Shipping Policy

Route Package Protection/Insurance: 

At checkout, Route will be offered to you. Orders will not be replaced if Route package protection is not purchased. Route is a simple & cost-effective way to provide more safety, assurance, and insurance for our amazing customers.

Please read through the following to understand Route before contacting customer service:

Q: WHAT IS ROUTE?

Route is a shipping insurance company that covers packages that are lost, stolen, or damaged in transit. Route ensures that customers get what they paid for, and allows for easy reordering with one simple click. Review the policies here to understand which lost, stolen, and damaged items Route will cover.

Q: HOW DO I FILE A CLAIM FOR A LOST, STOLEN, OR DAMAGED PACKAGE?

You can file a one-click claim through the email that Route sends you after you check out, or you can file here.

Q: DOESN’T VIVID GLAM CO ALREADY COVER LOST OR STOLEN PACKAGES THROUGH THEIR CUSTOMER SERVICE?

No, we do not cover lost or stolen items. We do take customer service very seriously and always try our best to resolve issues as quickly as possible, but as a small business these types of situations are simply out of our control. By purchasing shipping insurance with Route, completing a claim is only a click away, and your claim is processed within 24 hours. Route is fast, easy, and helps get any shipping issues resolved as quickly as possible.

Q: WHAT IF MY PACKAGE GETS LOST, AND ROUTE REPLACES IT BY ORDERING ANOTHER NEW PRODUCT FOR ME, AND THEN THAT PACKAGE GETS LOST. DOES ROUTE COVER THAT TOO?

Yes! Any replacement orders that are placed by Route are still insured by Route.

Q: WHAT ARE ROUTE’S TERMS AND CONDITIONS?

Route’s terms and conditions are listed here.

Order Processing:

Processing times may vary. Regular processing is 1-5 business days, although this may be extended up to 14+ business days when experiencing high volume orders. Business days are any day that is not Saturday, Sunday, or a federal holiday. Once a label has been created, it may take a few days before it reaches the postal service for tracking updates.

Shipping Speeds:

Shipping speeds reflect the time the postal carrier takes to deliver your order. It does not include the processing times mentioned above. 

Lost/Late Packages:

We are not responsible for items lost in transit due to the postal service. 

Stolen packages:

We are not responsible if your package is marked delivered and is stolen. 

Packages with Incorrect Addresses:

We are not responsible for shipping addresses entered incorrectly on orders. Please confirm your shipping address before payment is completed. Return to sender packages will be resent only if/when they are received back by the postal service. 

Additional information:

  • All sales are final.
  • Any order that is already in processing can not be altered or changed. 
  • Shipping is USA only.
  • Shipping policy is subject to changes at any time.