Route offers you "peace of mind" package protection for all of your orders at an affordable price. The cost to you - to fully protect your package in the event that it is lost, damaged, or stolen - is calculated based on the subtotal of the order and the partnership between Route and the merchant.
My Package is Missing; Is it Lost or Stolen?
If an order is being reported as anything other than delivered for an unreasonable amount of time, we can safely conclude that the item is lost. For example, you purchased 3-day shipping and it's been over a week in-transit.
If a scan was missed, the package was misplaced, or simply did not ship, it is unlikely that the status will change to delivered. At this point, we can step in to help give the best next steps!
What if the order is being reported as delivered but is nowhere to be found?
If you live in an apartment complex, you might have:
- a mail hub where the mailman delivers all mail
- a single-family home where the order may have been placed on the front step
- the mailman delivered the item to the wrong house.
Depending on the situation, you may need to file a police report with your local police department. (See a list of non-emergency police contacts here).
Our Product Support team looks at these order issues on a case-by-case basis and determines the best course of action to get your items refunded.
Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felon
What if I didn’t want Route Package Protection?
If your order has shipped from the retailer, Route is protecting your package that is currently in transit. In the case your package is lost, damaged, or stolen, Route will replace or refund the order for you based on our Package Protection Policies. Route cannot be refunded since the service is in use.
If you have just purchased your order and it has not shipped, Route cannot directly refund the cost of our services. Please reach out to the merchant you purchased from to refund the cost of Route.
How to File an Order Issue
1. Go to the Route Resolve Center (via the Route app or web link from your order confirmation email)
2. Enter your email and order number, click next
3. Select the items you would like to file for, as well as the order issue type:
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Where’s my package?
- If you select this option, you will be given a tracking update, and will have the option to “report an issue” if needed
- Damaged
- Issue unrelated to lost or stolen
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Where’s my package?
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- Lost
- Stolen
- Damaged
- Issue unrelated to lost, stolen, or damaged
6. Depending on what your merchant offers, in some cases you will be asked for your resolution preference.
7. At the end of the process you will be given an order issue summary with more information on what to expect next. You can log back into this page at any time and check for more updates!
When to File an Order Issue
All issues are eligible to file within 15 days from the order date, or 15 from the first tracking checkpoint if there is a tracking number available.
Lost item
An item is considered lost if it never is reported as delivered.
- This can also include if your order has been stuck in any shipping state OTHER than "delivered" You may report an order issue if enough time has been allowed for delivery to take place and it's well past the expected delivery date, or if your order is stuck in a shipping state other than "delivered"
Order issues are considered "lost" after 7 days without a tracking status update (20 for international) and must be filed no later than 30 days from the last update.
On orders with an Estimated Delivery Date (EDD), please file within 2-30 days of the EDD.
Damaged order
If your item arrives damaged, unusable, or in an otherwise unacceptable condition, we invite you to report an order issue right away.
- Please remember to include pictures of the item(s) and packaging. Damaged packages must be filed within 15 days from the date it was marked as delivered.
Stolen package
Order issues for packages marked "delivered" yet not received, and where there is no evidence of “porch piracy,” must be made 5 days after “delivery date,” but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises.
Please see our Route Package Protection Policies help center article for further details.