What is your return/exchange policy?
Visit our return policy for specific information on returns and exchanges
What is your return and exchange policy for international, non-US orders?
Unfortunately, we are unable to accept any returns on international, non-US orders. If you need specific help with sizing or have other qusetions, please send email@example.com a message so we can help you get your order right!
How much is domestic shipping?
Shipping will be calculated upon checkout. Domestic US orders over $100 ship free!
How much does international shipping cost?
Shipping will be calculated upon checkout.
We do understand that international shipping is expensive, so we highly recommend a group purchase with a few friends to split the cost of shipping!
What are your domestic shipping times?
We typically fulfill within 3 business days. Please note that if you purchased your item during a sale or during the holidays, order processing may take longer, and you can expect to wait an additional 1-2 business days.
Unfortunately once USPS picks up your package from our warehouse, it’s (literally) out of our hands and we don’t have the ability to reroute or expedite your order. While we’d love to be able to give you a more accurate update, we have access to the same tracking system as you, and don’t have access to any additional information. Please contact USPS directly for questions regarding packages in transit (800) 275-8777.
Before placing your order, please consider handling time for USPS, weekends, and bank holidays.
USPS tracking website indicates there is no movement on my package. What should I do?
USPS can take some time to scan and process an order before updating the tracking information. In some instances, it can actually be on the way without the tracking information updated. Rest assured it’s with USPS and should be en route shortly!
USPS tracking website indicated a certain date, but my package did not arrive on that date. Where is my package?
USPS can often miss the expected delivery day indicated on the tracking page. Don’t be alarmed! This is quite common and your package is still en route. If you have any concerns, we would recommend reaching out directly to the local post office as they’ll have more information than the online tracking website.
USPS tracking website indicates the package was delivered, but it's not here. Where is my package?
USPS can often mark packages as delivered ahead of time in order to meet delivery targets, even while still in possession of them. It’s very likely to show up within the next few hours or even 1-2 days. If it is a small order, this package will show up as parcel with the rest of your mail.
For packages sent to any countries offering tracking and delivery confirmation, we will not provide a replacement if the package is marked delivered on the tracking website, or if Route was declined/removed from your cart.
You can also check with the local post office for a more detailed status by calling (800) 275-8777.
I accidently sent my package to the wrong address, can you send another?
Packages delivered to the wrong address based on user ordering error (typically an insufficient address, wrong unit number, past addresses, etc) are, unfortunately, not something we can replace or refund.
My package was returned to you! Can you resend it?
Packages returned to us by USPS due to having an insufficient address, unit number, or incorrect address will not be refunded in full. In these instances, we will resend the package at the cost of shipping. Refunds will be issued, minus the shipping cost if desired.
I already paid for international shipping. Why do I have to pay my national postal service another customs fee to have my package delivered to me?
When a package ships internationally, it may be subject to import taxes, customs duties, and/or fees (e.g. handling fees) by the destination country. This is not assessed by us, and we do not receive a single penny from this! We do recognize that customs fees can sometimes be hefty, but we’re unfortunately unable to waive or affect the amount.
Do you offer tracking for international orders?
Partially, in most cases! An email will be sent out once your shipment has been prepared, with a tracking number provided by the carrier. Packages sent via USPS will appear on the USPS website, and shipping updates are available while the package is in transit within the USA. For many countries, the shipping updates may stop once the package has cleared US customs. You can read more on destination tracking on USPS International Tracking Eligibility.
USPS does not offer door-to-door tracking as not all countries will provide USPS with updates once it clears US customs. You’ll need to contact the local postal service in your country to handle any customs fees (assessed by your country) and arrange for local delivery.
Some international packages will be sent via another carrier, depending on requirements of the country.
My package left the US a few days ago, but hasn’t arrived yet and there are no new tracking updates. Where is my package?
Typically, your best bet will be to contact the local postal service in your country for more information on your package. In some cases, you’ll be able to use the tracking number in your local post service’s tracking website as well. This would be Canada Post in Canada and Royal Mail in the UK, for example.
In most cases, the package is being held at customs for additional inspection or customs collections. You may need to pay a customs fee in order to be released for local delivery. Please note that this is assessed by your country (and not us!) and we’re unable to waive or reduce this amount.
Please note, COVID is still interrupting international logistics. Packages may take over 30+ days to reach it's final destination.
My international package never arrived. Can I get a replacement sent?
It depends! We aim to ship everywhere internationally; however, it can become cost-prohibitive considering shipping costs and potential fraud.
For packages sent to any countries offering tracking and delivery confirmation, we will not provide a replacement if the package is marked delivered on the tracking website, or if Route was declined/removed upon checkout.
For packages sent to any countries offering tracking and delivery confirmation, we will provide a replacement if the package has not been marked delivered after four weeks.
For packages sent to any countries not offering tracking and delivery confirmation, we unfortunately will not be able to provide a replacement.
If you would like guaranteed shipping, please contact us at firstname.lastname@example.org and we will work out an option with full tracking information via another carrier. Please note that this will be an additional charge.
My international package was returned to you! Can you send it again?
Packages are typically returned to us by USPS if they are not collected from local customs. In these instances, we will provide a replacement at the cost of shipping.
Refunds will be processed minus the cost of shipping if desired.
Please make sure to contact your local post service once the package has cleared customs, in order to avoid re-delivery fees.
What is Route Package Protection?
Route's Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. 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. Green Package Protection is 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's Package Protection and looking to file a shipping issue online?File here
What if I decline Route when checking out?
Route is a layer of protection you may add against lost, stolen, or damaged packages. If Route is declined/removed upon checkout, neither Heaviko or Route will be held liable for packages not arriving, being stolen, or arriving damaged. Packages will not be replaced or refunded if Route is declined/removed during the checkout process.
How does your apparel fit?
We use a variety of brands and cuts to develop our apparel, so there isn't across-the-board sizing. Please visit the specific apparel item in question to get the most accurate sizing info!
Are you going to restock _____?
It depends! We have a few core equipment products and apparel products that we aim to keep in stock at all times. However, they can sell out during one of our rare sales, but we’ll do our best to get them back in stock ASAP. For most up to date information on current inventory and upcoming launches, be sure to check out our Instagram page.
Newer or limited run items may or may not be restocked depending on the demand. Get them while you can!