ROUTE

• Route is a third-party insurance company that acts as package protection on behalf of Retrofête. Route charges a small fee at checkout to ensure that if your package is lost, stolen, or damaged in transit, you will get a replacement or refund. Retrofête is not responsible for lost or stolen packages if you choose to remove Route from your order. For more information about Route, click here!

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 as preferred. Claims will be reviewed for approval within 1-5 business days from filing.

Marked As Delivered (Stolen)

• Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered. Please note, some order issues may require a police report to be filed.

Stuck In Transit (Lost)

• For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date. For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date.

Damaged

• Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

All of Route’s policies are listed here

• If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
• You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.