Route Package Protection
Route Package Protection
Visit routeapp.io to learn more.
Free Domestic Online and Phone Order Returns and Exchanges:
We gladly accept returns and exchanges for online/phone orders for almost all products. We offer the option to exchange or return if the item(s) are unworn, and undamaged. We allow returns up to 10 days of delivery, and exchanges up to 30 days. Please make sure your item is not marked "final sale". See complete description of final sale items below. If you are unsure, please reach out.
We provide each customer with one pre-paid return label per order. Once received, we will inspect that the product(s) is not damaged or worn. If unworn and undamaged, we will credit your purchase upon inspection. If we determine the product(s) is damaged or worn, we will return the original product(s) once the customer has paid for the shipping both to and from Montce Swim in a timely manner. You may also exchange/return online orders in store, if purchased within the 10 day window of delivery for returns, and 30 days for exchanges.
We do accept returns for international purchases on almost all products if the item(s) are unworn, undamaged, and within the 10 day window of delivery for returns, and 30 day window for exchanges. Customers are responsible for all shipping costs for international returns and exchanges. Once inspected, we will refund the order or process the exchange by emailing an invoice for the shipping cost. Please make sure your item is not marked "final sale". See complete description of final sale items below. If you are unsure, please reach out.
Customers are responsible for all customs charges that may arise after it enters the receiving country. This includes any additional duties/taxes on the order. If the customer refuses to pay the duties/tax, customer will be refunded their order less return shipping and duties/tax.
In-Store Returns/Exchange Policy:
We offer the option to exchange your order, if the item(s) are unworn, undamaged, and within the 30 day window of purchase. We offer exchanges for merchandise, or store credit in the form of a gift card. Request all exchanges via email@example.com or call the store from which you purchased. We do not offer refunds for in store purchases. You may also exchange/return an online order in store, if within the 10 day window of delivery for returns, or 30 day window for exchanges.
Items purchased in store can only be given store credit for or exchanged up to two times. After an order is exchanged or given store credit for twice, the items will become final sale.
Holiday Return Policy:
All in store purchases made in the month of December will have an extended exchange policy through January 15th. All online purchases made in December will have an extended return/ exchange policy through January 15th.
Sales and Price Matching:
Montce Swim does not match prices of our retailers. Montce will make refunds for the difference of price on items purchased 24 hours prior to that same item going on sale. For in-store purchases, the difference will be given in store credit. THIS DOES NOT APPLY TO FINAL SALE ITEMS, BLACK FRIDAY, AND CYBER MONDAY DEALS.
Final Sale Items:
"Final Sale" items are not refundable. If stock allows, we may exchange for another size if available. If an exchange is possible, customers are responsible for shipping costs. "Final Sale" items are any items designated by a final sale tag, or any items purchased during special sales events.
Final Sale items include:
- All Beauty, Wellness, Face Masks, and Health products
- Items purchased during Black Friday or Cyber Monday
- Items marked down more than 50%
- Sample sale bikinis
- Gift cards
If your return item does not contain all of the original packaging it was sent with, the item will be subject to a 15% restocking fee which we will deduct from your refund or exchange. This includes any accessory branded packaging, tags removed or missing, or cases missing.
If Your Order Contains Damaged Pieces:
If any product in your order has arrived damaged in any way, please email firstname.lastname@example.org in order to rectify the situation within 3 days of marked delivery. If a return is received with a piece that seems used, worn, or damaged and there was no previous communication that it arrived in anything but perfect condition, we will not be able to process a refund or credit for the product. The customer would then need to provide a shipping label for us to send back the piece.
Lost or Stolen Packages:
We offer shipping insurance through Route Shipping Insurance. Adding Route Package Protection to your order at checkout means that your order is protected against being lost, damaged, or stolen. In the unfortunate instance that you experience one of these inconveniences, you can report an issue with Route and they will work with you to make sure you get the resolution you prefer.
Need to file a claim?
All claims will be done through Route. Please click here to file a claim. Route is a third party package insurance company that will handle your claims completely, Montce is not involved in the claims process. Montce Customer Service can help you if needed via email@example.com or our Livechat.
What are Route’s Policies?
- Marked As Delivered (Stolen): Claims 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): Claims can be approved between 7 to 30 days from the last update (US), Issues can be approved between 20 to 30 days from the last update and 60 days from the order date (International)
- Damaged: Photos of the package and item (required) must be sent in no later than 15 days from when it was marked delivered. If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at firstname.lastname@example.org and we will be happy to work with you to remedy the situation.
How long will it take for my claim to be resolved?
When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days. In a time crunch and you need your replacement asap? While Route does work fast to get your replacement out to you, we would recommend requesting a refund on your package instead of a replacement. You can then reach out to us at email@example.com with your timeline and we can help you place a new order with expedited shipping options.