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? You can click the link in your Route confirmation email, or file a claim on Route's app or Route's claims website. 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.
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Marked As Delivered
- Claims will be reviewed no earlier than 2 days and no later than 20 days from when it was marked delivered
- Please note, some order issues may require a police report to be filed
Stuck In Transit
- 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 60 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 60 days from the order date
Damaged
- Claims must be filed no later than 20 days from when it was marked delivered
- Photos of packaging and item(s) are required when filing your claim
- Please note: Route protects orders that have been damaged in transit; if your order has defects or you suspect it was damaged during manufacturing, contact our customer service team with your order number and photos of the damage