Shipping Protection Claim Policy
Last updated: September 25, 2026
Melt orders are protected through Route Package Protection. Route is a third party shipping protection service. You can add it to your order during checkout, and it covers your package if it is lost, stolen, or damaged during shipment.
What Route Package Protection covers
- Lost in transit: tracking stops moving and the package never gets a delivery scan.
- Stolen: tracking shows "Delivered" but the package was never received.
- Damaged: the product or the packaging arrived damaged.
Coverage applies only to orders where Route Package Protection was added at checkout. The protection fee is calculated by Route and appears as its own line on your order. Coverage limits and exclusions are set by Route, not by Melt, and you can read them at route.com/terms-and-conditions.
What is Cash Back?
When you check out with Route Package Protection, you also unlock a Cash Back reward on top of your protection. Your reward is a discount code that is emailed to you after your purchase is complete, and you can use it on a future Melt order.
How do I file a claim?
File your claim directly with Route at claims.route.com. You will need your Melt order number and the email address you used at checkout. Route reviews the claim and resolves approved claims with a replacement or a refund.
Route's filing windows:
- Marked delivered but not received: file at least 5 days after the delivered scan and no later than 30 days after it.
- No delivery scan, package presumed lost: file at least 7 days after the last tracking checkpoint and no later than 30 days after it.
- Damaged: file as soon as the package arrives, with clear photos of the product and the packaging.
Before you file a theft claim, please check with your neighbors, anyone else in your household, and your building's mail room or front desk. Most packages that scan as delivered but cannot be found turn up in one of those places.
Route handles and decides the claim, not Melt. If you get stuck anywhere in the process, email support@gotmelt.com with your order number and we will help you move it along.
Tracking a protected order
Every Melt order ships UPS and you will get tracking by email or SMS once the label is printed. Protected orders can also be tracked with Route at app.route.com.
If you did not add protection
Orders placed without Route Package Protection are not covered, so Melt cannot automatically replace or refund a package that the carrier loses or that is stolen after delivery. Here is what still happens:
- While tracking is still moving, including a misroute or a detour to a far hub, we wait it out with you. Once the carrier has the package it is in their hands, and the large majority of these deliver.
- If the package is held, returned for address verification, or waiting for pickup, it is still recoverable. Call or visit your local UPS location with the tracking number and the corrected address and they can release it. This is also the fix when the address entered at checkout was incomplete.
- If tracking stalls with no new scans, or UPS confirms the package is lost, email support@gotmelt.com. We file the carrier claim and work the recovery from there.
Product problems are handled separately
Route covers what happens to your package in transit. If the product itself arrived defective or faulty, that falls under our Refund Policy. Email support@gotmelt.com within 7 days of delivery with your order number, a description of the issue, and photos.
Claims before chargebacks
If you have Route Package Protection and something goes wrong with your shipment, please file the Route claim and let it run to a decision before disputing the charge with your bank. Route's terms allow them to refund only the protection fee, in place of any other compensation, if a chargeback is filed for the same loss before the claim is finished.
Questions
Email support@gotmelt.com and we will get back to you within 1 to 2 business days.
