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General Policies
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)
Issues can be approved no earlier than 7 days and no later than 30 days from the last update (U...
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Lost Item Policies
Packages presumed to be lost
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 last tracking update for United States domestic shipments (20 days for international shipments, including Canada unless a ...
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Refunds and Reorders
Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.
Reorders: Route will reorder the items, but please note that items can only be replaced depending on in-stock availability. All reorders have Route
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What is Route?
We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers a few options to improve the post-purchase experience.
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What is Route Protect?
Adding Route Package Protection to your order at checkout means that your order is protected against being lost, damaged, or stolen. In the unfortunate instance that you experience one of these inconveniences, you can report an issue with Route and they will work with you to make sure you get the...
