So iLL is not responsible for, and does not file claims for lost and stolen packages. We strongly encourage all purchases include coverage of Route package protection. In the event your package is lost, we suggest the following: First, if a package is marked 'delivered', and cannot be found, we encourage you to check in with nearby neighbors or your local FedEx/UPS/USPS office or hub. Sometimes packages can still be recovered. Due to the rise of package theft, we encourage our customers to purchase Route shipping insurance at checkout. If you are experiencing delivery issues and purchased Route insurance, please file a claim here. If Route shipping insurance is not purchased, we are not liable to replace or reship items.