Route Shipping Claims
ROUTE SHIPPING CLAIMS
Route Package Protection helps protect eligible orders that are lost, stolen, or damaged during shipping. Coverage only applies when Route Package Protection was added to the order at checkout.
Please read the filing deadlines carefully. Claims filed too early or after Route’s required deadline may be denied.
WHEN TO FILE A ROUTE CLAIM
LOST PACKAGE — TRACKING HAS STOPPED UPDATING
A package may be considered lost when it has not been marked delivered and the tracking has stopped updating.
UNITED STATES SHIPMENTS:
File your claim between 7 and 30 days after the last tracking update.
INTERNATIONAL SHIPMENTS:
File your claim between 20 and 30 days after the last tracking update.
Route may also consider a shipment lost when at least 48 hours have passed since the carrier’s estimated delivery date and there has been no delivery or new tracking update.
Route filing-deadline information:
https://shoppers.help.route.com/hc/en-us/articles/24795196457367-Deadlines-to-file-a-claim
STOLEN PACKAGE — TRACKING SAYS DELIVERED, BUT YOU DID NOT RECEIVE IT
A package may be considered stolen when the carrier marks it as delivered, but you cannot locate it.
You must wait 5 calendar days after the delivery scan before filing a stolen-package claim.
The claim must be filed no later than 30 days after the date the package was marked delivered.
Before filing your claim, please:
• Check your front door, back door, porch, garage, mailbox, side entrance, and other secure locations.
• Ask everyone in your household whether they accepted or moved the package.
• Check with nearby neighbors.
• Review any delivery photograph provided by the shipping carrier.
• Contact the carrier or your local delivery office when appropriate.
• Wait the full five calendar days to see whether the package appears.
Route requires this waiting period because shipping carriers sometimes mark packages as delivered before they actually arrive.
DAMAGED PACKAGE — PRODUCT ARRIVED BROKEN OR UNUSABLE
File a damaged-package claim as soon as possible and no later than 30 days after delivery.
Shipping damage may include products that arrive:
• Broken
• Cracked
• Shattered
• Crushed
• Bent
• Leaking
• Otherwise unusable because of damage that happened during shipping
DO NOT THROW AWAY THE DAMAGED PRODUCT OR PACKAGING WHILE YOUR CLAIM IS BEING REVIEWED.
Please keep:
• The damaged fragrance or product
• The original shipping box or mailer
• All internal packaging materials
• The shipping label
• Any broken pieces or leaking materials
Take clear photographs showing:
• The complete damaged product
• The damaged, broken, cracked, or leaking area
• The outside of the shipping box or mailer
• The inside packaging
• The shipping label
• Every affected product if multiple items were damaged
Route may request photographs, identity verification, a written explanation, or other supporting information.
Damaged-order information:
https://shoppers.help.route.com/hc/en-us/articles/6027183915031-My-order-arrived-damaged-What-should-I-do
WHERE TO FILE YOUR ROUTE CLAIM
File your claim directly through Route at:
https://claims.route.com/
You can type or copy the complete website address into your internet browser.
You may also use the File a Claim option included in your Route email, order-confirmation email, or Route mobile app.
HOW TO FILE YOUR ROUTE CLAIM
- Go to:
https://claims.route.com/
- Enter the email address used when placing your Scentual Obsessions order.
- Enter your Scentual Obsessions order number if it does not automatically appear.
- Select the item or items affected by the shipping problem.
- Choose the correct type of claim:
LOST:
The package was never delivered and the tracking stopped updating.
STOLEN:
The tracking says delivered, but you did not receive the package.
DAMAGED:
The product arrived broken, leaking, crushed, cracked, or otherwise damaged during shipping.
- Verify your telephone number when requested.
- Provide a clear and detailed explanation of what happened.
- Upload all photographs or supporting information requested by Route.
- Choose your preferred resolution when options are available, such as a replacement or refund.
- Enter any additional information Route requires to process your claim.
- Review everything carefully and make sure the information is correct.
- Submit the claim.
- Watch your email for updates from Route.
- Respond promptly if Route asks for additional information, photographs, or identity verification.
Complete Route claim-filing instructions:
https://shoppers.help.route.com/hc/en-us/articles/6027109569943-How-to-file-a-claim
WHAT ROUTE PACKAGE PROTECTION DOES NOT COVER
Route Package Protection is intended for eligible orders that are lost, stolen, or damaged during shipping.
