Lost, Stolen, or Damaged Orders Covered Under Route ProtectUpdated 2 years ago

In order to give our customers the best possible delivery experience, your Love & Pebble purchase has the option to add Route Protect for a nominal fee. This service is a premium package protection that easily allows you to file issues for lost, stolen, or damaged packages in the unfortunate case that they arise. 

Need to file a shipping issue? File here. 

What are Route’s Policies?

All policies are listed here.

When you add Route Protect, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days. 

Marked As Delivered (Stolen)

• Issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered 
• Orders over $100 USD require a police report

Stuck In Transit (Lost)

• Issues can be approved no earlier than 7 days and no later than 30 days from the last update (US), 60 days from order date
• Issues can be approved no earlier than 20 days and no later than 30 days from the last update (International), 60 days from order date

Damaged

• File issues for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered.
• If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at [email protected] and we will be happy to work with you to remedy the situation.

Route Refunds vs Reorders

Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.

Reorders: Route will reorder the items, but please note that items can only be replaced depending on in-stock availability. All reorders have Route Shipping Protection added, for free!