Q: What is Route Insurance and its benefits?
A: Route insurance is an added service that covers your online order. In the event that your package is lost, damaged or stolen while being shipped then you can begin resolution here: Resolve Center (route.com)
Review the policies to understand what lost, stolen, and damaged items Route will cover. For more details on what to expect in an Order Issue Resolution, please see our Order Issue Resolution Expectations article. For a detailed breakdown of Route's official insurance policy, please see https://route.com/insurance.
Q: What if I do not have Route Insurance and my package is lost or stolen?
A: Note: if your box is marked as "delivered" per USPS, we cannot be responsible for stolen or lost packages. Please file a claim with the U.S. Postal Service (USPS) and we will assist however needed. It is always extremely unfortunate, but we cannot replace items lost or stolen after we have shipped them.
If you have an order with more than one package that has not arrived yet, (non-book items ship separately) you are able to file a claim with USPS using the tracking number given in your emailed receipt. They can assist on confirming the timeframe on when to expect the delayed package.
Q: What if my package arrives damaged?
A: If you receive your package and the items are damaged or missing, please send 1-2 photos to firstname.lastname@example.org. Please note DAMAGED in the subject line along with your order number. We require the photo so we can file an insurance claim with our distributor. We will send you a replacement based on our review.
Q: What if my item has a USPS status showing "Shipping Label Created, USPS Awaiting Item"?
A: The absence of a delivery scan on a mail piece does not necessarily indicate that the item was not shipped/delivered. It is possible the piece was shipped/delivered but the scan was not captured. We are not holding any packages at our store or fulfilment centers so please complete the USPS Missing Mail Form in order to locate your package(s): USPS Missing Mail. Unfortunately, we do not have any access to their processes so we are unable to provide any additional information.
Q: My order status still reads “awaiting fulfillment”.
A: Some orders may take up to approximately 6 business days to process THEN begin shipping. Most ship within 1-2 business days. Once submitted for fulfillment, we are unable to alter shipping addresses, add books, or exchange titles.
Q: What if I want to add an item or cancel my order?
A: Your order enters the fulfillment queue upon submission so we are unable to cancel or alter your order at this juncture. We do accept returns AFTER you have received your book(s). Please refer to the Shipping & Returns section of our website for instructions on how to proceed. Please remember we must receive notification of your intent to return a product within 3 days of you receiving your product(s). The book(s) must then be returned to MahoganyBooks in sellable condition within 10 days of receiving your Return Authorization Number. Returns are subject to management discretion.
Q: I have not received my order. I would like a refund.
A: Unfortunately, if your order has been processed, confirmed and shipped, we are unable to provide a refund. At that juncture, we have fulfilled our contract with you and ask for patience with the USPS.