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ROUTE- Stolen Items Policies

Delivered but missing package

At our discretion, Route requires a police report when the customer’s package is marked as delivered.

  1. Customer files the police report and includes an explanation that Route is a package protection company that has protected the customer’s package that has been stolen. To process the order issue with Route, Route is requiring a police report.
  2. Send Route the police report PDF & number in the order issue.

Upon request, Route can require additional documentation (e.g. proof of identity, address, etc.).

Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony

**Order issues for packages marked "delivered" yet not received are considered by Route as stolen and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises.

Filing a police report

  • On orders over $100, Route requires evidence of the police report

  • Customer files the police report and includes an explanation that Route is a package protection company that has protected the customer’s package that has been stolen. To process the order issue with Route, Route is requiring a police report. Once filed, the customer sends Route the police report PDF & number in the order issue.

  • Upon request, Route can require additional documentation (e.g. proof of identity, address, etc.).

Delivered to wrong address

  • If the customer input the correct address at checkout and the package was delivered to the wrong address, Route considers this as stolen and we will replace the order on behalf of the customer.
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