Lost or Stolen Packages

When purchasing, please be sure that your shipping address is complete and accurate. We are not responsible for items lost or returned due to the incorrect or insufficient address.

When you place an order with us please note that the liability is between you and the carrier. We do not make any exceptions to this policy.

We are always happy to replace items that aren't marked as delivered, but once the package has been scanned as delivered we are not responsible for lost or stolen packages. 

Here are a few recommendations to help track down your package:

  • Occasionally, USPS and UPS update tracking information as "delivered" a few hours or even days earlier than the actual delivery. Please wait at least 48 hours to see if the package turns up. 
  • Confirm that the shipping address you entered is correct.
  • Visit your local USPS office with tracking handy to see where the postal carrier dropped off your package.
  • Check with members of your household or neighbors to see if your package was left with someone.

Below are links to each carrier’s claims support: 

For Orders Placed on Instagram and Facebook

Buyer protection is extended to customers who purchase our products from our Facebook or Instagram Shops.

To file a claim on Facebook or Instagram:

  1. Go to your Activity
  2. Tap on the order
  3. Scroll down and tap Get help with your order
  4. Fill in the form with details about your issue and tap Send

Route Package Protection

If you purchased Route Package Protection with your order, then you may file a claim with Route for any packages that are broken in transit, lost in transit, or stolen. Add Route to your cart before checkout to protect your package in the event of Damage, Loss, and Theft.

When you purchase a product with Route Package Protection, you will get an email with your Route Order ID and a link to report an issue. You may also fill out the Resolve an Issue form directly. 

For more information, please view Route’s Package Protection Policies.