How do I file a claim?
You can file a claim any time of day or night by going here: https://claims.route.com/ You will need to input your email and order number for it to pull up your order. Your order number would have been sent to you in an email as an order confirmation and would be a set of 6 numbers, starting with 3. If your order was damaged, you will need to submit photos of the damage.
My package was marked as delivered, but I don’t have it. What should I do?
Please know that sometimes packages are marked delivered prematurely. It would be best to wait a few days and check with your neighbors. However, if you would like, you can file a claim here: https://claims.route.com/ Route will get in touch with you via email.
Order issues for packages marked “delivered” yet not received are considered by Route as stolen and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises. If you wait longer than 15 days to file a claim, your claim may not be approved. If you file a claim before the 5 days after it is marked as delivered, Route may have you wait before processing the claim.
Please note that Route considers orders marked as delivered that never arrive as stolen orders. They will require a police report to be filed for the missing package where the subtotal of the order is over $250.
My Order Arrived Damaged? What do I need to do to get a replacement/refund?
Make sure to take pictures of the damages: torn seals, broken lids or bottles, leaking powder or ghee, the box dented in, etc. You will use these pictures, your email, and order number to file a claim here: https://claims.route.com/ and Route can work with you on getting a refund or replacement.
What does Route cover and what does it not?
When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included. Route will ask you for your PayPal information to credit your PayPal account in the amount that was paid for the subtotal of the order.
When replacing an item/order on your behalf, Route will place the order on our website and have it shipped to you. They will cover the costs of this.
My tracking number hasn’t shown any movements of my package in days/weeks. What should I do?
Order issues for packages presumed to be lost by the carrier (where the status is not “delivered”) must be filed no sooner than 7 days after the scheduled delivery date for United States domestic shipments and within 30 days from the last checkpoint.
Important Route Timelines for Filing A Claim:
Ensure you report an issue within the respective deadlines:
- Damaged: Within 15 days of when the package was marked delivered
- Lost (domestic): Between 7* and 30 days from the last tracking update
- Stolen (Marked as delivered but not received): Between 5* and 15 days of when the package was marked delivered
*Route requires these wait-to-file periods for stolen and lost orders as packages are sometimes delayed in transit or prematurely marked as delivered.
Claims can be filed at: https://claims.route.com/
The Product Didn’t Work For Me. Can I get a refund?
If a product did not agree with you or you don’t like it, check our Returns / Refund Policy page and contact Mt. Capra (firstname.lastname@example.org, 877-682-2772), not Route.