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Why was my claim denied?

There are rare instances in which Route may be unable to resolve an issue and a claim will be denied. If your claim was denied and you’re not sure why, see the information below. If you believe your claim was denied in error, please respond to your claim email. 

Note: If you do not respond to a claim correspondence from Route within 10 days, Route will automatically close the claim. This does not mean your claim is denied. You can reopen the claim by responding to the original thread.

Please see all of our Shipping Protection Policies for more information.

Item or order issues

Order not protected by Route
If you did not purchase Route Shipping Protection for your order, Route cannot cover any loss, theft, or damage to the package. Please contact the retailer directly to resolve your issue. Their return or refund policy may be able to support you.

Items missing from an order
There could be several reasons why items may be missing from your order, including retailer delays (low inventory, fulfillment center issues, etc.) or shipping carrier mistakes (missed scans during sorting, etc.). Please contact the retailer directly to resolve your issue. As these issues occurred prior to shipment, Route’s Shipping Protection doesn’t apply. Our coverage protects orders while they are in transit, and immediately after they are delivered. However, if there is clear and visible tampering to your package to suggest theft, please file a claim with Route.

Wrong items delivered in an order
If you received incorrect items in your order, including items in the wrong color or size, please contact the brand or retailer directly to resolve your issue. As these issues occurred during order fulfillment (the process of processing and readying your order to ship), they are in the best position to help. Route’s Shipping Protection doesn’t apply in these cases, as our coverage protects orders while they are in transit, and immediately after they are delivered.

Manufacturing defects
If your item exhibits defects that occurred during manufacturing, please contact the retailer directly to resolve your issue. Their return or refund policy may be able to support you. Because these issues occurred prior to shipment, Route’s Shipping Protection doesn’t apply. Our coverage protects orders while they are in transit, and immediately after they are delivered. 

Cancelled order
If a brand or retailer cancelled your order, it is likely because they are unable to fulfill it, such as when items are out of stock. Please reach out to the brand or retailer directly with questions. You will be unable to submit any claims with Route as our Shipping Protection only covers orders that have shipped. Customers will be reimbursed by the brand or retailer for the amount they paid for Route Shipping Protection.

If you cancelled your order, Route is unable to resolve your issue. Our Shipping Protection only covers orders while they are in transit, and immediately after they are delivered. Customers will be reimbursed by the brand or retailer for the amount they paid for Route Shipping Protection.

Chargeback already in process
If you have already initiated a chargeback request with your bank, Route is unable to resolve your issue. Chargebacks can take up to 60 days to successfully process, compared to Route’s 24-hour claim resolution time. For a quicker resolution through Route, please cancel the chargeback request with your bank and file a claim via our Resolve Center. Learn more about how Route handles chargebacks

Contraband
If your order is seized because it is considered contraband in your state or country, Route Shipping Protection doesn’t apply. Please keep in mind that what is legal in one state may be illegal in another. Check your state law before purchasing. 

Shipping issues

Order is unfulfilled 
Orders that are unfulfilled are still being processed and have not yet left the brand or retailer’s shop, warehouse, or fulfillment center. It can take as little as a few hours or upwards of two weeks for orders to be fulfilled. Low inventory or temporarily out-of-stock items can contribute to delays. Orders that are still being fulfilled will not yet have a tracking number. Please contact the retailer with questions.

Order is in pre-shipment
Orders marked with the tracking status “pre-shipment,” “label created,” or “shipment information received” indicate that the brand or retailer has created a shipping label and tracking number for your package. But, it has not yet been accepted (or received) by the shipping carrier. Please contact the retailer with questions.

Incorrect delivery address
If you entered the wrong address at the time of purchase, Route’s Shipping Protection doesn’t apply. Our policy only covers incidents that occur after your purchase is complete and has been received by the shipping carrier. If your package has not yet shipped, please contact the retailer to fix the incorrect address. If the package has already shipped, please contact the shipping carrier to divert the package to the correct address.

Return to Sender
If a shipping carrier is unable to deliver a package due to an invalid or undeliverable address, an unexpected delivery barrier, or if the customer refuses a delivery, the packages are typically returned to the sender—in this case, the brand or retailer. In these circumstances, Route’s Shipping Protection doesn’t apply because the package was not lost, stolen, or damaged. Please contact the retailer to resolve your issue. 

Rescheduled for delivery
This shipping status suggests that your package is on its way, but due to an issue, the carrier needed to reschedule the delivery date. For questions, please contact the shipping carrier directly.

Tracking updated after claim submitted
The shipping carrier has updated the tracking information since you submitted the claim. Our policy includes wait-to-file periods for submitting claims as packages are sometimes delayed in transit or prematurely marked as delivered, but often do show up. 

Region under U.S. Sanctions not covered or sanctioned
Due to U.S. government restrictions, we are unable to offer Route Shipping Protection in the following countries: Afghanistan, Armenia, Azerbaijan, Belarus, Haiti, Iran, Iraq, Kazakhstan, Kyrgyzstan, Libya, Moldova, North Korea, Pakistan, Russia, Somalia, Syria, Tajikistan, Turkmenistan, Ukraine, Uzbekistan, and Yemen. Please reach out to the brand or retailer directly to resolve your issue.

Order held in customs
Shipping carriers do not provide Route with information about why your order has been held. Often, customers simply need to sign for their item or pay a customs fee. Please contact your local customs office for more information and next steps.

Timing issues 

Claim filed too soon
For orders that are stuck in transit or have been marked “delivered,” Route requires a wait-to-file period before filing a claim. Please note: You will be unable to file a claim in our Resolve Center until after this time frame is complete. As frustrating as it can be to wait, Route provides this short grace period because most packages do show up—albeit late. Read more about when to file a claim.

Claim filed too late
All claims must be filed within a 30-day lost, stolen, or damaged protection time frame. If your claim was filed after 30 days since it was lost, stolen, or damaged, please contact the retailer directly to resolve your issue. Their return or refund policy may be able to support you. Read more about deadlines to file a claim.

Suspected fraud

Fraudulent retailer or brand
The retailer you purchased from is not a legitimate Route partner, and may have posed as a Route partner using deceptive means. It is also possible that the retailer itself is fraudulent. We recommend that you contact your bank for next steps, as they are well-equipped to assist you in resolving this matter. 

Fraudulent claim
If Route suspects that a customer has undertaken any dishonest acts, such as any manipulating, tampering, and/or corrupting of tracking data to make it appear as though a delivered shipment is lost in transit, our Shipping Protection will not apply. If you believe this conclusion has been made in error, or that all or part of your claim has been wrongfully denied, please contact us.