File a Loss or Damaged Claim

We’ve partnered with Route—a package protection and tracking solution—to give you the best possible delivery experience. Route offers a few options to improve the experience:  Route is a premium package protection for your online orders.

When you add Route at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.

Purchased Route and need to file a claim? File here 

Claim Filing Requirements

See Route Package Protection Policies 

Claims Reporting Time Frame(s) 

It is understood and agreed that the following timelines for claims transmittal must be adhered to in order for a claims to be processed: 

• Claims 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 domestic shipments (and 20 days for international shipments), but not later than 30 days from the date the shipment was originally scheduled to be delivered.

• All other claims for loss or damage should be filed as soon as discovered but in no event later than 60 days from the purchase date.

• Claims for packages marked by the carrier as “delivered” not received by the customer must be filed within 5 days from the date and time shown by carrier as delivered. Underwriters reserve the right to require proof of either a copy of a police report showing report of theft or security video recording showing evidence of theft.