Lost or Damaged Orders

We offer Route package protection to protect your order from shipping issues. Please be sure to include Route in your order if you'd like your package protected. 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. 

You can file a claim clicking here.

Claim Requirements:

Stolen Orders: If your order is marked as delivered but not received, you may file a stolen claim. Claims will be reviewed by Route no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered

Lost Orders: If your order is stuck in transit (not marked as delivered), you may file a lost claim. Claims will be reviewed by Route no earlier than 2 calendar days after the estimated delivery date or 7 calendar days from the last shipping update and no later than 30 calendar days from the last update/estimated delivery date.

Damaged Orders: If your order is damaged in transit, you may file a damaged claim. 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 clicking here.

How Do I File a Claim for My Lost, Damaged, or Stolen Order?

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 by clicking 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.