We’ve been noticing an increased response time through our shipping insurance provider, Route, currently. They have a higher load due to the increase in shipping carrier issues. They are working on onboarding more staff to get back to their normal 1-2 business day response times. We wanted to make everyone aware of this to set proper expectations.
We appreciate everyone’s patience and understanding on this matter.
Escalation for Our Customers
We’ve contacted our Route representative and they have told us that if a claim is taking too long for their normal Route staff to process to let them know and they will personally expedite it for us. If you have a claim open with Route for an order and it’s been more than 3 business days with no update, please Contact Us with your Route Claim ID and TH3D order number and we’ll escalate this to our representative for you to get it processed ASAP.