You can file a claim with Route if your order is lost, damaged or stolen and you purchased Route Package Protection with your order. File a claim here.
You may file a claim with Route if your order meets the outlined criteria below of being lost, damaged, or stolen.
Lost order: an item is considered lost if it is never reported as delivered.
- This can also include if your order has been stuck in any shipping state OTHER than "delivered". You may report an order issue if enough time as been allowed for a delivery to take place and it's well past the expected delivery date, or if your order is stuck in a shipping state other than "delivered".
- Order issues are considered "lost" after 7 days without a tracking status update (20 for international) and must be filed no later than 30 days from the last update. On orders with an Estimated Delivery Date (EDD), please file within 2-30 days of the EDD.
Damaged order: If your item arrives damaged, unusable, or in an otherwise unacceptable conditions, Route invites you to report an order issue right away.
- Please remember to include pictures of the item(s) and packaging. Damaged packages must be filed within 30 days of the date it was marked as delivered.
- If your order has defects or you suspect it was damaged during manufacturing and may not be a delivery issue, please reach out ZIWI consumer care.
Stolen package: Order issues for packages marked "delivered" yet not received, and where there is no evidence of "porch piracy" must be made 5 days after "delivery date", not no longer than 30 days to ensure it was not mis-delivered or easily found on the premises.
To file a claim with Route, click here.
How do I contact the shipping carrier?
Route is a third-party package protection service, which may be directed to the shipping carrier if:
- The package is available for pickup.
- Delivery was rescheduled.
- Delivery was attempted and needs to be rescheduled.
In these instances, Route advises contacting the carrier directly so they can help you locate and receive your package. If you need further assistance contact our consumer care team.
