International and domestic orders shipped "first class" are not insured by default and lost packages cannot be refunded if package does not arrive for any reason (lost, damaged, stolen etc). We encourage all customers to use the third party "shipping protection insurance" option (route.com) that will provide insurance. If a package is returned to sender for any reason outside our fault or control, we will refund product costs minus shipping fees.
If third party insurance is purchased:
- Customers must agree to review and abide by route.com policies for making a claim as there are windows of time that claims must be made.
- Any international package that is lost of confiscated in customs will not be refunded (see third party insurance policy)
If you do not agree to the above, please do not purchase.
Returns and Replacements
Due to internal system and customs restrictions, we are not able to create return labels for international returns or exchanges. Shipments for returns or exchanges for international customers are the responsibility of the customer.
For any replacement items or order corrections that we send out, packages will be sent via USPS, regardless of selected carrier at time of original purchase.
Custom Order Cancellations
If you have ordered a custom item and decide to cancel, a 20% fee will be retained to cover the procurement of parts for the custom build.
If a custom color or one-off part was made, this part of the service is not refundable.
If you are NOT in the US, please do not purchase a battery. We are not legally allowed to send batteries internationally.