We understand that issues with your package can be frustrating. Here’s how to handle situations where your package is lost, stolen, or arrives damaged.
Route Package Protection
Hoolest uses Route Package Protection to provide peace of mind for your shipments. At checkout, customers have the option to purchase Route protection.
- If you opted in for Route Protection, any claims for lost, stolen, or damaged packages should be filed through the Route claims portal.
- If you chose to uncheck Route Protection, you are responsible for filing a claim directly with the shipping carrier (e.g., USPS, UPS, FedEx).
Important: Warranty-related issues (e.g., device functionality) should be handled directly with Hoolest and are not covered by Route.
Filing a Claim with Route
After purchasing Route Protection, you’ll receive an email with access to the Route claims portal. Use this portal to file your claim. If you need help, you can reach out to:
- Hoolest Support at support@hoolest.com for guidance.
- Route Support for claim-specific issues.
Route Waiting Periods for Claims
Stolen Packages
- Must wait 5 days after the package is marked as delivered before filing.
- Claims must be submitted within 30 days of the delivery date.
Lost Packages
- If stuck in transit with no estimated delivery date, file claims between 7–30 days.
- If there is an estimated delivery date, file claims between 2–30 days.
Damaged Packages
- Claims must be filed within 30 days of delivery.
- Photos of the damaged packaging and items are required to process the claim.
If You Did Not Opt for Route Protection
If you did not purchase Route Protection, any issues with your package should be directed to the carrier responsible for the shipment:
- Contact USPS, UPS, or FedEx directly to file a claim.
- Estimated delivery dates provided by these carriers can help determine if your package is lost or delayed.
If you have any questions or need assistance navigating your claim, please reach out to us at support@hoolest.com. We’re here to help!