When Should I File a Claim?

Marked As Delivered  (Stolen)

  • Claims will be reviewed no earlier than 5 calendar days and no later than 15 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)

  • If package has been in transit for 2 days or longer without delivery, you can file a claim for your package. 
  • You have a max of 30 days from the last valid tracking update to file a claim. 


  • If the package arrives spoiled, you have a max of 15 days from the date the package is marked as delivered to file a claim. 
  • If the package is in transit for more than 2 days, the package will be considered damaged/spoiled and can proceed with a claim, no photo of damage necessary. 

Delayed/Spoiled in Transit 

  • If order is delivered or on track to be delivered more than 48 HOURS after order shipment/carrier pickup, order is considered DAMAGED and should always be approved, even without pictures.

All of Route’s policies are listed here

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