Sadly, sometimes this happens! We hope that you included Route Package protection in your order. If you did our package was insured from loss, damage, and theft. You can report an issue with Route through the mobile app (iOS or Android), through the email you receive from Route after placing your order, or by going to claims.route.com.
If you did not include this added protection to your order, please email us at email@example.com with your order number and specify whether you would like a refund or a replacement. If we issue a refund, you can purchase in-store so that this doesn't happen again. Unfortunately, this takes the convenience out of getting them straight to your door, but it would guarantee that this issue would not happen again. Alternatively, we can reship your package, however, we would run the risk of melting again.