All claims for orders covered by Route Shipping Protection must be filed in accordance with specific time frames and deadlines. This includes any claims filed by your customer, or filed by you on your customer’s behalf.

See the guidelines below for definitions for each of our claims types—damaged, lost, and stolen—and their corresponding timeframes for filing a claim. Please note: Orders must have an active tracking number in order for a claim to be filed.

Damaged

An order is considered damaged when Item(s) arrive fractured, shattered, bent, crushed, broken, or otherwise unusable.

Claim time frame: Within 30 days from the date the package was marked “delivered.”

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 filing 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.

Route requires a 7-day wait-to-file period for lost orders as packages are sometimes delayed in transit, but  often do receive an update to their status.

Stolen

An order is considered stolen when it is marked “delivered,” but was not received by the customer. 

Claim time frame: Between 5 and 30 days from the date the package was marked “delivered.”

Route requires this 5-day wait-to-file period for stolen orders as packages are sometimes prematurely marked as “delivered,” but often do show up.

Please note: Though you or your customer may file a claim 365 days from the date an order was placed (or from the first tracking update received), it is unlikely that the claim will be covered if it is filed outside of the time frames listed above.

The deadlines above are Route's standard policy. Some claims may have unique filing time frames, in accordance with a brand's specific partnership agreement.