How Does Route Work?Updated 15 days ago
What happens if my order is lost, damaged, or stolen?
If your order is lost, damaged, or stolen, Route’s expert support team will help you get your order replaced or refunded. Claims are reviewed within 1-2 business days from filing.
How does Route process refunds or reorders?
Refunds: Route covers the subtotal of the order for refunds. Route premium aren’t included.
Reorders: Route will reorder the items if they are in stock. If any items are unavailable, you will be refunded. Route covers the cost of reorders, including shipping and taxes.
When should I file a claim?
Marked as Delivered (Stolen): Claims can be filed between 5 and 30 calendar days after delivery is marked.
Stuck in Transit (Lost):
- Domestic Orders: Claims can be filed between 2 and 30 calendar days from the last update (max 365 days from the order date).
- Domestic Orders: Claims can be filed between 2 and 30 calendar days from the last update (max 365 days from the order date).
Damaged Orders: Claims for damaged items must be filed within 30 calendar days of delivery and include photos of the packaging and damaged items.
What if my order never arrives or is stolen?
If your order has not arrived or is marked as stolen, you can file a claim with Route here.
What if my order arrives damaged?
If your order arrives damaged, please take photos of both the item and the packaging, and include them when you file a claim. You can file your claim here.
How do I file a claim for a lost, damaged, or stolen order?
You can file a claim through the Route App or online here. You’ll need your order number or Route ID and the email address attached to the order.
For more details, check out all of Route’s policies here.