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 claim for your lost shipment. Contact us at help@lucy.co once you have filed a report with USPS. Please 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.


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