Route Package Protection covers lost, stolen, and damaged items that fit the following criteria. Review the policies to understand what lost, stolen, and damaged items Route will cover.
To file a claim please click here.
Note: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included. Crimson and Clover Studio will cover the cost of shipping and taxes after your Route claim has processed.
Still in Pre-Shipment / Carrier Hasn't Received Package
Route does not cover this. If 5 days have passed and it still hasn't moved, please contact us.
Lost Items Policies
Packages presumed to be lost
Invalid address or delivery barriers
- Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender/retailer. The customer’s package is not actually lost, thus Route does not cover this.
Packages labeled "return to sender"
- Route does not cover packages labeled return to sender because the order has been sent back to the retailer. Items are returned to sender when a customer provides an invalid or undeliverable address or refuses a delivery.
- Route covers the customer’s order if the package gets lost in-transit back to the sender.*
*Please note: Route Package Protection timeframes for filing apply.
Order stuck in customs
Route cannot cover when a customer’s order is stuck in international borders/customs.
The customer’s next step is to pay the customs fees in order to receive the package.
- If Route replaces something the customer has already paid customs on, under Route’s discretion, Route can approve and pay customs the second time.
Order issue filed too soon
- If the customer is filing an order issue the same day that the package was marked as delivered, at our discretion Route may ask you to wait 5 business days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.
Stolen Items Policies
Delivered but missing package
At our discretion, Route requires a police report when the customer’s package is marked as delivered.
- Customer files the police report and includes an explanation that Route is a package protection company that has protected the customer’s package that has been stolen. To process the order issue with Route, Route is requiring a police report.
- Send Route the police report PDF & number in the order issue.
Upon request, Route can require additional documentation (e.g. proof of identity, address, etc.).
Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony
**Order issues for packages marked "delivered" yet not received are considered by Route as stolen and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises.
Filing a police report
On orders over $100, Route requires evidence of the police report
Customer files the police report and includes an explanation that Route is a package protection company that has protected the customer’s package that has been stolen. To process the order issue with Route, Route is requiring a police report. Once filed, the customer sends Route the police report PDF & number in the order issue.
- Upon request, Route can require additional documentation (e.g. proof of identity, address, etc.).
Delivered to wrong address
- If the customer input the correct address at checkout and the package was delivered to the wrong address, Route considers this as stolen and we will replace the order on behalf of the customer.