We are so sorry that your package did not arrive as anticipated, and we know how frustrating that can be. 

Because you added Route Package Protection to your order, your package was insured from loss, damage, and theft. You can report an issue with Route through the mobile app (iOS or Android), through the email you receive from Route after placing your order, or by going to claims.route.com. Their team is ready to assist you with any questions you may have.

We are also available to personally help if you have further questions or if you need any additional information or assistance. Please email us at support@sixteenseventeen.com for assistance.