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File Claim - Lost in transit, damaged in transit, Stolen - Refunds or reorder in just a few clicks.
File Claim - Lost in transit, damaged in transit, or stolen.


We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route is a mobile app that allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers. Route’s dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.

Haven’t downloaded the app yet?



Route Protect

Route Protect is a premium package protection that offers you “peace of mind” for all of your orders at an affordable price. The Route Protect insurance premium is calculated off of the total of your products after discounts and does not include shipping, handling or taxes when performing the calculation. When you add Route Protect at checkout, you can easily file issues for lost, stolen or damaged packages in the unfortunate case that they arise. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.

Note: Route Shipping Insurance refunds the cost of the item(s) alone. Shipping costs, taxes, customs/duty fees, and the Route premium are not included.

How do I file a shipping issue for my lost, stolen, or damaged order?

If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. You can also file a shipping issue here:

  1. Open your email from Route

  2. In the email, copy your Route Order ID and then click Resolve an Issue

  3. In the form, your email address and order number will pre-populate

  4. Verify the order and click ‘Resolve An Issue’

  5. Choose the issue with your order (lost, stolen, or damaged)

  6. Add a description

  7. Click Submit

  8. *Your Route Order Number Can Also Be Found In Your Shipping Confirmation Email

How long do I have to report an issue if I purchased Route Protect on my order?

Order issues for packages marked “delivered” yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises.

If the customer is filing an order issue the same day that the package was marked as delivered, at their discretion Route may ask you to wait 5 business days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.

Order issues for packages presumed to be lost by the carrier (where the status is not “delivered”) must be filed no sooner than 7 days after the scheduled delivery date for United States domestic shipments (20 days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the 7 day domestic shipment timeline applies) and within 30 days from the last checkpoint.

Route requires a police report when the customer’s package is marked as delivered on orders over $100.

*Please reference the email sent from Route when the order was purchased for details or click here to find out more about Route’s Policies.

I purchased Route Protect on my order but my item arrived damaged.

When you purchase a product with Route Protect, you will get an email with your Route Order ID and a link to report an issue. To go straight to the Report an issue form, click here.

A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.

Route does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. At their discretion, they may offer a 15-30% refund depending on the severity of the cosmetic damage.

Route may require further evidence of the damaged item (i.e. more photos, videos, etc.).

Have questions about Route’s policies? Read more here.

I purchased Route Protect but the item I ordered is out of stock or no longer available.

Route doesn’t have visibility to our inventory or when an item will be back in stock. For instances when an item is out of stock, Route can offer a refund for the item that is out of stock and you can use that refund to order the item when it’s back in stock.

For items that are no longer available, Route will issue a refund for that item.

How much does Route Protect cost?

For orders under $100 USD, Route Protect is only $0.98. For orders over $100 USD, the cost of Route Protect is calculated based on a percentage of the order total.

Can I change the details of an order that Route has replaced for me?

Route provides package protection on your packages that are lost, stolen, or damaged. However, Route is not the merchant so they do not have access to change the details of your order (items, shipping address, cancellation, etc.). Please contact our wonderful customer care team during standard business hours in order to request that your order details (such as shipping address) be changed.

Deadlines to report an issue to Route.

When you purchase Route Package Protection, you can report an order issue for packages that may be lost, stolen, or damaged. Read Route Package Protection Policies.

All issues must be reported within 60 days of the order date.

Ensure you report an issue within the respective deadlines:

  • Damaged: Within 15 days of when the package was marked delivered
  • Lost (domestic): Between 7* and 30 days from the last tracking update
  • Lost (international): Between 20* and 30 days from the last tracking update
  • Stolen: Between 5* and 15 days of when the package was marked delivered

*Route requires these wait-to-file periods for stolen and lost orders as packages are sometimes delayed in transit or prematurely marked as delivered.

Where Can I Find My Route Order ID To File A Claim?
  1. Open your email from Route

  2. You Can Find Your Route Order ID At The Top Of The Email

  3. *Your Route Order Number Can Also Be Found In Your Shipping Confirmation Email

Buy Anime reserves the right, at any time, to partially ship in-stock products and/or combine orders. If your Route Protect order is partially shipped, the item(s) from this order will be covered by Route in all shipments. If you purchase Route Protect and the item(s) on that order are combined with items from an order not protected with Route, then only the items from the order with Route Protect are covered by Route.