Shipping Help & Route Package Protection

We want your happy mail to arrive safely! If your package is delayed, missing, or damaged, use the guide below to find your next step.

Route Package Protection is automatically added to each order unless you remove it in your cart or at checkout. It is an optional, paid service. Please review your order summary before completing your purchase.

Kept Route? Start a Route claim.

Removed Route? Start a claim directly with UPS or USPS, depending on your shipping service. 

What is Route, and why do we recommend it?

Route is an independent, third-party package protection provider offering coverage for eligible packages that are lost, stolen, or damaged in transit. Keeping Route gives you a convenient way to request help through one claims portal. Coverage is subject to Route’s terms, exclusions, and claim requirements.

We recommend keeping Route for added peace of mind and a straightforward claims experience. Approval and resolution times depend on your claim; a specific turnaround time is not guaranteed.

Start here: What happened to your order?

Shipping issue	What to do
Tracking has stopped updating	Check the last scan and your shipping service. Use the Route or carrier filing window below.
Tracking says delivered, but you cannot find it	Check your mailbox, porch, parcel locker, household members, and neighbors. Contact the carrier to report the missing delivery. If protected by Route, follow its filing window below.
Items arrived damaged	Photograph the items, shipping label, outer package, and packing materials. Keep everything until the claim is settled.
Tracking only says “label created” or “pre-shipment”	Email us so we can check the shipment. Route generally does not treat these tracking statuses as a covered lost shipment. It can take carriers up to 5 business days to update a scan in transit.
An item is missing from an otherwise intact package, or you received the wrong item	Email us directly with your order number and photos so we can look into the order.

See Route’s coverage policies for details about shipment status and missing contents.

If your order includes Route

When can you file?

Issue	When to file	Filing deadline
Lost U.S. shipment	After 7 days without a tracking update	Within 30 days of the last tracking update
Delivered but not received	After 5 days from the delivered scan	Within 30 days of the delivered scan
Damaged items	As soon as you discover the damage	Within 30 days of delivery
Lost international shipment	After 20 days without a tracking update	Within 30 days of the last tracking update

These are days, not business days. Route also lists a lost-package provision when the carrier’s estimated delivery date has passed by 48 hours with no delivery or tracking update; check eligibility in the claim portal. Follow the current Route filing guidelines, and do not wait beyond the applicable deadline.

How to submit your claim

1. Open the Route Claims Center.

2. Have your order confirmation, checkout email address, and tracking number ready.

3. Explain what happened and submit any requested photos or documents.

4. Watch your email and respond promptly to requests from Route.

Replacements and refunds

For approved claims, Route may offer a replacement or refund, depending on the options available for your order. Refunds exclude the Route protection fee. Learn about Route’s resolution options.

If an item is out of stock, Route may refund that item instead of replacing it. See Route’s out-of-stock policy.

If your refunded order included a limited-time sale or special offer, please email us before placing a new order so we can review your situation.

Route handles its own claim decisions. Please contact Route for claim status updates, and let our team know if you need help from IPP.

If you removed Route

Your order does not have Route protection. You will need to begin the claim process directly with the carrier, subject to its coverage and filing requirements. Contact us if you need shipping documents or the carrier requires the sender to take action.

USPS shipments

The following windows apply to domestic, insured shipments. Count from the mailing date, not the last tracking scan.

Shipping service or issue	Earliest filing time	Deadline
Lost USPS Ground Advantage	After 15 days from mailing	Within 60 days of mailing
Lost Priority Mail	After 15 days from mailing	Within 60 days of mailing
Lost Priority Mail Express	After 7 days from mailing	Within 60 days of mailing
Damage or missing contents	Immediately	Within 60 days of mailing

These filing windows use calendar days. USPS typically issues a decision within 5–10 days; approved payments generally arrive in another 7–10 business days. Timing can vary. Uninsured packages are not eligible for insurance reimbursement.

Review USPS requirements and file a claim.

UPS shipments

UPS does not publish a single minimum waiting period for all lost-package claims on its U.S. claims page. Check your tracking and use its claim portal to determine when your shipment is eligible. File within 60 days of the scheduled delivery date. Report damage promptly.

UPS typically resolves claims in 8–10 business days, unless further investigation is needed. This is a processing estimate, not a waiting period before filing.

Recipients can generally file as guests. If UPS blocks your submission or requests shipper action, email us. Claim payments generally go to the shipper.

For UPS Ground Saver packages handed to USPS, contact us for guidance because UPS limits claims after that handoff.

Review UPS requirements and file a claim.

Need help from our team?

Email info@itsprettypersonal.com with:

• Your name and order number.

• Your tracking number.

• A brief explanation of the issue.

• Photos, if applicable.

• Your Route or carrier claim number, if already filed.

We’re happy to help you find the next step so you can get back to creating!

Shipping providers may update their policies. The provider’s current coverage terms and filing requirements apply. Filing windows describe when to submit a claim, not when a refund or replacement will arrive.