Packages presumed to be lost
Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the last tracking update for United States domestic shipments (20 days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the 7 day domestic shipment timeline applies) and within 30 days from the last checkpoint.

Invalid address or delivery barriers
Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender/retailer. The customer’s package is not actually lost, thus Route does not cover this. In instances where the item is being returned to the sender and is reusable, customers will be referred to the retailer.

Packages labeled "return to sender"
Route does not cover packages labeled return to sender because the order has been sent back to the retailer. Items are returned to sender when a customer provides an invalid or undeliverable address or refuses a delivery. Route covers the customer’s order if the package gets lost in-transit back to the sender. *Please note: Route Package Protection timeframes for filing apply.

Order stuck in customs
Route cannot cover when a customer’s order is stuck in international borders/customs.The customer’s next step is to pay the customs fees in order to receive the package.If Route replaces something the customer has already paid customs on, under Route’s discretion, Route can approve and pay customs the second time.

Delivered but missing package
Order issues for packages marked "delivered" yet not received are considered by Route as stolen and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises. At Route's discretion, Route requires a police report when the customer's package is marked as delivered but missing. Upon request, Route can require additional documentation (e.g. proof of identity, address, etc.).

Delievered to the wrong address
If the customer input the correct address at checkout and the package was delivered to the wrong address, Route considers this as stolen and we will replace the order on behalf of the customer.

Broken items
Route does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. At Route's discretion, they may offer a 15-30% refund depending on the severity of the cosmetic damage. Route requires further evidence of the customer’s damaged item (i.e. more photos, videos, etc.).

For more information on Route's package protection policies, click here.