When Should I File a Claim?Updated 2 months ago
If your order is marked as delivered but you haven’t received it (lost/stolen) we kindly ask that you wait 72 hours from the time it was marked as delivered before reaching out. Sometimes packages are delivered to neighbors or held at a local carrier facility and can still arrive within that timeframe.
How Do I File a Claim for a Lost, Stolen, or Damaged Package?
If you opted into Route Protection, you should have received a confirmation email from Route with a direct link to file a claim.
You can also file a claim via:
The Route App (download available here)
The Route website: https://claims.route.com
You’ll need either:
Your Shop Akira order number, or
Your Route order ID, plus
The email used during checkout
If you did not pay for shipping protection, and have waited the 72 hours post-delivery - contact us ➡ here ⬅ and we are happy to assist you with the next steps.