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My courier says the item has been delivered but my order never came or missing certain items within it. What should I do?Updated a year ago

First off, we apologize for the inconvenience and the frustration. Our logistics team works extremely hard around the clock to make sure that you get your order fast and on time, but we apologize in advance and ask for your patience in getting to the bottom of this.

Missing Items within Package

With every order, our logistics team will always double check to make sure that the missing item(s) was included in your package. We take pictures of these packages to ensure we accurately fulfill customers' orders.

Theft / Stolen Package

As always in cases like these, please contact our support team. If it does turn out that the courier delivered your package and it's missing, we will be filing a missing content investigation with the courier as well as the local authorities as this may be a case of theft. We have seen situations where the package was opened and things were taken out while en route to delivery. I do apologize for that. The courier and local authorities may contact you for more information.

Please note that this investigation may take up to 8 business days to resolve. We will keep you updated as soon as we have any updates for you.

If you have purchased Route Shipping Insurance, please refer to the email that was sent to you by Route upon your purchase. You may be eligible for a complete reimbursement and replacement of your package from Route.
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