Route
We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience.
What is Route Package Protection?
Route's Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partne
Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimate
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
How Does Route Process Refunds Or Reorders?
If you selected Route Package Protection and there is an issue with your order, you can choose to be refunded for the order, or have a replacement sent (if item is in stock). Refunds: When refunding an item, Route covers the subtotal, shipping, and t
When Should I File a Claim?
Marked As Delivered (Stolen). Stuck In Transit (Lost). Damaged. All of Route’s policies are listed here.
What if My Order Never Arrives or is Stolen?
Route definitely 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 Route Protect 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 you
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 also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store
What are Route's Terms and Conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Is Route a Licensed Insurance Company?
While Route itself is not an insurance company, Route is authorized to provide access to shipping insurance. It does this through its entity, Route Insurance Solutions, which is a licensed insurance producer. This makes Route's Protect product legal