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FAQs

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Where are you located?

We are based in Canada, but we ship out of Traverse City, Michigan in the USA. All prices are listed in USD.

Where do you ship?

We offer flat rate shipping options, as well as free shipping for orders $75 and over, to customers in the USA and Canada. But, we are proud to provide eczema products to customers anywhere in the world. Some countries may not have access to shipping quotes during checkout. If this is the case, please contact us for a live quote. Please note, we no longer are able to ship to the UK.

For more details, please see our Shipping page.

What is Route?

We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers a few options to improve the post-purchase experience.

Route Protect

Route Protect is premium package protection for your online orders. When you add Route Protect at checkout, you can easily file issues for lost, stolen, or damaged packages in the unfortunate case that they arise.

Purchased Route Protect and need to file a shipping issue? File here

The Route App (Free)

The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers–dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.

Haven’t downloaded the app yet? Download here

What are Route’s Policies?

Marked As Delivered (Stolen)

  • Issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered 
  • Orders over $100 USD require a police report

Stuck In Transit (Lost)

  • Issues can be approved no earlier than 7 days and no later than 30 days from the last update (US), 60 days from order date
  • Issues can be approved no earlier than 20 days and no later than 30 days from the last update (International), 60 days from order date

Damaged

  • File issues for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered.

What if my order never arrives or is stolen?

To protect your order against loss or theft, add Route package protection at checkout. 

When you add Route Protect, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days. 

What if my order is damaged?

To protect your order against damage that occurred during shipping, add Route Protect (package protection) at checkout. 

When you add Route Protect at checkout, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days. 

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 shipping issue for my lost, stolen or damaged 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

Haven’t downloaded the app yet? Download here

Does Route Protect cover stolen items?

Yes! When you insure your orders with Route Protect, stolen items are eligible for reorders or refunds.

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.

 

What is your return policy?

Some of our brands offer a 30 day money back guarantee. Please see the product page to confirm this policy.

For all other products...

If you are in any way dissatisfied with your purchase, we will provide a full refund or exchange for clothing items that are new, unworn, unused, and you still have the original packaging.

We cannot accept returns for skin care items or underwear.

Returns must be made within 30 days of delivery. Making a return using our online system will allow you track the return and receive emails on your return status. It's great and takes all the guess work and waiting away. However, to do this you must create an account with us prior to making your initial purchase. Click here to create an account.

For more details, please see our Returns page.

How do I know my credit card and personal information is safe?

We have purchased a GeoTrust SSL Certificate, so you can complete the checkout process on our site with confidence, knowing your financial and personal data is transmitted safely and securely with every purchase. Also, we do not keep credit card information on file.

For more details, please see our Privacy & Security page.

Will I receive emails from The Eczema Company?

When you place an order you have the option to opt in or out of our mailing list and newsletter. However, think twice before opting out as you don’t want to miss our newsletters, sales announcements, coupons, discounts, and new product announcements. 

For more details about our newsletter, please see our Newsletter page.

What size clothing should I order?

Each manufacturer has their own sizing guidelines. Please refer to the product page for specifics or email or call us with questions. That’s what we’re here for.

How should I wash the garments?

Each manufacturer recommends their product is washed a certain way. Please refer to the product page for specifics or call us with questions.

Do you offer coupon codes?

Yes! We offer a 10% off coupon good for your first purchase when you sign up for our newsletter list. Once you're on our list, we'll send you offers for more discounts from time to time. 

Do you have an affiliate program?

Yes, we do! Please contact us if you're interested in learning more about our affiliate marketing program.

 

Still have questions? Please Contact us - we're happy to help!

877.600.7130

admin@eczemacompany.com

 

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