How do I file a claim for my lost, stolen, or damaged order?
If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/.
Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.
Does Route+ cover stolen items?
Yes! When you insure your orders with Route+, stolen items are eligible for reorders or refunds.
Is Route a licensed insurance company?
Yes. Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.
**IF YOU OPTED OUT OF ROUTE**
*LOST SHIPMENTS* Please contact USPS and file a missing mail claim for your lost shipment by following this link: https://www.usps.com/help/missing-mail.htm. Lucy is unable to do this on your behalf.
Contact us at help@lucy.co once you have filed a report with USPS and provide us with the claim information and we can then ship a replacement.
*STOLEN SHIPMENTS* Please file a police report for any shipment you believe may have been stolen. Please reach out at help@lucy.co once you have filed a police report. Provide us with the report information and we will ship a replacement.