1. For lost claims: We use your carriers tracking information so we can determine if the package was delivered and if any exceptions were noted upon delivery. You do not need to attach any files.

  2. For damage claims: Please take photos of the damaged items and attach them to the Support Ticket. For damage claims where no exceptions were noted upon delivery the customer has 72 hours to file the damage claim for concealed damage.

  3. For theft (porch pirating): After delivery of the carrier has been confirmed; you have 24 hours to file a claim with Route. Within 48 hours after a claim is filed, you must send a copy of either a police report or proof that a report was filed with the police such as a confirmation number or video of the theft in process.