When to file a claimUpdated a month ago

Lost Orders

An item is considered lost if it is never reported as delivered. This can also include orders that have been stuck in any shipping state OTHER than “Delivered." You may file a claim if enough time has been allowed for delivery to take place and it's well past the expected delivery date.

Domestic orders are considered lost after 7 days without a tracking status update (20 days for international claims) and must be filed no later than 30 days from the last update.

Damaged Order

If your item arrives damaged, unusable, or otherwise in an unacceptable condition from transit, you may file a claim right away due to damage that occurred during shipping. Please remember to include pictures of the item(s) and packaging. Damaged claims must be filed within 15 days from the date it was marked delivered. 

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at [email protected] and we will be happy to work with you to remedy the situation.

Stolen Package

Route considers unreceived packages marked "delivered" as stolen. We ask that you wait 5 days from the day the package was marked delivered; it is common for packages to be scanned as delivered and not show up for a few days. Stolen claims must be filed within 30 days from the date it was marked delivered. Please know that orders that are stolen with a purchase price greater than $500 will REQUIRE a police report.