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.