FAQ - Frequently Asked Questions
Orders
We ship orders within 1-2 business days after the order has been placed. The only exception would be for orders containing customized items (ex: Name Tapes), where it takes 3-6 business days to ship.
We ship using 2 carriers, USPS and UPS. If you have a preference on which carrier you would like us to use, please leave a note on your order or send us an email at CS@MilitaryUniformSupply.com.
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We stand behind our products and are committed to providing you with 100% customer satisfaction with your purchase. As a customer, you may Return/Exchange your item within 45 days of when the package was received (based on tracking information), for a full product refund to your original payment method. The original shipping paid at checkout will not be refunded. If we are unable to refund the original payment method, then we will refund your order in the form of store credit (example: credit card has expired since order was placed).
To begin RETURN/EXCHANGE click here
Simply follow the steps in our return portal (see link above) to choose the items you wish to return or exchange and what you wish to exchange them for. We have recently partnered with Happy Returns to give our customers a hassle-free Returns/Exchange experience, where you will have three options as to how to send back your Returned/Exchanged items:
Take to a “Return Bar” nearest you, where a representative will scan the QR code that was emailed to the email address provided at checkout when the Return/Exchange was approved.Ship back to us via a pre-paid shipping label that we will provide.Ship back to us using your own shipping label.
Items must be in new, resaleable, unworn, unlaundered and/or unopened condition, free of any signs of wear, pet hair, markings, alterations, odor (cigarette smoke or other) or usage. Returned items must include original hang tags where applicable to qualify for return. If it is not being returned to a Happy Returns “Return Bar”, items must be returned to us in their original packaging and/or footwear box they arrived in. The customer is subject to a fee for utilizing either the return bar or pre-paid label returns. We reserve the right to refuse refunding items that do not heed to these policies.
Exchanges are only available for items of matching value. If the item you want to exchange for is not available in the portal, please consider accepting MUS store credit and you will get an extra $5 for your exchange.
Other
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
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 Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes
In both cases, the Route Premium cost will not be refunded
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, some order issues may require a police report to be filed
Stuck In Transit (Lost)
For domestic orders, claims will be reviewed no earlier than 2 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 definitely helps cover these instances! To protect your order against loss or theft, add Green Package Protection 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 CS@MilitaryUniformSupply.com 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 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.
Haven’t downloaded the app yet? Download here
What are Route’s Terms and Conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Is Route a Licensed Insurance Company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.
Sorry, we do not ship internationally at this time.