It does not replace Scentual Obsessions Customer Service for problems involving order preparation, incorrect information entered during checkout, product concerns, or regular returns.
ROUTE WAS NOT ADDED AT CHECKOUT
Route cannot cover an order when Route Package Protection was not purchased and included with the order at checkout.
INCORRECT OR INCOMPLETE ADDRESS ENTERED BY THE CUSTOMER
Route generally does not cover packages shipped to an incorrect or incomplete address entered by the customer during checkout.
Contact Scentual Obsessions immediately if you notice an address mistake before the order ships.
Once the package has shipped, you may also need to contact the shipping carrier about correcting or redirecting the package.
PACKAGES RETURNED TO SENDER
Packages returned because of an incorrect address, incomplete address, refused delivery, inaccessible delivery location, or another delivery issue are generally not considered lost, stolen, or damaged by Route.
WRONG PRODUCT OR SIZE RECEIVED
Receiving the wrong fragrance, product, bottle size, or quantity is an order-fulfillment issue and is not normally covered by Route.
Please contact Scentual Obsessions Customer Service for assistance.
MISSING ITEM CAUSED BY AN ORDER-PACKING ISSUE
An item that was accidentally left out of the package is a Scentual Obsessions customer-service issue and is not normally covered by Route.
Route may review the situation differently when there is clear evidence that the package was opened, damaged, or tampered with while in transit.
MANUFACTURING OR PRODUCT DEFECTS
Route generally does not cover manufacturing defects, product-quality concerns, fragrance concerns, sprayer problems, or damage that occurred before the package was given to the shipping carrier.
Damage clearly caused during transportation should be filed directly through Route.
ORDERS THAT HAVE NOT SHIPPED
An order that has not left Scentual Obsessions or only shows Label Created or Pre-Shipment is not considered lost in transit.
Please contact Scentual Obsessions Customer Service regarding orders that have not yet been accepted by the shipping carrier.
REGULAR RETURNS OR BUYER DISSATISFACTION
Route Package Protection is not a regular return program.
It does not cover products that arrived correctly and without damage but are no longer wanted.
It also does not cover fragrance-preference concerns, including not liking the fragrance or changing your mind after receiving it.
NORMAL SHIPPING-CARRIER DELAYS
A package that is delayed but still moving through the carrier’s network is not necessarily considered lost.
Please wait until the shipment qualifies under Route’s lost-package filing requirements before submitting a claim.
PACKAGES HELD OR DELAYED BY CUSTOMS
Route generally does not cover packages held, delayed, or seized by customs because of unpaid fees, incomplete paperwork, import restrictions, or prohibited products.
EXISTING BANK OR CREDIT-CARD CHARGEBACKS
Route may be unable to process a claim if the customer has already opened a chargeback or payment dispute through a bank, credit-card company, PayPal, or another payment provider.
Additional information about denied claims:
https://shoppers.help.route.com/hc/en-us/articles/24794935011351-Why-was-my-claim-denied
ISSUES OUTSIDE ROUTE SHIPPING PROTECTION
For problems that are not covered by Route, please contact Scentual Obsessions Customer Service.
Examples include:
• Receiving the wrong fragrance or product
• Receiving the wrong bottle size
• An item missing because of an order-packing issue
• An incorrect or incomplete shipping address
• An order that has not shipped
• A product-quality concern
• A sprayer problem
• A regular return question
• Any other issue that is not related to a package being lost, stolen, or damaged during shipping
SCENTUAL OBSESSIONS CUSTOMER SERVICE
TEXT MESSAGES ONLY:
239-406-1550
THIS IS A TEXT-ONLY CUSTOMER-SERVICE LINE. PLEASE DO NOT CALL.
When texting customer service, please include:
• Your full name
• Your order number
• The email address used when placing the order
• A clear explanation of the issue
• Clear photographs when applicable
Providing complete information will help us review your issue more quickly.
IMPORTANT FINAL INFORMATION
All Route Package Protection claims are reviewed and decided directly by Route according to Route’s current policies.
Scentual Obsessions cannot approve, deny, override, or change Route’s claim decision.
Customers are responsible for filing claims within Route’s required filing period and responding promptly when Route requests additional information, photographs, or verification.