Our shipping insurance is under Route Inc.
Orders that are damaged in transit have the quickest turnaround for a refund/reorder. Within 24 hours of the claim being submitted, it will be responded to and investigated by our claims department. Photos of the damaged item are required.
Orders that are stolen have relatively short processing time, provided that a police report is attached to the claim. Once submitted, these claims typically are responded to and closed within 24 hours, then processed within 3-5 business days.
For lost orders, claims may be submitted as soon as the item is suspected to be lost. For items that have scheduled delivery dates, Route has a 3-5 business day grace period to ensure that the ordered items aren't simply delayed in transit. After the order is tagged as lost, the refund/reorder will be submitted within 3-5 business days.
For further information on your shipping insurance coverage, please click here.
File A Claim
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