When do I file a claim with Route (Lost, Damaged & Stolen)?Updated 3 months ago
When Do I Make a Claim?
Lost Orders
An item is considered lost if it is not reported as delivered. If sufficient time has passed and the expected delivery date has passed, you can file a claim.
- For domestic orders, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last tracking update.
- For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last tracking update.
Damaged Orders
If your item arrives damaged, unusable, or in unacceptable condition due to shipping, you can file a claim right away.
- Claims for damaged items require photos of the packaging and item(s) and must be filed within 15 days from when it was marked as delivered.
Stolen Packages
If your package is marked as "delivered" but you did not receive it, Route will consider it "stolen" and you can file a claim.
- Claims for stolen packages will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered. Route allows 5 days to account for possible delays or missed deliveries.
- Please note, some issues may require a police report.
Route will promptly review your claim, and you can easily track its status at any time.