If your Route protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded - whicvh ever you prefer. Claims will be reviewed for approval within 1-2 business days from filing.

---

Need to file a claim? File Here

Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included, however Thumbs Ltd will cover your shipping costs seperatley. Route insurance costs are non refundable.

Reorders: Route will reorder the items, depending on in-stock availability. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.

Packages presumed to be lost
An item is considered “lost” if it is never reported as “delivered,” and if 7 days have passed since the last tracking status update for domestic shipments, and 20 days for international shipments. A claim must be filed within 30 days of the last tracking update.

Need to file a claim? File Here

Elapsed estimated delivery date
Route will consider a package “lost” if 48 hours have passed since the last estimated delivery date provided by the carrier, and no delivery or update to status has been made. A claim must be filed within 30 days of the last tracking update.

Need to file a claim? File Here

Only part of an order was delivered
If a single order is shipped in multiple packages and any package(s) does not arrive, Route will consider the undelivered package(s) “lost.” A claim must be filed within 30 days of the last tracking update (“delivery date”). 

If a single order of multiple items is shipped in one package, but only part of the order arrived and there is no evidence of tampering, Route will not consider the package “lost.” Please reach out to the Thumbs Ltd directly using the contact form here.

Damaged Items 

Route will consider an item “damaged” if it is unusable. Route requires evidence of the damaged item (photos, videos, etc.) as part of the claims filing process. Claims for damaged orders must be filed within 30 days of the delivery date. 

Need to file a claim? File Here

Manufacturing Defects

Route will not consider an item “damaged” if it exhibits any manufacturing defects or nicks or marks that you suspect may have occurred prior to shipment (e.g. the box or packaging does not show signs of mishandling). Please contact Thumbs Ltd directly for any manufacturing issues with the contact form here

Delivered but missing package
Route will consider a package “stolen” if the package is marked “delivered” but the customer did not receive it. A claim must be filed within 30 days of the “delivery date,” but no sooner than 5 days to account for the possibility that the package may be found on the premises or has been marked “delivered” prematurely by the carrier. 

Need to file a claim? File Here

Delivered to wrong address
Route will consider a package “stolen” if the customer provided the correct address at checkout, but the shipping carrier delivered it to the wrong address. A claim must be filed within 30 days of the “delivery date,” but no sooner than 5 days to account for the possibility that the neighbor may hand over the misdelivered package. 

Need to file a claim? File Here

Invalid address, delivery barriers, or packages marked “return to sender”
Route will not consider a package “lost” if a shipping carrier is unable to deliver a package due to an invalid or undeliverable address, an unexpected delivery barrier, or if the customer refuses a delivery. In these instances, the carrier may return the package to the retailer (“return to sender”). Customers should contact Thumbs Ltd to check on these returns with the contact form here

If the package is misplaced by the carrier while in transit back to the retailer, and no tracking update is issued for 7 days, Route will consider the package “lost.” A claim must be filed within 30 days of the last tracking update. 

Input wrong address
Route will not consider a package “lost” if the customer entered the wrong address at the time of purchase. If the package has not yet shipped, customers should reach out to the Thumbs Ltd to remedy the incorrect address. If the package has already shipped, customers should reach out to the shipping carrier to divert the package to the correct address.

Route will not consider a package “lost” if the order is stuck in customs for any reason, including incomplete paperwork, unpaid taxes or fees, or prohibited items. Please contact your local customs agency with questions. However, if a package is a replacement order processed by Route and it is stuck in customs due to unpaid fees, Route may reimburse the cost of the customs fees at our discretion.