🚫 Delivered but Not Received Policy

Delivery Confirmation

An order is considered successfully delivered once the shipping carrier marks it as "Delivered".

We rely on the carrier's tracking system as the official confirmation of delivery, which may include GPS verification, delivery timestamps, or photo confirmation when available.

Once the carrier confirms delivery, responsibility for the package transfers from the carrier to the recipient.

If You Selected Delivery Protection

If you added shipping protection at checkout, you are covered for eligible issues such as:

• Lost packages
• Stolen packages
• Damage during transit

To resolve the issue, please submit a claim directly through Route using your tracking information.

Claims are reviewed and processed by Route in accordance with their terms and coverage conditions.

If You Did NOT Select Protection

If delivery protection was not selected at checkout, responsibility transfers to the shipping carrier once the order is marked as delivered.

In this case, we do not provide refunds, replacements, or store credit for orders confirmed as delivered.

Customers must work directly with the shipping carrier to investigate or resolve delivery-related issues.

What You Should Do First

• Check around your property (front door, back door, mailbox, garage, etc.)
• Check with neighbors, household members, or building management
• Review any delivery photo or notes provided by the carrier
• Contact the shipping carrier with your tracking number for further details

In some cases, carriers may mark packages as delivered slightly before the actual drop-off.

Address Accuracy & Delivery Location

Customers are responsible for providing a complete and accurate shipping address at checkout.

We are not responsible for delivery issues resulting from incorrect, incomplete, or insecure delivery locations (e.g., unattended areas, shared spaces, apartment mailrooms).

Claims & Investigation Responsibility

Delivery-related claims must be directed to the appropriate party:

• With protection: Submit a claim through Route
• Without protection: Contact the shipping carrier directly

We do not intervene in carrier investigations for packages that have been confirmed as delivered.

Important Notes

• Carrier tracking, including GPS or delivery confirmation data, is considered final proof of delivery.
• We reserve the right to deny claims that contradict verified carrier delivery status.
• False or abusive claims may result in order restrictions or account limitations.