1. Fill out the form with your order details and a description of the issue.
2. Upload clear, close-up photos showing the damage.

If the issue is verified as a defect:

• We will email you a prepaid return label.
• A replacement will be shipped as soon as the return is in transit.

If the damage is due to accidental breakage (e.g., spiderwebbed or shattered glass):

• This is not covered under our replacement policy.
• However, you may request a special discount code for 25% off a replacement.

For more information, visit our Return & Replacement Process page

If your item arrived damaged and you had Route Shipping Insurance:

• Visit Route’s Claim Portal and file a claim with photos of the damage.
• Route will handle the replacement and we’ll ship it at no extra cost to you.

If you didn’t purchase Route Insurance:

1. Log in to My Account.
2. Go to the Orders tab and locate the affected order.
3. Click “Cancel Request”, select “Arrived Broken” as the reason.
4. Upload clear photos showing the damage and submit your request.
5. Our team will review the issue and respond within 2–3 business days.

For more information, visit our Return & Replacement Process page

If your query is related to a return, replacement, or refund, please visit our dedicated Return, Replacement & Refund Process page for detailed instructions. Most return-related issues can be resolved directly through your My Account dashboard.