How Does Route Work?Updated 14 minutes ago
Shipping
What happens if my 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 of filing.
How does Route process refunds or reorders?
- Refunds: Route covers the subtotal of the order. Route premium isn't included.
- Reorders: Route will reorder items if they're in stock (covering shipping and taxes); if unavailable, you'll be refunded instead.
When should I file a claim?
- Marked as delivered (stolen): 5–30 calendar days after delivery is marked.
- Stuck in transit (lost), domestic orders: 2–30 calendar days from the last update (max 365 days from the order date).
- Damaged orders: Within 30 calendar days of delivery, with photos of the packaging and damaged items.
If your order hasn't arrived, is marked as stolen, or arrives damaged, 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 on the order. For damaged items, include photos of both the item and packaging.
How do I get coverage for the cost of my return label? If you've purchased Route's Package Protection and Returns Coverage and want to make a return or exchange, submit your return through our returns portal—the return label fee will be waived entirely.
For more details, check out all of Route's policies here.