How Do I File a Claim for my Lost, Damaged, or Stolen Order?Updated 3 days ago
- Visit Route's Resolve Center:
- In the Route mobile app: Go to the Orders tab > Find your order > Tap the ⋮ menu > Select "Help."
- From your order confirmation email: Tap the “File a Claim” link.
2. Fill Out Your Claim:
- Enter your email and order number (if not autofilled).
- Select the item(s) affected by the issue. For multiple items, you can file a single claim for the entire order or individual claims for specific items.
- Choose the issue type (e.g., Lost, Stolen, or Damaged).
3. Provide Details:
- Include photos (if prompted) and describe what happened.
- Select your resolution preference (refund or replacement).
4. Submit Your Claim:
- Verify your phone number and review the details.
- Once submitted, you’ll receive a Claim Summary page to track updates.
Deadlines to File a Claim:
- Damaged: Within 30 days from the delivery date.
- Lost: Between 7-30 days (domestic) or 20-30 days (international) from the last tracking update.
- Stolen: Between 5-30 days from the delivery date.
We’re here to assist if you have any trouble with the process or further questions. Let us know how else we can help!