I have not received my order, what do I do?Updated 6 months ago
If your package shows a delivered status but you can't find it, your carrier may have placed it in a safer location. Please check:
- Garage
- With others in your household
- Mailbox - Packages may come separately from your regular mail; check again later in the day
- Porch
- Areas protected from weather
- Areas out of street view, such as under a mat or near a back entrance
- Exterior doors and any locations where the package could be placed
If you have a multi-unit community mailbox and there is a key in your regular mail compartment, your package is in a parcel locker. Check the key tag for the corresponding locker number and open that locker. If you live in an apartment/condo, contact your building's management office to see if the package was left with them.
If you purchased package protection for your order, your package was insured from loss, damage, and theft. To report any issues with Route, you can utilize the mobile app (available on iOS or Android), respond to the email you receive from Route after placing your order, or visit claims.route.com.
If you did not have package protection, please send your concern and order number to [email protected]