My order never arrived. What can I do?

If you DID NOT purchase Route protection:

Lost in Transit/ Returned to Sender

If your order has been marked "Lost in Transit" or "Returned to Sender" by your mail service, or your tracking has been unresponsive for 2 weeks or more; your order may be eligible for a replacement or refund.

Please fill out THIS FORM detailing your case. 

In most cases we can offer EITHER a refund or one replacement shipment of your order. Please make sure your address is complete and correct when submitting your order for a replacement.

If your order is eligible for a replacement, your order will be placed, and you will receive an email with your new tracking information. If you have requested and are approved for a refund, you will receive an email from us with next steps.

     If your request is declined for any reason, you will receive a followup email from us about your case.

**Replacement orders may be subject to reshipment/ restocking fees.**

If you DID purchase Route Protection:

Marked As Delivered (Stolen)

Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when the package was marked delivered. 

Please note, some order issues may require a police report to be filed.

Lost in Transit

For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.

For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.

Please file a claim with Route here.