Order Issues

What if my package gets lost or arrives damaged?

If you insured your order with Route at checkout:. Stuck In Transit (Lost). Damaged. If you did not insure your order with Route at checkout:. Please reach out to our customer support team at [email protected] with your order number and any rel

My order was marked delivered but it’s not here.

If no one was home at the time of delivery, the carrier will leave the package in a safe location. Be sure to check around your home and with neighbors/building management who may have collected the package for you. Also, please double-check the ship

What do I do if I receive the wrong item or an item is missing in my order?

Please report your order issue to our team for further assistance. Include a photo of the item received and the name of the missing item(s). Please double-check your order confirmation email(s) and account for any notes that indicate your other item(

Why was my order cancelled?

If your order was canceled, we advise you to ensure that your banking information (including billing and shipping address) are correct.

What should I do if I only receive part of my order?

Your order may arrive in multiple shipments due to inventory availability and location. Check your email or tracking page for each shipment's tracking information.

Can I get an update on a lost or damaged package claim that has been submitted?

Claims for issues such as lost or missing packages may take up to 30 days to be resolved. We will continue to monitor the claim and keep you updated once we receive any new information.

How do I handle unauthorized transactions or fraudulent orders?

We take security seriously and understand your concern regarding unauthorized transactions. If an order you did not place has been processed or shipped, we recommend that you immediately contact your bank or credit card institution to file a claim fo