Frequently Asked Questions

Shipping destinations:

  • We ship both locally and worldwide.  Hazaderous goods like aerosols and sprays are not permitted via air shipping.

Shipping times:

  • Local orders take 1-4 business days to be delivered to you and we ship within 2 business days.
  • International orders take 7-15 business days to be delivered via UPS or DHL and we ship within 2 business days.
  • Shipping time might vary depending on location, shipment method and other factors. Due to higher than average volumes for our shipping partners from the increase in ecommerce due to the pandemic you may experience longer than normal shipping times. Carriers safety standards and shortened staff which is impacting shipments and delivery times. We thank you for your patience in advance

Shipping cost:

  • We offer flat rate shipping based on the weight and size of packaging starting at $12 for orders shipped with UPS or USPS. In addition we add signature receipt on premium orders at no extra cost to you to ensure your package is delivered to you.
  • First Class Orders are charged standard First Class rates with USPS unless priority shipping is chosen for delivery method and country. Full price will be displayed at checkout. 

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.

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.  

Need to file a claim?  File 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. 

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

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. 

If your order has not arrived, please file a claim with Route here. 

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 (YOUR BRAND'S CONTACT INFO ) and we will be happy to work with you to remedy the situation.

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 store order number OR Route ID number and the email address that was attached to the order.

What are Route’s Terms and Conditions? 

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

What if I submitted the wrong shipping address? In the event you used the wrong information you would need to contact customer service asap to try to make updates. It is not guaranteed but we can try,  as orders cycle and process in the warehouse as fast as possible so once an order is packed, labeled, and shipped we are not able to change shipping information.

What if I need to cancel my order?

Before submitting your order, please check to make sure it is correct.  You would need to contact customer service ASAP. If the order has already been processed for shipping we cannot cancel.  However, you can refuse the package when it arrives. Once it is returned, we will issue a refund for the subtotal amount. Shipping is nonrefundable as the shipping carriers do not refund shipping fees after the label has been scanned for use.


What if I missed my delivery?

  • If a package is returned  due to an incorrect or incomplete shipping address provided by a customer.
  • The customer was not home for delivery.
  • The customer didn't pick up a packaged from the designated pick up location. (Including signature pick-up)

The customer will be responsible for the return shipping cost as well as the additional delivery cost. We are not responsible for packages delivered incorrectly or lost due to incorrect or incomplete shipping information provided by a customer. No refunds will be provided if any part of the address is incorrect.


What if my package is stolen or missing? Sorry we do not replace or assume responsibility for orders stolen after marked delivered by carrier, meaning the carrier completed delivery and you cannot locate your package. You will need to contact your carrier to file a claim with them.  Shipping insurances do not cover theft or missing packages, only damaged or lost in transit. Lost in transit packages are orders that are never marked delivered or never scanned in with shipping agency. 

We have recently implemented signature receipt at no additional cost to you on orders valued over $100 to help decrease the loss and theft of orders. We understand the inconvenience but it has proven to be 99% effective.

Please follow your tracking and make arrangements for your package to be held in the event you will not be home. If you choose to release the signature without your presence then you will be liable for the loss if any. 

What if I received a damaged item, incorrect item or item is missing? If items are damaged or missing during shipping please send a photo immediately to info@silkoutsystem.com for replacement, be sure to include order number to expedite locating your order and speeding up the replacement process.  We will send a return label to initiate return/exchange. Allow 5-7 days to process exchanges.

I purchased from my stylist, how do I return my item? Contact your stylist and see their return policy on their sales.

What if my styling tool has a defect?

We hope you love and are enjoying what you ordered​.Styling tools have a one year warranty against manufacture defect.If there is a defect then we will offer a replacement or refund if applicable once we receive the item and confirm the defect. To expedite the process we ask that you submit a photo or video to info@silkoutsystem.com or the help desk before requesting a return label to ensure your damage is covered under that warranty before shipping.

What is the return policy? 


We only accept styling products in new and unused condition for refund when returned within 30 days of delivery date. 

 

Used items can be returned within 30 days of delivery receipt and have a disposal  fee of 30% plus shipping fees. 

You must purchase shipping to return items to: SilkOut System, 19047 Bruce B Downs Blvd. #95, Tampa, Fla 33647. 

Maintain tracking for your records and send us a copy of the tracking and order number to.  Allow 5-7 days to process returns after received.   You will receive the balance of the return to account used to purchase minus shipping and disposal fee.

We do not accept returns after 30 days.