For orders that contain items that are damaged, here’s what you can do. 

Damaged items

If you purchased Route Shipping Protection for your order and it arrived fractured, shattered, bent, crushed, broken, or its intended use is otherwise affected, it is covered under Route’s policy. 

To resolve your issue, please take photos and/or videos of the damaged item(s) and the packaging it arrived in, and file a claim within 30 days from the delivery date. Unless the retailer indicates otherwise, the customer does not need to return a damaged or broken item to the retailer. The customer should follow their city ordinances to dispose of any broken items (i.e. shattered glass) properly.

If your order is not protected by Route and it arrives damaged, please contact the brand or retailer to resolve your issue.  

Manufacturing defects

If your order shows any manufacturing defects or nicks or marks that you suspect may have occurred before it was transported by the carrier, please contact the brand or retailer. Because these issues occurred prior to shipment, Route’s Shipping Protection doesn’t apply. Our coverage takes care of incidents while in transit, and immediately after. However, the retailer’s own return or refund policy may cover defects or questions of quality, so it’s worth checking with them. 

Tracking status marked as “Damaged”

Occasionally, a tracking update might state that your item is “damaged and undeliverable,” in which case the shipping carrier will return the package to the brand or retailer. 

If you purchased Route Shipping Protection for your order, please file a claim.

If your order is not protected by Route, contact the brand or retailer directly.