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  • Our NYC store is now open! Visit us daily from 12pm to 6pm

  • Free shipping on U.S. orders over $150

Route Package Protection - File A Claim

To file a claim for reimbursement for a package that is lost in transit, missing or stolen upon delivery,
or damaged in transit please review the information below then visit https://claims.route.com/

  • Packages marked "delivered" yet not received are considered stolen, and must be filed 5 days after
    “delivery date” but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises.

  • Packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days
    after the last tracking update for United States domestic shipments (20 days for international shipments, including Canada
    unless a Canadian merchant is shipping within Canada in which case the 7 day domestic shipment timeline applies)
    and within 30 days from the last checkpoint.

  • Claims for damaged orders must be filed within 15 days of the delivery date.