INSURANCE

“We are proud to partner with Route, the leader in package protection and tracking solutions. By selecting Route at checkout your order will be protected from damage, loss, or theft.” View Route Packaging Policy terms which can be found here.

“Route is an added layer of protection to your order which insures replacement for lost, stolen, or damaged packages. By unselecting Route in the bottom right hand corner on the “checkout page”, you are opting out of this premium feature and your packages are not insured against damage, loss or theft  through Route.

Synergystic Candle Co, LLC (parent company to “Naked & Lit brands) assumes no responsibility for lost, stolen, or damaged packages once orders leave our facility and are in the possession of the shipping – delivery carrier. 

For more information on Route policies please click here

To download the Route App, look for this icon within your IOS or Android store.

You will need your Order number and email address to begin a claim.

1. Go to the Route Claims Center via the App, your shipping notification link, or click here.
2. Enter your email address and order number.
3. Select the items you need to file for, as well as the issue type:
   1. Where’s my package (this will bring you to the item tracking where you can select “report an issue” if needed)
   2. Damaged
   3. Issue unrelated to lost or stolen
4. You may be asked for your phone number.
5. You may be asked to Upload a Photo. 
6. You may be asked for additional details, if necessary.
7. Receive order issue summary with details on what to expect next.

Packages not insured with Route that are shipped with USPS, UPS & Fed Ex automatically have carrier provided insurance up to a $50 or $100 package value (carrier dependent). Customers are responsible for filing carrier claims with USPS, UPS & Fed Ex directly. If you did not purchase Route with your order; refunds or exchanges will be subject to carrier claims approval.