You can also enter addresses in
your account settings.
Will you share my email address with others?
Your privacy is important to us. Please refer to our Privacy Policy for detailed information.
How do I unsubscribe from your email list?
We send emails about twice a month to let customers know about new product, gift ideas
for occasions and holidays, and offer special promotions. If you no longer wish to receive emails from
Willow Tree, click the Unsubscribe link at the bottom of the last Willow Tree email you received.
What is a wish list?
A Wish List lets you compile favorite Willow Tree products into a list that you can view
later. You will need to create an account and be signed in to activate the Wish List option. When you view a
product you like, click the Add to Wish List button located near the Add to Cart button. Click the Wish List
link in the footer any time you are signed in to view your Wish List. You can easily move products from your
Wish List to your cart for purchase.
PLACING AN ORDER
How do I Buy with Prime?
If you have a PRIME membership and wish to have your selected piece shipped using your two-day, free delivery service via Amazon Prime, then click the Buy with Prime button instead of Add to Cart. You will be directed to your Amazon Prime account where you can complete the transaction. Amazon handles Customer Service and Claims Assistance for Buy with Prime purchases. Note: not all items are available for Buy with Prime. Also excludes personalized items. For more specifics, click here: https://www.amazon.com/b?ie=UTF8&node=115794765011
How do I use a promo code?
You can use a promo code when you are in your Shopping Cart. When prompted during the
checkout process, enter a promo code in the Enter Coupon Code box and click Apply.
How can I check the status of my order?
After you place your order, you will receive an Order Confirmation email. Click on Order
Details in this email to see your Order Summary, which includes details on the status of your order and a
tracking number once your order ships. You can also access your Order Summary directly on willowtree.com. Log into your
account using the Sign In link in the header, then click
on Order History under Order Information.
How do I change or cancel my order after I have submitted it?
Our order-fulfillment and shipping systems are designed to get orders on their way
quickly and efficiently; therefore, we cannot change or cancel an order once it has entered the shipping
process. But we’ll do everything we can to accommodate your request. Please contact our DEMDACO Customer
Care for a Return Authorization Number or product replacement/credit. We are available at 855.544.3226,
Monday through Friday, 8 a.m. to 5 p.m. CST, or by email at customersupport@demdaco.com.
What types of payment do you accept?
We accept Paypal, Amazon Pay, and Visa, MasterCard, Discover, or American Express
credit/debit cards.
When is my credit card charged?
When using Paypal or Amazon Pay, you are charged as soon as the purchase is confirmed.
When using credit cards, your credit card is pre-authorized and your credit card will be charged when your
order is shipped. PLEASE NOTE that the charge will appear on your credit card statement as DEMDACO.
SHIPPING
Where does product ship from?
Our product ships from the Kansas City area, from the DEMDACO distribution center in
Edgerton, KS 66021.
How long will it take for my order to arrive?
Please see Shipping for all our
shipping information, including estimated delivery times and holiday schedules, shipping costs, and payment
information.
Where are my tracking number and shipment details?
Once your order ships, you will receive a Shipping Confirmation Email. Click on Order
Details in this email to see your Order Summary, which includes details on the status of your order and a
tracking number. You can also access your Order Summary directly on willowtree.com. Log into your
account using the Sign In link in the header, then click
on Order History under Order Information.
Can I ship to a different address other than my billing address?
Yes. You will have the opportunity to designate a shipping address different than your
billing address during the checkout process.
Do you offer expedited shipping?
Yes! We offer four different shipping options:
- FedEx Ground: This option is FREE with purchase over $60.
- FedEx 2Day: If ordered by 1:00pm CT, orders should arrive by the second business day by 8:00pm CT.
- FedEx Standard Overnight: If ordered by 10:00am CT, orders should arrive by the second business day by 8:00pm CT.
- USPS Ground: Only used for PO Boxes within the contiguous United States. This option is FREE with purchase over $60
Do you ship to P.O. boxes?
