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Route Package Protection Policies

In order for the issue to be approved it must be stolen, lost, or damaged and be within Route policy timeframes. Here are the requirements for common issue scenarios:

 

Marked As Delivered (Stolen)

  • Issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered.

  • Orders over $100 USD require a police report.

Stuck In Transit (Lost)

  • For US: Issues can be approved no earlier than 7 days and no later than 30 days from the last update, and no later than 60 days from order date.

  • For International: Issues can be approved no earlier than 20 days and no later than 30 days from the last update, and no later than 60 days from order date.

Damaged

  • Damaged items must include photos of the package and item (required), and issue is submitted no later than 15 days from when it was marked delivered.