If you insured your order with Route at checkout and your order ends up lost, damaged or stolen, Route’s expert support team helps ensure that your order gets replaced or credited as preferred. Claims will be reviewed for approval within 1-2 business days from filing.

Need to file a claim? Check the information below first, then click the link in your Route confirmation email or file claim on the Route app or through their claims portal.

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Missing order marked as delivered

If your order was marked delivered by the carrier but you have not received it, wait two days after the delivery date before filing a claim. If you file a claim before two days past the delivery date, Route will deny the claim.

Claims must be filed 2 days after the delivery date (but no longer than 20 days) to ensure it was not mis-delivered or easily found around the premises.

In certain cases, Route may require an online notarized statement, an in-person notarized statement form or a police report.

Stuck in transit

If your tracking stops updating and you suspect it may be lost by the carrier or stuck in transit, you can file a claim within these timelines:

  • For US shipments, claims must be filed no sooner than 7 days after the last tracking update and within 30 days from the last checkpoint
  • For international shipments, claims must be filed no sooner than 20 days after the last tracking update and within 30 days from the last checkpoint

Upon request, Route may require additional documentation such as proof of identity, a notarized statement, address, etc.

Damaged

If your order arrives damaged and you suspect it was damaged in transit, you must file a claim within 15 days of the delivery date. Photos of packaging and item(s) are required when filing your claim.

Please note, Route protects orders that have been damaged in transit. If an item in your order has defects or you suspect it was damaged during manufacturing, contact us with your order number and photos of the damage.