I have not received my package. It's either lost or stolen. What do I do?

In the unfortunate event that your package has been lost or stolen, the following options are available to you. 

Please note the following windows for filing claims. These are firm and unable to be altered. 

 

Lost - stuck in transit

Domestic: The issue must be filed between 7 and 30 days from the last shipping update. 

International: The issue must be filed between 20 and 30 days from the last shipping update. 

 

Missing / Stolen - marked as delivered

The issue must be filed between 5 and 15 days from when the order was marked delivered. 

Stolen orders over $100 USD require a police report. 

 

Damaged

The issue must be filed with photos of the damaged package and a photo of the damaged item, no later than 15 days from when the order was marked delivered.

 

IF YOU PURCHASED ROUTE PACKAGE INSURANCE

Simply file a one-click claim through the email that Route sends you after you check out, or you can file here. Route package protection insures your delivery against theft, damage or carrier loss. 

 

IF YOU DID NOT PURCHASE PACKAGE INSURANCE

Please contact our customer support team. We will do our best to find a resolution for your situation, but the best solution is to always insure package protection is purchased. 

 

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