Note: Route is a package tracking and shipping protection provider. We support brands by protecting their customers’ online orders from damage, loss, and theft. If something goes wrong, customers (that’s you!) can quickly and conveniently resolve their issue in just a few steps. For more information about our coverage, read our Route Shipping Protection policies.

If you purchased our Shipping Protection and encountered an issue with your order, please read the below guidelines for when to file a claim.

Damaged

An order is considered damaged when Item(s) arrive fractured, shattered, bent, crushed, broken, or otherwise unusable.

Claim time frame: Within 30 days from the date the package was marked “delivered.”

Lost

An order is considered lost when it is never reported as “delivered” and a tracking update has not been issued for more than 7 days for domestic shipments and 20 days for international shipments. Or, if 48 hours have elapsed from an estimated delivery date provided by the shipping carrier, and no delivery or tracking update has been made. 

Claim filing time frame: For domestic shipments (items shipped within the United States), between 7 and 30 days from the last tracking update. For international shipments (items shipped to or from a location outside of the United States), between 20 and 30 days from the last tracking update.

Route requires a 7-day wait-to-file period for lost orders as packages are sometimes delayed in transit, but do often show up.

Stolen

An order is considered stolen when it is marked “delivered,” but was not received by the customer. 

Claim time frame: Between 5 and 30 days from the date the package was marked “delivered.”

Route requires this 5-day wait-to-file period for stolen orders as packages are sometimes prematurely marked as “delivered,” but do often show up.

Note: Though you may file a claim through our Resolve Center 365 days from the date your order was placed (or from the first tracking update), it is unlikely that the claim will be covered if it is filed outside of the timeframes listed below.