If you've Route shipping insurance, please file a claim directly through Route using either their app or website. It takes about 5-10 minutes and they generally respond within 24-48 hours and either order parts or reimbursement through us accordingly.
Please note, Route claims are time sensitive so failure to file a claim within 15 days of delivery will result in the claim being denied per their policy. We can still arrange to send replacement parts in the meantime, but for reimbursement/coverage purposes the claim will need to be filed first.
Please make sure to document and include photos of any damages and photos of the box showing the condition it arrived in.
Kindly make sure to include to Route & Ariel Rider brief but detailed descriptions for anything that needs to be repaired or replaced so that we can assist you promptly.