Route Package Protection

How it Works

Route Package Protection is a peace of mind, low-cost insurance to fully protect your order in cases of lost, stolen, or damaged parcels. The cost of Route is calculated based on the subtotal of the order.

Have Route and need to make a claim? Each country has different rules/policies, so please be sure to read everything.

For domestic packages (within the 🇺🇸):

  1. Lost/Stuck in Transit - Submit a claim within 7-30 days from the last tracking update
  2. Stolen/Not Delivered - Submit a claim within 5-15 days when it was marked delivered; any orders over $100 USD require a police report
  3. Damaged - Document issues for damaged items with photos of the package within 1-14 days from the delivery date

For international packages (outside the 🇺🇸):

  1. Lost - Submit a claim within 20-30 days from the last tracking update
  2. Stolen/Not Delivered - For anything that was marked as delivered but did not arrive, submit your claim within 5-14 days from when it was marked as delivered
  3. Damaged - Submit a claim within 1-14 days from the delivery date 

For more information, view Route's information on protection policies.

You can also file a shipping issue on Route’s app or through: https://claims.route.com. Haven’t downloaded the app yet? Download it here.

 

FAQ

Can I add Route to an order after I have placed my order?

No, Route cannot be added after an order has been placed.

Can I cancel Route after I have placed my order?

Yes, we can refund any shipping insurance as long as the order has not been processed. If it has, you must contact us within 24 hours of order placement.

Can I only insure specific items?

There is no partial insurance through Route, it is full coverage on the subtotal of the order.

When does Route protection become active on my order?

Route package protection starts as soon as your order is dispatched. Route is not yet active on orders marked as unfulfilled.

Can Route help with an incorrect/invalid address?

No, please be sure to verify your delivery address before placing an order.

Are there any shipping areas that aren't covered by Route?

Route is not available in any countries that have been sanctioned by the United States. For example: Hong Kong, Russia and Ukraine.

What happens if my parcel is lost or damaged?

Please contact Route.

For more information on lost, stolen, or damage claims, please see additional frequently asked questions below or see Route's Package Protection Policies.

How long does it take for Route to respond to a claim?

Eligible claims are typically resolved within 48 business hours. However, please allow a bit more time during busy periods, such as holidays.

If my package is damaged or lost, will I receive a complete refund?

The contents of your order may be eligible for replacement or refund. Shipping, taxes and duties are non-refundable through Route.

What happens if my parcel is marked "return to sender"?

If the package was returned to sender due to a carrier error, such as attempted delivery to the wrong address when the shipping address is correct, please contact Route.

What do I do if my package is lost in transit?

If your order is presumed to be lost, you have a certain number of days after the last tracking update to contact Route.

For domestic orders (within 🇺🇸), you can open a claim between 7 and 30 days from the last tracking update.

For international orders (outside of 🇺🇸), you have between 20 and 30 days from the last tracking update.

To open a claim, please contact Route.

What if my package has been marked as delivered, but isn’t here?

If your order is presumed to be stolen, you have between 5 and 14 days after the package has been marked delivered to file a claim and contact Route.

Please note that if a claim is filed the same day as the expected delivery, Route may request you wait 5 business days as carriers sometimes prematurely mark packages as delivered.

If the subtotal of your is more than $100 USD, you will need to file a police report.

To open a claim, please contact Route.

How do I file a police report?

If the subtotal of your is more than  $100 USD, Route will require a police report to complete your claim. This means you will need to file a police report explaining that Route is a package protection company that has protected your package which has been stolen. A Route agent will be able to assist with this process once the initial claim has been opened through them.

Once the police report is complete, contact Route the police report PDF & number in the order issue.

If my package was delivered to the wrong address but my information is correct, can Route help?

If you entered your address information correctly and your package was delivered to the wrong address by mistake, Route will consider this as stolen and will replace or refund your order.

To open a claim, please contact Route.

What do I do if my order is damaged?

If your order arrives damaged, you have up to 14 days after the package has been marked delivered to contact Route with photos of the damage.

To open a claim, please contact Route.

What kind of damage is covered by Route?

Damage caused by transit, such as fractured or shattered items, is covered by Route. Route does not cover superficial damage, manufacturing damage, packaging errors.

What happens if a replacement item is out of stock?

Route does not have access or control over our inventory. You can either swap the replacement for an item of equal value that is in stock or choose a refund for the item.