File A Claim

We’ve partnered with Route to protect your order against any issues that may occur while in transit.

If your package is lost, damaged, or stolen, please file a claim directly with Route (https://claims.route.com/) for fast and hassle-free resolution.

Route is a service that provides package protection and shipping insurance together with order tracking and resolution tools. Route Insurance is built-in into the checkout flow that allows shoppers to protect their order against loss, theft or damage during shipping.

When An Issue occurs:

Suppose the package is lost, stolen, delivered to wrong address, damaged in transit, or never arrives. Route’s policy then may cover the item for a refund or reorder (depending on what Southern Aminos and Route authorize).

If lost:

For example, for a domestic shipment, if no tracking update for 7 days (after last update) or if 48 hrs. past estimated delivery and no status update, etc., then it may be eligible for “lost” claim.

If stolen:

If status shows “Delivered” but you did not receive the package (and you provided correct address) then you may file a “stolen” claim — there are time limits (e.g., within 30 days for many cases) and often a minimum waiting period (e.g., 5 days after “Delivered” status) per policy.

If damaged:

If the item arrives but is damaged in transit (packaging crushed, item clearly broken), you submit photos and claim under “damaged items” policy.

Claim filing & resolution:

If you have the protection, you log into Route’s “Resolve Center” (either via app or web) to file your claim. Route reviews the claim against its policy rules and then:

  • If approved, Route initiates the remedy (refund, store credit, or reorder) depending on your selection during claim filing. 

  • If denied, you’ll be informed why. Resolution time is claimed to be fast (often same day or 1-2 business days) in many cases.

What it may not cover / limitations:

  • If address entered was incorrect at checkout (your mistake) → may be excluded.

  • If delivery barrier / undeliverable address / “return to sender” scenario due to carrier logistics or recipient refusal. 

  • Items stuck in customs (depending on cause, may not be covered).

  • If item marked “pre-shipment” or “label created” but not yet in carrier custody → it’s not yet eligible as “lost” by Route.

  • For “delivered” packages, if you file too early (before the allowable waiting period) or too late beyond maximum claim window → may be denied.