Route
Juicy Couture is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Route at checkout, your order will be protected from loss, damage, or theft. In the unfortunate case that your order never arrives or is damaged upon arrival, you can easily file a shipping issue with Route and be refunded. We are excited to offer this service to you and highly recommend you select Route at checkout.
What is Route?
Route is a package protection solution that helps cover you in the event that your order gets lost, stolen, or damaged while in transit. Route can be added at checkout.
How Does Route Work?
If your order gets lost, stolen, or damaged during shipping, Route’s expert support team helps ensure that it gets refunded. Refunds are issued to the original method of payment. Route covers the subtotal of the order; shipping costs, taxes, and the Route fee are not included.
What if My Order is Stolen or Stuck in Transit?
Route insurance covers lost and stolen packages. Packages marked "delivered" yet not received are considered stolen, and must be filed 5 days after “delivery date” but no longer than 30 days to ensure it was not mis-delivered or easily found around the premises. Packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the last tracking update for within 30 days from the last checkpoint.
Estimated Delivery Date
After 48 hours has passed from an estimated delivery date given from the carrier, and no delivery or update has been made, Route will consider the order to be "lost" and assist with next steps.
What if My Order Arrives Damaged?
Route insurance covers damage that occurred during shipping. If your order arrives damaged, please take photos of the item and the packaging to include in your claim when filing. Claims for damaged items must be filed no later than 30 calendar days from when the package was marked delivered. If your order is defective, please reach out to us here and we will be happy to work with you to resolve the situation.
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
When you add Route package protection at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim on Route’s app or via the web here. Please note you will need your order number and the email address associated with the order to file a claim. Claims will be reviewed for approval 1-2 business days after filing.
Can I cancel or refund Route from my order?
Route can only be removed and refunded from an order before it ships out. Once the order has shipped, we are unable to remove or refund.