Get Help With Your Lost or Stolen Packages
Has your package been marked as delivered but is missing? Did your package arrive damaged?
With Route+ package insurance, file a quick claim to receive a replacement or be reimbursed!*
Please use our secure webform below to file claims on orders made after June 2, 2020 at 9:00 a.m. CT.
For assistance with lost, stolen or damaged packages on orders made prior to June 2, 2020 at 9:00 a.m.CT., please contact Hibbett Customer Support at 1-844-362-4422. Customer Support agents are available 7 days a week from 9 a.m. - 9 p.m. EST.
QUESTION: How much does it cost to insure my Hibbett.com order?
Answer: Route+ premium package insurance is free to Hibbett | City Gear ecommerce customers! Package insurance cost is included in purchase price of merchandise.
QUESTION: Does Route+ cover stolen items?
Answer: Answer: Yes! When you insure your orders with Route+, *coverage is limited to replacement only, except in cases when replacement is not available. In the case a replacement is not available a refund will be issued, subject to Route App Terms and Conditions, including but not limited to the Hibbett + Route Claims Policy.
QUESTION: What do I need to know about filing claims on orders that never arrived or was stolen?
Answer: Claims for packages marked “delivered” must be filed after 3 days and before 15 days from the date the package was marked “delivered.”
Claims for packages presumed to be lost (where the status is not “delivered”) must be filed after 3 days (20 for international) and within 30 days from the last checkpoint.
When you file a claim, it will be reviewed for approval for a reorder or refund within 24-48 hours. Route may process and honor or deny any customer’s claim without filing a claim with any insurer under any insurance policy. Subject to Route App Terms and Conditions, including but not limited to the Hibbett + Route Claims Policy, which include exclusions from coverage and claim processing requirements. If coverage is excluded or you do not comply with all claim processing requirements you will not benefit.
QUESTION: Am I able to change the address to which I would like my re-order delivered?
Answer: Yes! If you would like your re-order to be delivered to an address that is different from the original shipping address, you can indicate this change by responding to the claims confirmation email you received after filing your Route+ claim.
QUESTION: Can I change my shipping method?
Answer: No. Reorders will be shipped via the same delivery method as the original order. For example, if an order was originally shipped with Standard ground shipping, reorders cannot be reshipped using an expedited shipping method.
QUESTION: What do I need to know about filing claims on orders that arrived damaged?
Answer: If your package is damaged upon arrival, you can file a claim at https://claims.route.com/.
If your order has defects, cosmetic damage not sustained in transit or you suspect it was damaged during manufacturing, please visit our Hibbett Return Policy and Warranty Information pages.
QUESTION: The outside of my package was not damaged, but my collectible shoe box was. How is this handled?
Answer: Customers whose shoe boxes are damaged upon arrival will be offered a partial refund.
QUESTION: How do I check the status of my claim?
Answer: After filing your claim, you will receive a claims confirmation email from Route+ acknowledging your having filed a claim. Claim status updates, changes to delivery address, and questions regarding your claim can be made by responding directly to this email.
QUESTION: My lost, stolen or damaged ordered item is now Out of Stock. How does Route+ handle this?
Answer: If the missing or damaged item is out of stock, customers will be offered a refund or re-order for item with similar value. Customers will have the option to select the replacement item in a different color at this time as well.
QUESTION: How are refunds processed?
Answer: All refunds for lost, stolen and damaged items are issued via PayPal with Route+ Package Insurance. This includes refunds on items purchased with a gift card.
QUESTION: What does Route+ Package Insurance NOT cover?
Route+ does not cover:
- Customer errors such as inputting incomplete or incorrect address information
- Late deliveries
- Empty boxes not a result of damage or package tampering sustained in transit
- Claims for lost, stolen or damaged packages filed after the designated claims filing timeframe
Route may process and honor or deny any customer’s claim without filing a claim with any insurer under any insurance policy. Subject to Route App Terms and Conditions, including but not limited to the Hibbett + Route Claims Policy, which include exclusions from coverage and claim processing requirements. If coverage is excluded or you do not comply with all claim processing requirements you will not benefit.
QUESTION: My package is being returned to sender. Does Route+ Package Insurance cover this?
Answer: Route+ covers return to sender packages that are lost in transit or damaged on the way back to Hibbett to the same extent that it covers packages that are lost in transit or damaged on the way to the customer.
Didn’t find the answer you were looking for? Please visit these additional resources for more information:
- Additional Route Customer FAQs