We offer shipping insurance at checkout on all items through our partner, Route Package Protection. We highly recommend that package protection is added to all orders.
If you included Route Package Protection, you should have received an email with instructions on how to file a claim if necessary. You can also file a claim here.
Lost Orders
- An order is considered lost if tracking never confirms package status as "delivered"
- If tracking shows no movement or looks to be stuck after exceeding the appropriate amount of shipping days, then orders may be considered lost and a claim will need to be made
How many days following the last tracking update should I file my claim?
- Domestic orders - 7 days
- International orders - 20 days
Claims for orders lost in-transit must be filed no later than 30 days from the last available tracking update.
Stolen Orders
- An order is considered stolen if tracking confirms package status as "delivered," but not received
- Route asks that you wait 5 days from the day your package status was marked delivered before reaching out and filing your claim
Claims for stolen orders must be filed within 15 days from the date your package was marked delivered.
Damaged Orders
- If your item arrives damaged, unusable, or in an unacceptable condition, Route encourages customers to file a claim immediately
- Please include photo reference of damaged item and packaging received
Claims for damaged orders must be filed within 15 days from the date your package was marked delivered.
Shipping insurance is automatically selected for you at checkout, though you may opt-out by de-selecting the Route Package Protection option. If you opt out of package protection, unfortunately we cannot offer replacements or refunds for lost or stolen packages.
(UPDATED NOV 2020)