REMY & VIRGIN Hair Extensions is not responsible for lost, stolen or damaged items.
For lost, stolen, damaged orders, you can file a claim with Route Shipping Insurance. Route Insurance gives you instant protection and allows you to file a claim if something happens to your order.
What is Route?
Route is our package insurance. It is available for purchase for a very small fee at checkout when selecting your shipping method. Both our international and domestic customers can opt-in for Route. Customers who are protected under Route can file claims to receive a replacement or a refund back for packages that are lost in transit, arrive damaged, or are stolen. The claim filing process includes three steps and is completely self-serve and easy to do.
Where is my order?
Download Route’s mobile app for iOS from the App Store to visually track your package and receive real-time notifications on its estimated delivery.
What if my order never arrives, is stolen or arrives damaged?
When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
How do I file a claim for my lost, stolen or damaged order?
If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here. Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.
What are Route’s terms and conditions?
Route’s terms and conditions are listed here.
Is Route a licensed insurance company?
Yes. Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.
Steps to file a claim
1.) Click on the link in your email from Route and click File A Claim or use the link below. https://claims.route.com/
2.) You will need your Order ID or Route Insurance ID and Email used with the order. Your Route Insurance ID can be found in your email from Route.
3.) Next, select your claim type (Lost, Stolen, Damaged) and fill out the required information associated with the claim.
4.) Submit the claim and a Route agent should get back to you within 24-48 hours.
If you need any assistance with filing a claim, please reach out to our customer service team by email at email@example.com