When you order any deck, standard MOB grip tape will automatically be added to your basket, the price of the grip tape will be deducted. If you require more than one sheet, you will have to add any extras to your bag and pay for them.
If you have qualified for the FREE Hardware Pack it will also be automatically added to your basket (The cost will be deducted) - The hardware pack includes bolts and bearings.
If you are entitled to free griptape or a free hardware pack then either/both will automatically add to your basket with the cost deducted upon adding the qualifying products.
Held - If there is a problem with your order or Route One need to contact you regarding your order then you may see the status ‘Hold’. Route One will have e-mailed or tried to get in touch with you and are awaiting your response.
Suspected fraud – Every order will go through security checks before it is accepted and sometimes an order may be considered high risk and put into the status ‘Suspected fraud’ The order will then be checked by fraud auditor and either accepted or cancelled depending on the outcome. These checks can take up to 48 hours to complete so if your order is delayed because of this, Route One will contact you to inform you and will refund any delivery cost you have paid.
When placing an order with a debit/credit card, a request is sent to the bank to ensure the account has sufficient funds available. The bank then places a temporary hold on the funds whilst the transaction is authorised and security checks are performed, allowing the merchant to collect those funds at a later date at the point of dispatch. If for any reason the pending transaction fails these checks, Route One will decline the transaction, and the bank will release these funds. These holds have an expiration date of 3-5 business days, depending on the banks policy.
Call Customer Service Team ASAP on 0800 316 8812 who will attempt to stop the order before being despatched. This however, is not a guarantee, as your order may have progressed too far within the system to stop it.
Unfortunately you cannot cancel your order online. If your order has been despatched you can still cancel your order in compliance with the Consumer Protection Regulations.
Route One isreally sorry if they have made a mistake. If they have sent you an incorrect item, please return it following the standard returns procedure and Route One can then resolve the error. Route One will of course refund your return postage costs, if there was an error on their part. If you need further information on this, please call Route One on 0800 316 8812.
If you are searching for an item through Google, you may see old links to products that are no longer available. Please go to website www.routeone.co.uk directly to ensure you are getting up to date product lists.
If you can’t add an item to your bag, or there is no option to, it usually means this product is out of stock. You may be viewing an old, cached version of website. Try clearing your browser cache, or logging directly on to www.routeone.co.uk and searching for your item in their search bar – if it doesn’t show up in the results, then unfortunately Route One has sold out.
As the catalogue is printed well in advance of its distribution, discrepancies do unfortunately occur. The price on website is current and up-to-date therefore will be the price that you will be charged. Route One strives to minimise any alterations and apologise for any inconvenience caused.
Route One aims to reply to all emails within 48hrs. Weekends and bank holidays can cause slight delay.
You can do this by going into 'My Account' on website where you can edit your details such as your address, telephone number and email address. Unfortunately, you cannot update any order details once an order has been placed.
Depending on the delivery option you selected you should allow up to 10 working days for your parcel to be delivered, if your parcel has not been delivered by this time please contact Route One as soon as possible and they will look into it.
Once your order has been placed, it is generally too late to adjust items within your order, make changes to your delivery address or cancel your order, as your order will have been sent to the warehouse almost immediately. If you still would like to attempt to make a change, please call Route One on 0800 316 8812 – Please do not email with these requests as they will be able to take action quicker via a telephone call.
Couriers deliver Monday – Friday, 7.30am – 6pm. (although some of carriers may deliver slightly earlier or later). Saturday, Sunday and any Bank Holidays are not working days therefore are not included within the delivery timeframe (unless Saturday delivery is specifically selected).
*Delivery period = parcel transit time + order preparation time
*Route One cannot guarantee delivery within their usual given timescales to a small number of remote rural areas. Please see delivery page for a full list of the postcodes affected.