What is Route Package Protection?
We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what.
Route Package Protection is a protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit. Protection is optional, and can be added during checkout.
Purchased Route's Package Protection and looking to file a shipping issue? File here
How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
How Does Route Process Refunds or Replacements?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes and the refund is sent directly to a Paypal account. (Even if you did not pay with Paypal originally.)
- If you already have a Paypal account, but the email does not match your original order email, add the order email to your account.
- If you don't have a PayPal account, create a new one using the email address on your order by following this link.
Replacements: Route will reorder the items on your behalf, depending on in-stock availability. Unavailable items will be refunded. Route will fully cover the cost of the replacement, including shipping, taxes, and Route Shipping Protection.
In any case, the Route Premium fee will not be refunded.
When Should I File a Claim?
Marked As Delivered (Stolen)
Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered
Please note, some order issues may require a police report to be filed
Stuck In Transit (Lost)
For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.
Need to file a claim? CLICK HERE.
All of Route’s policies are listed here.
What if My Order Never Arrives or is Stolen?
Route helps cover these instances! To protect your order against loss or theft, add Package Protection at checkout.
If your order has not arrived, please file a claim with Route here.
What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Package Protection at checkout.
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 at email@example.com and we will be happy to work with you to remedy the situation.
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can file a shipping issue via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
What are Route’s Terms and Conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/