If your product is damaged as a result of shipping, lost, or stolen please refer to your Route Package Protection email you received the same day as your order confirmation.
You have two options with Route:
Get a refund for your order (only the cost of the item(s) will be refunded - this does not include shipping)
Get a replacement (shipping will be paid for the replacement package)
If you choose Option 1, follow the steps in the email to submit your claim to Route.
Omnitype is not involved in Refund Route Shipping Claims.
If you opt for a replacement for a product that is still in stock, submit your claim through the email you received from Route when placing your order, and they will arrange a replacement. There is no need to email Omnitype for this.
If you opt for a replacement for a product that is sold out (Groupbuy Product), please email us at help@omnitype.com with your Route Claim #, and we will arrange the replacement of the product from our contingency if available. You do not need to contact Route yourself if the products in question are sold out and unavailable. If you contact us and the products aren't available, we will direct you to submit the claim for a refund from Option 1.
Please see the timelines below so that you do not miss the claim windows.
Timelines
Below you will find the window in which claims can be filed for each scenario. If you miss this window, your claim cannot be filed.
Lost Items:
An item is considered lost if it never is reported as Delivered. This can also include if your order has been stuck in any shipping state OTHER than "Delivered" You may file a claim if enough time has been allowed for delivery to take place and it's well past the expected delivery date, or if your order is stuck in a shipping state other than "Delivered"
Claims are considered "lost" after 7 days without a tracking status update (20 for international) and must be filed no later than 30 days from the last update.
Damaged:
If your item arrives damaged, unusable, or otherwise in an unacceptable condition, we invite you to file a claim right away. Please remember to include pictures of the item(s) and packaging. Claims for damaged item(s) can be filed right away. Damaged claims must be filed within 15 days from the date it was marked delivered.
Stolen Package:
Route considers packages marked "delivered" (and not received) as stolen. We ask that you wait 5 days from the day the package was marked delivered; it is common for packages to be scanned as delivered and not show up for a few days. Stolen claims must be filed within 15 days from the date it was marked delivered.
If You Opt Out
If you chose to remove the Route Shipping Insurance, (or use an Express Checkout method such as Shop Pay/Google Pay/Apple Pay without adding Route) you will need to make your own claim with the shipping service. We are not responsible for damaged, lost, or stolen packages as we have no control over what happens to a package after it leaves our hands.
Your best chances if shipped via USPS are to contact your local post office to check GPS coordinates (if domestic) and/or file a claim with the carrier. First Class Package International shipments are uninsured by USPS.
Our information for you to file a claim is below.
Shipped from:
Omnitype
1178 Cave Spring Road
Owens Cross Roads, Alabama 35763
USA