Order arrives damaged, is lost or stolen?

What if My Order Never Arrives or is Stolen?

If you insured your order with Route Protect at checkout, Route Protect definitely helps cover these instances! 

If your order has not arrived, please file a claim with Route here. 

What if My Order Arrives Damaged?

If you insured your order with Route Protect at checkout, Route covers damage as well! 

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

You can file a claim with Route here.

You can always file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

I have opted out of the Route Premium Protection at checkout.

Please be aware Carrier Insurance only works if your order is not shown to be delivered. Insuring your package won't insure against non-delivery or mis-delivery by the post office or any carrier. Once they scan the package as delivered and leave it by your door or porch, they claim no responsibility and so does the insurance of the carrier!

If you have opted out of the Route for your order, we can not cover for any damages, stolen boxes or lost items by the carrier!

Damaged delivery: Please make sure you take pictures of damage items AND the box they came in. Let us know via our contact form on the website or mail to contact@myGermanCandy.com with the pictures attached. And we will open a Claim with the carrier. They will investigate. If the decision is made that the Claim is granted we will get a reimbursement from the carrier and we can refund or deliver a replacement of your choice. Any additional shipment costs are not covered and would have to be paid by you. 

Lost Parcels (parcel with tracking still showing "in transit": If you have opted out of the Route for your order, we can not cover for any lost orders. Let us know via our contact form on the website or mail to contact@myGermanCandy.com with your order number. We will open a claim with the carrier in your name -for that we will share your email address, full name and street address with the carrier without further notice to you. Once this claim is opened they will connect with you directly.