We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers a few options to improve the experience:
Route is a service that you will add to your cart before checkout in order to receive its benefits. Route is a mobile app that allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers, dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.
Once shipping carrier has received product and it has not moved, customer must file claim with Route within 30 days.
Shipping issues for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” can be approved no earlier than 5 days after “delivery date” and no later than 15 days to ensure it was not misdelivered or easily found around the premises.
Photos required for damaged shipping issues
Shipping issues for packages presumed to be lost (where the status is not "delivered") can be after 7 days (20 days for international) and within 30 days from the last checkpoint.
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