What if I don't receive my package?

We are sorry to hear you have not received your package! Due to carrier constraints, we do appreciate your understanding and patience and ask you to please wait 8 business days since your package’s last scanned movement before reaching out for assistance.  

If Route insurance was selected at check out and the package’s last scanned movement has exceeded 8 business days, please file a claim by going to claims.route.com. You can also file a claim through the email you received from Route or with Route through their mobile app linked here: iOS or Android.

Once started, please click here to send us the documentation of your claim being started. Once submitted, Route will help with regards to a refund or replace your damaged product.

• Stolen & damaged packages have 15 business days from delivery to file a claim. After that time, The Honey Pot Co. and Route insurance are unable to assist.  
• Lost packages have up to 30 days from the last movement scan to file a claim. After that time, The Honey Pot Co. and Route insurance are unable to assist. 

If Route insurance was opted out of at checkout and the package has not been received, The Honey Pot Co. will provide an order replacement once the last scanned movement has exceeded 8 business days, no refunds may be issued for non-insured orders. Click here to submit your replacement request.

The Honey Pot Company must be notified within 20 business days of not receiving an order. The Honey Pot Company is not responsible for any replacements outside of the 8-20 business day timeframe.