If your order is lost
An item is considered lost if it never is reported as Delivered. This can also include if your order has been stuck in any shipping state OTHER than "Delivered" You may file a claim if enough time has been allowed for delivery to take place and it's well past the expected delivery date, or if your order is stuck in a shipping state other than "Delivered"
As a general rule we consider two weeks past the estimated arrival date a "reasonable amount of time" for which a claim can be filed for a lost order.
If your order is broken
Route covers items that are broken, we do not however cover items that have cosmetic damage. A product is considered broken if it is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc. Please remember to send pictures with your claim if your item is broken.
If your order is stolen
We consider a variety of factors to determine whether an order is considered lost or stolen such as: type of residence, whether or not the order was left on the doorstep, amount of time that has past since the order status changed to delivered. If your order has been reported as delivered but you have not received it, in some cases it will be delivered within a day or two. If after a few days you still have not received your order, this would be considered lost or stolen.