Lost item
An item is considered lost if it is never reported as delivered. This can also occur if your order has been stuck in any shipping stage other than "delivered". You may file a claim if enough time has been allowed for delivery to take place and it's past the expected delivery date, or if your order is stuck in a shipping state other than "Delivered".
Claims are considered "lost" after 7 days without a tracking status update (20 days for international shipping) and must be filed no later than 30 days from the last update.
Damaged order
If your item arrives damaged, unusable, or otherwise in unacceptable conditions, we invite you to file a claim immediately. Please remember to include pictures of the item(s) and packaging. Claims for damaged item(s) can be filed right away. Damaged claims must be filed within 15 days from the date it was marked delivered.
Stolen package
Route considers packages marked "delivered" and not received as stolen. We ask that you wait 5 days from the day the package was marked delivered; it can occur that packages are scanned as delivered, yet not show up for a few days. Stolen claims must be filed within 15 days from the date it was marked delivered.