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. For further information on what types of damages are covered, please visit this article.
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 instructions on how to file a claim for a stolen order, please visit this article.
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 additional information on lost items, please visit this article.