If your order was not delivered or the package is missing after the carrier marked it as delivered, there are a few reasons why this may be the case.
Order Number as Tracking Number
The order number may have been entered manually as a tracking number or the app may have incorrectly pulled in the order number instead of the tracking number. Please check to make sure your tracking number in the app is the correct tracking number provided by the merchant.
Delivery Delay or Carrier Error
Some packages can show up late or be temporarily held up in local transit. Shipping carriers can even mark an item as delivered a little early, and it may not arrive until several days later. Sometimes, a package may be delivered to a neighboring address by mistake. In this case, it's wise to check with your neighbors to locate the package.
Stolen Package
In the unfortunate case that your package was stolen, please see the next steps below.
Route-protected order Not Route-protected
If you know that your order had Route Package Protection, you are covered if your package is lost, stolen or damaged in transit. Please review our policies to see if you are covered. If you already know that you are covered, click here to report your issue and Route will resolve the issue in the form of a refund or reorder as quickly as possible.
If your order did not have Route Package Protection, please contact the merchant or the shipping company for next steps.
