Issue: The item was never delivered.
Please file an insurance claim in case you received a tracking number, and the tracking number hasn’t changed for at least:
US – 7 days for USPS tracking numbers since last tracking update
Canada – 14 days for Canada since last tracking update
Other countries – 20 days for Canada since last tracking update
The claim must be filed between the days mentioned above up to 30 days from the last tracking update.
Early or late claims will not be approved.
Please do not file a claim if you haven’t received a tracking number contact us if you haven’t received one within 7 days.
Issue: Tracking number marked delivered, but you haven’t received your item.
The claim must be made 5 days after the “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises.
- On orders over $100, the customer files the police report and includes an explanation that Route is a package protection company that has protected the customer’s package that has been stolen. To process the order issue with Route, Route is requiring a police report.
- Send Route the police report PDF & number in the order issue.
Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony.
Issue: Delivered to wrong address
- If the customer input the correct address at checkout and the package was delivered to the wrong address, Route considers this as stolen and we will replace the order on behalf of the customer.
Issue: Received a damaged/broken item.
- A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.
- Route does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. At our discretion, we may offer a 15-30% refund depending on the severity of the cosmetic damage.
Route insurance policy: https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies
File a claim here: https://claims.route.com
Contact us: https://buymoldavite.com/contact-us/