Filing a claim

Claims Information and How to Start a Claim

Below is a simple guide to help you navigate claims for lost, damaged, or stolen packages with Route, USPS, UPS, and FedEx.

Route Package Protection Claims

Coverage:
Route protects against lost, damaged, or stolen packages for all orders where Route Protection was added during checkout.

How to File a Claim:

  1. Gather your order number and email address used for the purchase.
  2. Visit the Route Claims Portal.
  3. Fill out the claim form with the following:
    • Order number and email address
    • Description of the issue (e.g., lost, damaged, or stolen item)
    • Supporting evidence:
      • Photos of damaged items, inside and outside of the box, and packing materials (if applicable).
  4. Submit your claim within:
    • 15 days of delivery for lost or stolen items.
    • 15 days of delivery for damaged items.

Resolution Timeline:
Most claims are resolved quickly, with refunds or replacements issued within minutes to a few business days.

USPS Claims

Coverage:
- Priority Mail and Ground Advantage: Includes up to $100 USD of insurance.
- Additional insurance can be purchased for higher-value shipments.

How to File a Claim:

  1. Go to the USPS Claims Page.
  2. Provide:
    • Tracking number
    • Proof of value (e.g., receipt or invoice)
    • Photos of damaged items and packaging (if applicable).
  3. File your claim within:
    • 60 days of shipment for loss or damage.

Resolution Timeline:
USPS typically processes claims within 5-10 business days.

UPS Claims

Coverage:
- UPS provides up to $100 USD in liability coverage.
- Additional coverage can be purchased for higher-value shipments.

How to File a Claim:

  1. Start a claim on the UPS Claims Portal.
  2. Submit:
    • Tracking number
    • Proof of value (e.g., invoice or receipt)
    • Photos of damage and packaging (if applicable).
  3. File your claim within:
    • 60 days of delivery for damage.
    • 9 months of shipment for loss.

Resolution Timeline:
UPS processes claims within 5-15 business days after receiving all documentation.

FedEx Claims

Coverage:
- FedEx includes up to $100 USD in liability coverage.
- Additional declared value protection is available for higher-value items.

How to File a Claim:

  1. File a claim on the FedEx Claims Portal.
  2. Provide:
    • Tracking number
    • Proof of value (e.g., receipt or invoice)
    • Photos of damaged items and packaging (if applicable).
  3. File your claim within:
    • 21 days of delivery for damage.
    • 60 days of shipment for loss.

Resolution Timeline:
FedEx resolves claims within 7-21 business days, depending on complexity.

Need Assistance?

If you need help with a claim or have additional questions, feel free to reach out to us:

We’re here to help ensure your claims process is as smooth as possible!