Yes, we offer USPS Ground Shipping to those with PO Boxes in the contiguous United
States. See Shipping for details on delivery time We cannot ship to APO or FPO addresses at this
time. Please see Shipping for all our shipping
information, including estimated delivery times and holiday schedules.
Do you ship internationally?
No, delivery is limited to the 50 United States and we cannot ship to APO or FPO
addresses at this time. Willow Tree is sold online and at many retail locations throughout Canada, Europe
and Australia. Check with our international partners
to find retailers close to you.
RETURNS & EXCHANGES
What’s your return policy?
If you’re not happy with your purchase, we accept returns for a full refund or exchange.
Please see Returns & Exchanges for all
information regarding our return policy.
What if my order is damaged or defective?
We’re sorry to hear you’ve received an item that is damaged or defective! Please contact
DEMDACO Customer Care for a Return Authorization Number and product replacement/credit. We’re available at
855.544.3226, Monday through Friday, 8 a.m. to 5 p.m. CST, or by email at customersupport@demdaco.com.
How long does it take for a credit to be processed?
It takes 7-14 business days to process credit/returns once the product is received.
Please see Returns & Exchanges for all
information regarding product returns, exchanges and refunds.
Can I return Willow Tree product that I received as a gift?
Only items purchased on willowtree.com can be refunded or exchanged by us. Gift bags are
not returnable. Please see Returns & Exchanges
for all information regarding our return policy. Note that you will need information regarding the original
purchase to initiate a return. If you received a Willow Tree product that was purchased at a retailer,
please contact the retailer regarding returns and exchanges.
GIFTS, GIFT BAGS & GIFT REGISTRY
How do I place a gift order? Can I include a message?
Yes to both! You have the opportunity to send your purchase as a gift during the checkout
process. In Your Shopping Cart, select the Add Gift Bag button for options. During the checkout process,
indicate your gift recipient’s name and address for the Shipping Address, then use your address for the
Billing Address.
Do you offer gift-wrapping?
During the checkout process, you can choose to have individual items wrapped in natural
linen Gift Bags with velvet ribbon drawstring for $4.50 each. Please note, gift bags are not available for
all items and are non-returnable.
Do you offer gift cards?
We do not offer gift cards at this time. Please continue to check back for possible
future offers.
Do you have a Willow Tree® Gift Registry?
We do not offer a Gift Registry at this time.
PRODUCT AVAILABILITY
How can I find discontinued pieces?
First, check this website for the item. We carry some pieces that you may have difficulty
finding at retail stores. If we don’t carry it, there are some online retail websites or private parties
through eBay or similar sites that specialize in carrying discontinued product. A web search might uncover
pieces that you are specifically looking for. Buyer beware: Willow Tree does not control the quality,
condition, or cost of discontinued or previously owned product, so take care before purchasing.
Do you have a product catalog?
We have an electronic catalog: My Willow
Tree® Catalog. You can view or download this interactive PDF to identify and keep track of pieces
you own, want, or have given as gifts. This electronic catalog is also a comprehensive history of all Willow
Tree products Susan Lordi has created since 1999, with introduction and discontinue dates.
We currently do not mail a print catalog to consumers. However, a spiral-bound Gift Guide is updated each
year and made available in most retail stores that carry Willow Tree. The Gift Guide suggests currently
available pieces for various occasions, and contains a complete product index with thumbnail photos.
Is all your product available on your website?
Some pieces are pictured on our website, but only available for purchase at specific
SELECT retail locations (this will be indicated on the Product Page). We advise checking our Store Locator
to Find a Store with a
SELECT Retailer designation, and calling first to ask if they carry the product you are looking for.
Also, some Willow Tree products are exclusively available on our website and will not be found at retail
stores. Check Online Exclusives to discover these special products.
How do I find a local retailer who carries Willow Tree®?
Our Find
a Store Locator will help you find a retailer near you. For retailers outside the United States,
click on the link for International
Partners. Or, call us at 855.544.3226, Monday through Friday, 8 a.m. to 5 p.m. CST, or by email at
customersupport@demdaco.com.
How do I become a Willow Tree® retailer?
