What is covered by Route?

Updated 3 weeks ago by Shaylee Austin

Route covers 99% of all lost, stolen or damaged orders when purchased during checkout, but there are a few exceptions as well as restrictions! See below for a full list:

Stolen

  • Claims must be filed no earlier than 5 and no later than 15 business days from when it was marked as DELIVERED.

Stuck in Transit

  • Claims must be filed no earlier than 7 days and no later than 30 days from the LAST UPDATE on your tracking for US/Canada.
  • Claims for International orders must be filed no earlier than 20 days or later than 30 days from the LAST UPDATE on your tracking.

Damaged

  • Claims for damaged items require photos of the packaged and item no later than 30 business days from when it was marked as DELIVERED.

Incorrect Address

  • If your delivery didn't arrive because your address was entered incorrectly or was missing a critical part for delivery, your order will not be covered by Route and you can contact the help team at Pela.

Start your Route claim here!


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