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Only Part of my Order Shipped

We may have shipped part of your order and will ship the rest when they have more of the items in-stock.

To get a better idea of where your missing items are for your complete order, please contact the us directly with your order number and any other order information you can provide.


My Package Is Missing; Is It Lost or Stolen?

If an order is being reported as anything other than delivered for an unreasonable amount of time, we can safely conclude that the item is lost.

If a scan was missed, the package was misplaced, or simply did not ship, it is unlikely that the status will change to delivered. At this point, we can step in to help give the best next steps!

What if the order is being reported as delivered but is nowhere to be found?

If you live in an apartment complex, you might have:

  • a mail hub where the mailman delivers all mail
  • a single-family home where the order may have been placed on the front step
  • the mailman delivered the item to the wrong house.

Our Product Support team looks at these order issues on a case-by-case basis and determines the best course of action to get your items refunded.


What Type of Damage is Covered?

A broken/damaged product is considered unusable. This can include items that are clearly
fractured, shattered, bent (if not bendable), crushed, etc. 

If your order has arrived to you
damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

You can file a claim with Route here.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us and we will be happy to work with you to remedy the situation.

General Policies

Claim Resolution Expectations

When a claim is reported and resolved, your product will either be reordered or refunded depending on in-stock availability and the percentage of discounts received.

In some cases, order issues may not be approved per the Route Package Protection policies. 

In this article, you can read more about what to expect in each scenario and where to reach out for further questions:


  • Shortly after Route has processed your reorder, you will receive a confirmation email from the retailer that includes the new order number and receipt of purchase. Once the retailer fulfills the order, you will receive another email with tracking information: tracking number, and a link to track via the carrier service (i.e. UPS, USPS, etc.).
  • Every reorder placed through Route will also be covered by Route Package Protection in the case of lost, stolen, or damaged items. So rest assured that you can always reach out to us should you experience another protected situation!


Shipping and tax costs will be refunded.

Original Form of Payment

If your payment is processed to your original form of payment, you can expect to see those back to your account within 5-7 business days.

What if I didn't want Route Package Protection?

If your order has shipped from us, Route is protecting your package that is currently in transit. In the case your package is lost, damaged, or stolen, Route will replace or refund the order for you. Route cannot be refunded since the service is in use.

At Bong Outlet Canada, we strive to ensure that every order reaches our customers safely and promptly. However, we are not responsible for any damages, lost, or stolen packages once they have been shipped. We highly recommend all our shoppers to purchase the Route Package Protection along with their orders for added security and peace of mind.