Occasionally, packages may not make it back to us and are considered lost in transit (LIT). Here’s how we handle it:
If you purchased Route package insurance: You can file a claim directly with Route for a replacement or refund.
If you didn’t purchase Route insurance: Contact our Customer Support team for assistance.
Reshipping Your Order
If the returned package arrives at our facility and reshipment is possible, we will:
Reship the package to the confirmed or updated address.
Provide new tracking information to follow its delivery progress.
In some cases, reshipment may not be feasible—for example, if return postage is required but not covered by the shipping method. In such cases, we’ll work with you to find the best possible resolution.
Our Commitment to Helping
- While we’re not responsible for undeliverable packages caused by address errors, we’re here to assist however we can. If you have any questions or need further help, don’t hesitate to reach out to our Customer Support team.
- We’re committed to helping you get your order as smoothly as possible. Stay golden!
