If you purchased Route Package Protection, file a claim for your order via the Route app, the email they sent you at the time of purchase, or by visiting claims.route.com.  If your purchase has defects, or if you suspect it was damaged during manufacturing, please contact us at customercare@ymijeans.com and we will be happy to assist you. If you do not wish to purchase Route Package Protection, YMI Jeans will not be responsible for the loss or theft of packages once they have left our warehouse. In the unlikely and unfortunate event that your order is lost, stolen, or damaged in transit and you have not opted for Route, please file a claim with the carrier of your package. The shipping carrier that you select at checkout is responsible for the safe and timely delivery of your package. We receive the same shipment tracking details from the carrier that the customer receives.