How to File a Route Claim for a Lost, Stolen, or Damaged PackageUpdated 3 months ago
Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.
Reorders: Route will reorder the items, but please note that items can only be replaced depending on in-stock availability. All reorders have Route Shipping Protection added, for free!
If you added Route Package Protection to your order at checkout and something went wrong — your package never arrived, was stolen, or showed up damaged — don’t worry babe, you’re covered. 🛡️
Here’s exactly how to file a claim through Route and get the help you need:
Refunds & Reorders: What to Expect
Route typically offers two resolution options depending on availability:
Refunds: If your claim is approved and you choose a refund, Route will cover the subtotal of your order only.
Shipping fees, taxes, and the Route premium are not included in the refund.Reorders: If you’d prefer to have your item(s) resent, Route will place a new order for you at no additional cost — as long as the item(s) are in stock.
Bonus: Your reorder will automatically include Route Protection again, for free!
Step-by-Step: Filing Your Route Claim
Go to: https://claims.route.com
Enter your email address (the one used to place your order)
Enter your order number (you can find this in your confirmation email)
Choose the reason for your claim:
Lost
Stolen
Damaged
Upload any required documentation (like photos of damaged items or proof of theft)
Submit your claim and Route will take it from there.
When Can I File My Claim?
Lost Packages: File between 7–30 days after the last tracking update
Stolen Packages: File between 5–15 days after marked “delivered”
Damaged Packages: File within 15 days of delivery
Claims filed outside of these windows may not be eligible for coverage.
What Happens After I File?
Route will review your submission and reach out via email. If approved, they’ll either:
Reissue your item(s), or
Process a full refund to your original payment method
The process typically takes a few business days, depending on the volume of claims.
Need Help After Filing?
If Route is unable to resolve your issue or you need extra help, reach out to our Body Team at [email protected] and we’ll make sure you’re taken care of.