How do I file a Route claim for a lost, damaged, or stolen order?

If you purchased Route Package Protection at checkout, you can file a claim at claims.route.com or through the Route app using your order number (or Route ID) and the email address used on the order. Timing depends on the type of issue:

• Marked as delivered but not received (stolen): claims are reviewed no earlier than 5 days and no later than 30 days after the delivery date. A police report may be required in some cases.
• Stuck in transit (lost), domestic: reviewed 2–30 days from the last tracking update, with a maximum filing window of 365 days from the order date.
• Stuck in transit (lost), international: reviewed 20–30 days from the last tracking update, also within 365 days of the order date.
• Damaged: must be filed within 30 days of the delivery date and include photos of both the item and the packaging.

Approved claims are typically reviewed within 1–2 business days. For refunds, Route covers the subtotal, shipping, and taxes (when Automatic Issue Resolution is enabled); the Route Premium cost itself is not refunded. For reorders, Route covers the cost of replacing in-stock items, including shipping and taxes — any unavailable items are refunded instead. If you didn't purchase Route Package Protection, contact Flexfilm directly and we'll do what we can to help.