FREQUENTLY ASKED QUESTIONS
How long do orders take to ship?
Each of our orders takes 24 hours for processing. Our team packs and writes each card within 1 business day, and creates each label. We then prioritize shipping out orders based on the shipping speed our customers have selected at checkout, to ensure we get boxes out within the window you've paid for.
I need to change my order shipping address.
For address changes, please contact email@example.com immediately with your order number and the changes needed. If it is something we can do and the order is not yet processed or shipped, we will accommodate as best we can!
I need help tracking my order.
If you have purchased Route® shipping insurance, you will receive an email to visually track your order.
If you have not, please find tracking info in your confirmation.
I entered the wrong address, but it's been over 24 hours and the box has shipped. What do I
If your order has already been shipped to the wrong address due to an input error on your end, we recommend calling USPS and trying to solve it with them. We are not responsible for your inputting address errors, so please double check your orders! If it gets sent back to us, we charge a re-shipping fee of $7.
Are you shipping boxes right now given COVID-19? Will my order be delayed if I order today?
The WHO has said it is safe to ship/receive packages at this time and we are working with minimal staff and limited fulfillment hours for everyone’s safety based on recommendations from the CDC. At this point we are still open for business and offering various USPS shipping options but please note further delays may occur given USPS is operating with a skeleton staff.
I ordered a few days ago and my USPS tracking number has not been updated and
still says it's in PRE-SHIPMENT. Where is my order?
If you have purchased Route® insurance, follow the steps to visually track your order and get in touch with a representative to address any delays
If you have not purchased Route insurance, check back regularly with your tracking information, and if your recipient does not receive their gift within 10 business days after the 24 hour processing period, please firstname.lastname@example.org (note: business days are Mon-Fri; excluding bank holidays). We appreciate your patience and understanding.
How do you ship?
We ship via USPS to ship our packages. To track your order, use your Route App or enter your tracking # here. You will receive an order # and tracking info upon completion of your order. *please see above notice regarding COVID-19 impacts to shipping*
How long does shipping take?
We have a few shipping options to help you get as close as possible to your desired delivery date, see below! *please see above notice regarding COVID-19 impacts to shipping*
Note: We ship from the east coast, so east coasters will receive more towards the minimum times noted below, west coasters more on the maximum time noted below. HI and AK take longer than below. Reach out with questions.
SHIPPING GUIDE* (Domestic U.S.)
**Business days are Mon-Fri; excluding bank holidays.
Do you do international shipping?
Yes but it does not fall under Free shipping. You must be aware of the laws and tariffs within each country you are shipping to. We recommend you track your order and provide all information to the recipient as they may need to pick up the package and pay tariffs on the goods (again, deemed by each country and unable to be paid for in advance from the USA).
Each international order should only include one box. If two boxes are purchased, customer will be invoiced for shipping of additional boxes. We recommend purchasing tracking and insurance upon checkout and sending tracking info to recipients once you have it. Note International shipping will take LONGER than our U.S. shipping. Shipping is non-refundable.
How long does it take to ship internationally?
For international shipping, you pick the level of insurance and speed of delivery. We highly recommend purchasing insurance with your shipping as this will allow you to receive a refund for any boxes that get caught in customs/never make it to their recipient.
My international tracking info doesn't work. Help!
- Please contact USPS. This is why we recommend purchasing tracking and insurance when you check out. Each country is different and their shipping carriers sometimes do not correlate with USPS. It's best to know and understand this prior to ordering.
- Each country handles mail differently. Please take note of the tracking number and ensure your recipient has all information as some countries require the payment of additional tariffs prior to delivery. Unfortunately, this is something that cannot be taken care of from the US, so make sure you are aware of the regulations with shipping to your intended country!
Why is there a processing fee for hand-packing/handwriting the card?Building your custom order takes time and we believe in paying our teams fairly. We spend time on it to make sure it's perfect. This fee is non-refundable, in any situation.
But my card was blank, do I still pay the fee?
Yes, this is a fee for your card and to ensure each box is also packed and prepared to ship perfectly. This fee is non-refundable, in any situation.
Something is missing from my box. What do I do?
Real humans pack our boxes and write out cards--sometimes mistakes are made! Email us at email@example.com and we'll do everything we can to make it right. Note: provide your order # and ideally images when you email to speed things along.
My box was lost or stolen. What do I do?
If you have purchased Route® shipping insurance, follow the steps you received to report your order missing. Stolen orders will be replaced or refunded once reported and proof has been submitted.
If you have not purchased Route, we will work with you on a case by case basis to replace your order.*
**Additional fees apply when the box is returned to sender. To send the box back out, we charge for a new shipping label, and potentially a new box, if there is damage to it.
Do you put receipts in the packages?
Never! Since almost all of our orders are surprises, we do not include receipts or invoices in with our shipped packages. You will get an email with your order information and receipt.
There is a problem with my order.
If your issue is relates to shipping/tracking or shipping-related damages and you have purchased Route Insurance, reach out to Route directly, following the steps in your email.
For issues outside of shipping/tracking problems, please contact firstname.lastname@example.org
My tracking info says "delivered" but my box wasn't, what do I do?
• If you have purchased Route insurance, please follow the steps in your email to receive a replacement box.
• If you have not purchased Route® shipping insurance, the first step is to call the recipient. Make sure it
wasn't left on their step or isn't with their doorman, the store under their apartment,
• Next, call USPS, UPS or whatever service your confirmation email notes. Get all the info you can from them based on what happened.
• Shoot us an email with your order number to email@example.com. We will work on our end to figure out what went wrong, but USPS is who makes the magic happen. Have your tracking number available and call them ASAP. We never want to disappoint our customers, and we'll work super hard to make this right, as best we can, but once the box leaves our warehouse, we rely on USPS to ship it safely to their door!
If your order was returned to us, we will email you at least three times within the time span of 2 months, in order to find out if you would like your order refunded or re-shipped. If we do not hear from you within that time frame, your order will be disregarded.
Do you do same day delivery?
We don't have our own delivery service, which means we can't do all that jazzy same-day delivery stuff at this time.
Will you spellcheck/edit my messages?
No. Since inside jokes exist, we write in each word EXACTLY as you typed it in-- so please double check your cards prior to checkout!
Will you sign my name?
If you write it in your message we will! We only write what YOU TYPE in the message box in the box-builder. If you left your name off, we will NOT include it.
Can I customize a box?
Yes, visit our Happy Box Builder!
What are the details/ingredients for your individual gift items?
Please visit our Product Details page.
What's your refund policy?
If you have purchased shipping insurance from Route upon checkout and items are damaged during shipment, lost, or stolen, please reach out to Route via the steps in your email. All sales are final from Happy Box. If you have feedback or issues, please let us know by emailing us at firstname.lastname@example.org
I need a suggestion for a Birthday gift.
Build a custom care package using our Happy Box Builder and include some best-selling items like Birthday Cake Popcorn, and Happy Birthday Candle, or visit our Inspiration Page
Can I collaborate with Happy Box Store?
Give us a shout: email@example.com
Can I pitch my product to be inside a Happy Box?
Please email firstname.lastname@example.org and email@example.com with a wholesale line sheet and bulk pricing. If interested in our next buying sprint we will be in touch. Due to high volume of inquiries we may not get back to everyone.