I have Route Protection.Updated 2 years ago

For all Route Protected order, if you are having issues with your order such as it is damaged, lost, or stolen please submit a claim through the Route website at https://claims.route.com

Route will take care of your enquiry and communicate with you via email for more information. Route may request additional information to support the claim and will give any deadlines to submit such information to move forward with the claim.

If you are unsure if you have Route Protection you can login to your account or review your e-mail confirmation, it will show you the Route Protection as part of an item in your cart.

Route Tracking & Insurance Details

Lost - stuck in transit

Domestic: The reported issue will be approved no earlier than 5 days and no later than 30 days from the last shipping update.

International: The reported issue will be approved no earlier than 20 days, and no later than 30 days from the last shipping update. *Customers can report an issue early but will be asked to wait.

Stolen - marked as delivered

The issue will be approved no earlier than 3 days, and no later than 15 days from when the order was marked delivered. Stolen orders over $200 USD require a police report. *Customers can report an issue early but will be asked to wait.

Damaged

Depending on the reported damage, the issue may be approved with photos of the damaged package and item, no later than 15 days from when order was marked delivered. When a claim is within the timeframes above, the issue should be solved within 24 hrs.