Route Package Protection is a service that insures lost, stolen, and damaged packages. We implemented it here at Fat and the Moon because previously, when our customers' packages were lost, we had no means of recourse through UPS or USPS. Enter Route! We’re so stoked on it.
You can report issues (i.e. lost, stolen, or damaged packages) with Route by going to the Resolve Center. It’s a very simple and quick process—just a couple of clicks and you’re good to go!
Lost - stuck in transit
Domestic: The issue must be filed between 7 and 30 days from the last shipping update.
International: The issue must be filed between 20 and 30 days from the last shipping update.
Stolen - marked as delivered
The issue must be filed between 5 and 15 days from when the order was marked delivered.
Stolen orders over $100 USD require a police report.
The issue must be filed with photos of the damaged package and item, no later than 15 days from when the order was marked delivered.
You can review Route’s full set of policies here.