What if the products in my order arrived damaged?

We are sorry if you received items that were damaged! If your order was insured by opting into Route insurance, we ask you to please file a claim by going to claims.route.com. You can also file a claim through the email you receive from Route after placing your order or with Route through the mobile app:  iOS or Android.

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

Please note that claims for damaged packages can be filed immediately, and no later than 15 days from when the order was marked delivered.

If Route insurance was opted out of at the time of purchase and your items were received damaged, we will gladly replace your product but no refunds will be issued. Click here to submit your replacement request.