If you are a store owner interested in carrying Willow Tree product, we invite you to Become a DEMDACO Retailer at demdacoretailers.com. DEMDACO is the official,
exclusive distributor of Willow Tree in the United States. You can also contact CustomerCare at
855.544.3226, Monday through Friday, 8 a.m. to 5 p.m. CST, or by email at customersupport@demdaco.com to find a
Territory Manager in your area.
ROUTE FAQ
What is Route?
Route Protect is a package protection solution
that helps cover you 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. Route Protect can be added during checkout.You can also utilize the Route App to
visually
track all of your online orders in one place and easily file a claim with their team.
Whether you’re tracking via the Route App or online, Route’s real-time
shipping updates keep you in the loop throughout every part of your delivery.
Haven’t downloaded the app yet? Download
here
Purchased Route Protect and looking to file a shipping issue online? File here
Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking
number
will be emailed. You can download Route’s mobile app for iOS or Android to visually track
your package and receive real-time notifications on its estimated delivery. It is not necessary
to download the mobile apps and tracking updates will still be emailed to you. You can still do
tracking through providers website.
How Does Route Work?
If your Route protected 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. Route may ask for photo proof or additional follow-up
for some claims.
Need to file a claim?
Where Can I Find My Route Order Number to File a Claim?
You will only receive a Route order number if you purchased Route Protection.
The order number can be found in the Route protection confirmation email received from Route. It can also be found in your Route account, in the instance that you install their app.
Where Can I Find My Route Email with My Route Order Number?
Confirmation emails from Route are sent from the email address: noreply@mail.route.com.
Route
emails will be sent to the email provided by you at checkout. If you can’t find these
emails in your inbox, double check your spam, and mark Route emails ‘not spam’ to
ensure you receive updates
When Should I File a Claim?
Marked As
Delivered (Stolen)
- Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered.
- Please note, orders over $100 USD will require a police report to be filed by the customer before any resolution can occur.
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 60 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 60 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 15 calendar days from when it was marked delivered.
All of Route’s policies are listed here
How Do I File a Claim for my Lost, Damaged or Stolen Order?
If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your Route ID number and the email address that was attached to the order.
Haven’t downloaded the app yet? Download here
How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs,
taxes
and the Route premium are not included.
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, taxes and Route Shipping Protection.
If you are ever unhappy
with an order for any reason, contact our Customer Care team: customersupport@demdaco.com
Where Can I Find My Route Email with My Route Order Number?
Confirmation emails from Route are sent from the email address: noreply@mail.route.com.
Route
emails will be sent to the email provided by you at checkout. If you can’t find these
emails in your inbox, double check your spam, and mark Route emails ‘not spam’ to
ensure you receive updates
What if My Order Never Arrives or is Stolen?
Route Protect definitely helps cover these instances! To protect your order against loss or
theft, add Route Protect at checkout.
How Does Route Process Refunds or Reorders?
Confirmation emails from Route are sent from the email address: noreply@mail.route.com. Route
emails will be sent to the email provided by you at checkout. If you can’t find these
emails in your inbox, double check your spam, and mark Route emails ‘not spam’ to
ensure you receive updates.
What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping,
add Route Protect at checkout. 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 If your
order has defects or you suspect it was damaged during manufacturing, please reach out to us at
customersupport@demdaco.comand we will be happy to work with you to remedy the situation.
What are Route’s Terms and Conditions?
Route’s terms and conditions are listed
here: https://route.com/terms-and-conditions/
Is Route a Licensed Insurance Company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.
I Purchased Route and Didn't Mean To
We will refund Route if the order has not shipped yet. Contact Customer Care for assistance:
customersupport@demdaco.com.
I Meant to Purchase Route and Forgot. Can I Add it to My Order?
Unfortunately, not at this time.
I Placed My Order with Customer Care by Phone – Do I Have Route Protection?
At the time of placing your order with Customer Care by Phone, you have the option to opt-in to
Route Protection using a valid email address. A confirmation email would have been sent to the
provided email address containing your Route order number in such an instance. If you do not
opt-in to Route protection, it will not be added to your order.