What if my package gets lost or arrives damaged?Updated 7 months ago

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.
• Marked As Delivered (Stolen)
  • Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered.
  • In some cases, the Route Support team may require a police report before moving forward with an order issue.

• 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 30 calendar days from when it was marked delivered.

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 relevant details or images to proceed with our claims process. This can take up to 30-45 days to resolve with the carrier. We will review the provided documentation and, if necessary, arrange for a replacement or issue a refund.