File a Route Package Protection Claim

If you selected Route Package Protection at checkout and your order is lost, damaged, or stolen, you can easily file a claim with Route.

When Should I Start a Package Protection Claim?

Orders lost during transit:

Claims for Lost packages cannot be made prior to 7 days after the most recent tracking update, and must be filed no later than 30 days after the last tracking update

Orders Marked as Delivered but not Received; Stolen Packages:

Claims for packages marked "delivered" yet not received must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises.

To file a Route Package Protection Claim, you will need:

  1. Your Route Order ID, contained in an email confirmation sent at the time of order
  2. E-mail address used to place your order on our website

If you need help locating your Route Order ID, or any assistance during the claims process, please email us: