Though nothing is quite as delightful as getting exactly what you paid for exactly when you expect to, it doesn’t have to be a total drag when something goes wrong.

That’s why we made our claims filing and issue resolution process as easy as possible, and offer a range of solutions to fit your needs, whether it’s a speedy reorder, a gift card, or money back in your pocket. 

Please note: The resolution options available to you are determined by each brand or retailer. 

Replacements and reorders

If you select a reorder, you will receive a confirmation email from the retailer that includes your new order number as well as a receipt. Once the retailer fulfills the replacement order, you will receive another email with information about the shipping carrier (UPS, USPS, FedEx, DHL, etc.), tracking number, as well as links to track your package via the carrier’s website and Route’s web tracking page. You may also use the Route mobile app to track your package and receive updates on its progress. Note: Route covers the entire cost of a replacement, including Shipping Protection on the reorder. Please file a claim if your reorder is lost, stolen, or damaged in transit.

Refunds

If you select a refund, the funds will be returned to your original payment method, as a balance to your PayPal or Venmo account, or as cash on a prepaid Mastercard. The refund options available for you to choose from are determined by the brand or retailer. Note: The total refund amount excludes the cost of Route Shipping Protection.

See below for more information on these options. Or click to learn how to access and use your refund.

Original Form of Payment
Once your refund is processed, the refund should be reflected in your account within 5-7 business days.

PayPal 
PayPal is a fast, easy, free, and most importantly, safe and secure way to receive your refund. Once your refund is processed, the funds should be reflected in your balance by the next business day. Link your bank account and transfer the funds seamlessly. 

Venmo
Venmo is another simple, safe, and secure option for receiving refunds. Once your refund is processed, the funds should be reflected in your balance by the next business day. Add your bank account and transfer the funds in just a few taps. 

Prepaid Mastercard
After your claim has been approved, you will receive an email with the prepaid card information and instructions for how to activate your card. Once activated, you can start spending with any institution that accepts MasterCard. 

Gift Cards

If you select a gift card, you will receive an email with the details of your digital gift card from the brand or retailer you originally purchased from. These funds can be used to purchase any item at the same retailer. To use the card, enter the details at the point of checkout.