Marked As Delivered (Stolen):
An order is considered stolen when it is marked “delivered,” but was not received by the customer.
Claim time frame: Within 30 days from the date the package was marked “delivered.”
Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered.
Please note, some order issues may require a police report to be filed.
Stuck In Transit (Lost):
An order is considered lost when it is never reported as “delivered” and a tracking update has not been issued for more than 7 days for domestic shipments and 20 days for international shipments. Or, if 48 hours have elapsed from an estimated delivery date provided by the shipping carrier, and no delivery or tracking update has been made.
Claim time frame: For domestic shipments (orders shipped within the national borders), between 7 and 30 days from the last tracking update. For international shipments (orders that cross international borders), between 20 and 30 days from the last tracking update.
For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update.
For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update.
Damaged:
Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 30 calendar days from when it was marked delivered.
For additional information on all of Route’s policies, please visit here.
