Filing a ClaimUpdated 6 months ago

We hope this doesn't occur however ship does happen SO if you have added Route Shipping Protection to your order it is super simple! You can quickly report the issue by using the email you received from Route when you placed your order or by heading straight to claims.route.com. Their team is all set to help get things sorted with an average response time of 2 hours.

Timelines to claim :
• Damaged is when Item(s) arrive fractured, shattered, bent, crushed, broken, or otherwise unusable. You have up to 30 days from the date the package was marked “delivered.”
• Lost is 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. 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. Now Route do require a 7-day wait-to-file period for lost orders as packages are sometimes delayed in transit, but do often show up.
• Stolen is when it is marked “delivered,” but was not received by the customer. Claim must be placed between 5 and 30 days from the date the package was marked “delivered.” And again, Route require a 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 Routes 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.