What is Route Package Protection?
Route offers customers step-by-step shipment tracking and package protection. If you have opted to cover your package with Route, you are able to file claims regarding missing packages, incorrect items, stolen packages, etc. Your purchase is protected!
What does Route protect?
The Route Protection Policies:
Marked as Delivered (Stolen)
Issues can be approved no earlier than 5 days and no later than 15 days from when the shipment is marked as delivered.
Orders over $100 USD require a police report
Stuck in Transit (Lost)
US: Issues can be approved no earlier than 7 days and no later than 30 days from the last update shown on your tracking.
International: Issues can be approved no earlier than 20 days and no later than 30 days from the last update shown on your tracking.
File issues for damaged items with photos of the package and item (required) and no later than 15 days from when the item was marked as delivered.
What is not covered by Route?
Fulfillment issues (please contact firstname.lastname@example.org for any fulfillment issues), cosmetic damage, anything outside of the issue policy timeframes, and items not yet sent (in pre-shipment).
How do I file an issue?
Customers can file issues on their own via the confirmation email, Route App, or Route website.