Refer to Routes Claim policies page as it will have the most up-to-date information on their deadlines on when to file a claim. To see the Route+ Claim policies visit their help center article directly here: Route+ Claim Policies – Route
Claim Deadlines #
Order issues 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 last tracking update for United States domestic shipments (20 days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the 7 day domestic shipment timeline applies) and within 30 days from the last checkpoint (tracking update).
Package Delivered, But not Received #
Make sure to check with neighbors and your delivery person before opening a claim. Sometimes packages get marked as “delivered” before they actually arrive, and sometimes they may be delivered to a nearby location accidentally where it may be recovered easily.
In the event of tracking showing delivered but the order was not received, Route’s policy includes a 5-day waiting period from the date of delivery before a claim can be filed. The claim must also be opened within 15 days of the “delivered” tracking status. Failure to open the claim in time will result in the claim being denied. Please refer to Route’s Stolen Items policies for more information.
If TH3D or Route discovers you are abusing the system to commit fraud, you will be blacklisted from all TH3D services and legal action will be taken. Making false reports is illegal and will be pursued by TH3D Studio LLC to the fullest extent of the law.