Route is a package protection agency. If your package from Randy’s gets lost, damaged, or stolen during shipping, Route will fulfill your order if you elected to purchase Package Protection during checkout. 

Route offers Route protection on every new order. Your package is protected ONLY if you elected to purchase Route with your order. If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.

If your order is marked as delivered but not received, you may file a stolen claim. Claims will be reviewed by Route no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered. If your order is stuck in transit, you may file a lost claim. Claims will be reviewed by Route no earlier than 2 calendar days after the estimated delivery date or 7 calendar days from the last shipping update and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date.

If your order is damaged in transit, you may file a damaged claim. Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

No. If you successfully received the product with no shipping damage, but the device itself is malfunctioning, please reach out to our in-house support team via the Warranty/Product Support section on our website, found here.