Route Package Protection

What is Route Package Protection?

Route covers against lost, damaged, or stolen orders. It’s highly recommended you opt into the service at checkout. Orders under $100 USD will be charged .98 cents for the protection. Orders over $100 USD will be charged 2% of the orders total.

How long do I have to report an issue with Route?

All issues must be reported within 60 days of the order date.

Ensure you report an issue within the respective deadlines:

- Damaged: Within 15 days of when the package was marked delivered

- Lost (domestic): Between 7* and 30 days from the last tracking update

- Lost (international): Between 20* and 30 days from the last tracking update

- Stolen: Between 5* and 15 days of when the package was marked delivered

What should I do if my tracking has not been updated?

Please file a claim through the Route dashboard. Claims must be filed no sooner than 7 business days.

How do I file a claim?

Go to the Route Resolve Center via the Route app or web link from your order confirmation email. Enter your order number and email address then select the reason for your claim. After selecting your claim reason, you will be asked to provide more details or photo proof. Once you provide more information you may select your preferred resolution.

When will my claim be processed?

Claims will be reviewed for approval within 1-2 business days from filing.

What happens after I file a claim?

When the claim is approved you will either receive a refund or reshipment depending on the preferred resolution. 

If you opted for a reshipment you will receive a new order number and receipt. Once the order is fulfilled Route will send you another email with tracking information. All reshipments will continue to receive package protection.

If you opted for a refund you will receive the exact price you paid for the item. This excludes any shipping costs, taxes, discounts, or package protection.

What should I do if my package was delivered to the wrong address?

If the wrong address was entered at checkout Route will not cover the replacement order.