Damaged, Lost, or Stolen PackagesUpdated 19 hours ago
At Wargame Portal, we work hard to pack orders securely and hand them off to trusted carriers for delivery. However, once a package enters the shipping network, issues can sometimes happen outside of our direct control. This includes packages being damaged, lost in transit, or stolen after delivery.
To help protect customers from these situations, we offer optional Route Shipping Protection at checkout.
What Route Shipping Protection Covers
Route Shipping Protection is designed to cover common shipping-related issues, including:
Packages lost in transit
Packages stolen from your porch, mailbox, apartment mailroom, or delivery area after being marked delivered
Packages damaged during shipping
Carrier delivery issues where the package cannot be recovered
This protection applies specifically to shipping-related incidents. It does not cover general theft after you have already received and secured the package, such as theft from your house, vehicle, storage area, event, or any location after the package has been brought inside or taken into your possession.
What Route Shipping Protection Does Not Cover
Route Shipping Protection does not cover issues caused by customer mishandling, customer error, or loss after the item has been received.
This includes, but is not limited to:
Items damaged after being opened or handled by the customer
Items broken due to improper handling, storage, assembly, transport, or use
Items lost by the customer after delivery
Items misplaced after being brought inside or picked up
Theft from a home, vehicle, storage area, event, or other location after the package has been taken into the customer’s possession
Damage caused by pets, children, household accidents, weather exposure after delivery, or other post-delivery events
Wargame Portal and the carrier are not responsible for customer-caused issues. Once an item has been successfully delivered and taken into your possession, it is the customer’s responsibility to keep the item safe, secure, and properly handled.
Damaged Packages
If your order arrives damaged, please begin a claim through Route as soon as possible. You may be asked to provide clear photos of the damaged item, the shipping box, and any packing materials.
Damage claims must be reported within 14 days of delivery. Claims submitted after this period may not be eligible for replacement, refund, or claim support.
If you purchased Route Shipping Protection, Route will handle the claim process for eligible damage issues.
If you did not purchase shipping protection, we may still attempt to assist where reasonably possible, but damage recovery depends on the carrier and may take a significant amount of time. Carrier insurance does not always cover collectible, retail, or hobby items in the way customers may expect, and approval is not guaranteed.
Lost Packages
If your package appears to be lost in transit and you purchased Route Shipping Protection, you may file a claim through Route.
A package is generally considered lost when tracking stops updating for an extended period or the carrier confirms that the shipment cannot be located. Route will review eligible lost package claims under its protection process.
Without shipping protection, we can still attempt to work with the carrier, but carrier investigations can take time and may not result in reimbursement. In many cases, standard carrier coverage does not fully protect against these types of losses.
Route Shipping Protection does not cover items that are lost by the customer after delivery. If an item was delivered, brought inside, picked up, moved, packed away, taken to an event, or otherwise received by the customer and then misplaced, that is not considered a carrier loss or shipping issue.
Stolen Packages After Delivery
Route Shipping Protection may cover packages stolen from your delivery location after the carrier marks them as delivered, such as theft from a porch, mailbox, mailroom, or doorstep.
This does not include theft after the package has already been brought inside, picked up, placed in your vehicle, moved to another location, or otherwise taken into your possession.
If you did not purchase shipping protection, stolen packages marked as delivered are generally not covered. Once the carrier confirms delivery, Wargame Portal is not responsible for theft or loss that occurs afterward.
Orders Without Shipping Protection
Route Shipping Protection is optional, but orders without it are not automatically covered for loss, theft after delivery, or shipping damage.
We will always try to help where we reasonably can, but please understand that carrier recovery for damages, lost shipments, or delivery issues can take a long time and is not guaranteed. Carrier insurance policies often have limitations and may not cover every type of package issue.
By declining shipping protection, the customer accepts that certain shipping-related risks may not be eligible for replacement, refund, or expedited resolution.
Incorrect Addresses
Customers are responsible for entering the correct shipping address at checkout.
If a package is delivered to an incorrect address because the customer entered the address incorrectly, the order is not covered unless shipping protection applies and the claim is accepted under Route’s protection terms.
If the shipping error was caused by Wargame Portal, we will work with you to make it right.
How to File a Claim With Route
If your order was protected by Route Shipping Protection and your package was damaged, lost, or stolen, you can file a claim directly through Route at:
claims.route.com
When filing your claim, please have your order information, tracking number, and any supporting details ready. For damaged packages, Route may require clear photos of the damaged product, the shipping box, packing materials, and any visible carrier damage.
Route handles eligible claims through its own claims process. Wargame Portal cannot approve or override Route claim decisions, but we may be able to help provide order or tracking information if needed.
Final Note
Route Shipping Protection exists to provide peace of mind when something goes wrong during transit or immediately after delivery. While most packages arrive safely, lost, stolen, and damaged shipments do happen, and Route protection gives customers a stronger path toward a resolution.
However, Route Shipping Protection is not a general warranty against customer mishandling, customer loss, or post-delivery accidents. Wargame Portal and the carrier are responsible for shipping-related issues within the limits of the selected coverage, not for items damaged, lost, misplaced, or stolen due to customer-side circumstances after receipt.