Customer Help
Just a bunch of FAQ's to help your experience. A contact form can be found at the bottom.
Common purchase questions answered
Orders and Shipping
Typically it can take anywhere from a few days to a week, depending on your location and the carrier.
You do not need an account, though we do recommend it to make it easier to track and receive support. Accounts are free.
If you just placed your order, contact us immediately to make any changes. If your order happened to already ship, there won’t be anything we can do as the carrier already has it. But we can still update your info on Gorilla Dirt for future orders.
If you created an account, login to view your orders, their status and tracking. You also receive an email when the order ships with details. We do have an Order Lookup page here that will help too.
We DO NOT store any credit card information on gorilladirt.com servers or websites. Ever.
We only charge state sales tax where it is required.
We currently only ship within the United States as well as Canada and Mexico.
We are a small studio so we use a few services to assist on our shipping of products. Because of this, you might receive multiple shipments. You will receive multiple tracking links as well.
If you need to swap an item
Returns and Exchanges
We allow returns up to 30 days after purchase for un-used items as well as for any items that might have been damaged or defective due to manufacturing.
If you happen to receive the wrong item, let us know. You’ll just send it back and we’ll send out the correct one.
Get in touch if this happens. We’ll have you return it and we’ll get a new one out to you.
Once you contact us we will send you a return address.
You may contact us through our website here or any of our social media accounts.
If you mistakenly ordered something and need to change or cancel it, contact us immediately. If it has not already shipped we can cancel the order or make any changes.
Some items are available for back-order and some for pre-order. If the product page shows one of these options, then it is available for that item.
Common requests
Donations & Sponsoring
We do donate to events and groups needing products for raffles and so on. We can only do so much each year, so we can’t guarantee that we can donate, but contact us below for inquiries.
Again, we’re a small company, so please get in touch and we’ll see if we have the capacity to help out.
Social media influencers
Brand Ambassadors
We love working others to not only get our brand out there, but to also push the idea of getting dirty and staying dirty. We have a Brand Ambassador page here with details.
Get in touch and let us know your thoughts! Let’s see what we can do!
Product questions
The Products We Sell
The majority of the items we sell are designed by us. Things like the t-shirts carry our custom graphics, but the tees themselves might be another brand. Other items such as our Elemental Duffle Bag are what we designed fully. It really depends on the product.
Some of our products are, some are but the materials are sourced from other countries and some are manufactured for us in other countries altogether. All products are designed and tested by us in Murphys, California.
Certainly!! We love any and all input from our customers on current products or future products.
Some of our products are available for resellers/dealers. Visit this page for details.
Route
Route Package Protection
Route’s Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Green Package Protection can be added during checkout.
Every time you add Green Package Protection to your order, Route donates to support an
agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem.
You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here
Purchased Route’s Green Package Protection and looking to file a shipping issue online? File here
Route is covering the cost to neutralize shipping emissions when you add “Green Package Protection” at checkout. “Green Package Protection” Shipping includes package protection at the same cost as before, with the additional benefit that your shipment is carbon neutral. By adding Green Package Protection to your cart, you’re automatically taking instant climate action – no donation required.
Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.
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
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled.
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.
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 365 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 365 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
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.
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 and we will be happy to work with you to remedy the situation.
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
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.
Damaged, Lost, or Stolen Orders?
If you added Green Package Protection at checkout, please file a claim with the Route team here for quick assistance with “in-transit” related issues.