FAQs for Route Package ProtectionUpdated 3 months ago
- What is Route Package Protection?
- Route is an optional shipping insurance you can add at checkout to protect your order against loss, theft, or damage while it's in transit.
- Route is an optional shipping insurance you can add at checkout to protect your order against loss, theft, or damage while it's in transit.
- Do I need Route?
- We highly recommend it! Once your package leaves our facility, we are no longer responsible for any issues that occur in transit. Adding Route ensures you’re covered just in case.
- We highly recommend it! Once your package leaves our facility, we are no longer responsible for any issues that occur in transit. Adding Route ensures you’re covered just in case.
- How do I know if I purchased Route?
- Check your order confirmation email or receipt. Route will appear as a separate line item at checkout — usually just a small fee based on your order total.
- Check your order confirmation email or receipt. Route will appear as a separate line item at checkout — usually just a small fee based on your order total.
- Can I add Route after I’ve placed my order?
- Unfortunately, no. Route must be added at the time of checkout and can’t be added retroactively.
- Unfortunately, no. Route must be added at the time of checkout and can’t be added retroactively.
- What does Route cover?
- Route covers:
- Lost packages (never arrived)
- Stolen packages (marked “delivered” but not received)
- Damaged packages (arrived broken, leaking, or clearly defective)
- Route covers:
- It does not cover incorrect items shipped or items returned due to customer address errors.
- How do I file a claim with Route?
- Go to https://claims.route.com, enter your email and order number, select the issue type, upload any required documentation (like photos), and submit your claim.
- Go to https://claims.route.com, enter your email and order number, select the issue type, upload any required documentation (like photos), and submit your claim.
- What happens after I file a claim?
- Route will review your claim, usually within 3–5 business days. If approved, they’ll either reorder the item for you (if in stock) or refund the subtotal of your order. Shipping, taxes, and the Route fee aren’t included in refunds.
- Route will review your claim, usually within 3–5 business days. If approved, they’ll either reorder the item for you (if in stock) or refund the subtotal of your order. Shipping, taxes, and the Route fee aren’t included in refunds.
- How long do I have to file a claim?
- Lost: 7–30 days after the last carrier update
- Stolen: 5–15 days after marked "delivered"
- Damaged: Within 15 days of delivery
- What if Route can’t help me?
- If your claim is denied or you need extra support, email us at [email protected] and we’ll do our best to assist you.
- If your claim is denied or you need extra support, email us at [email protected] and we’ll do our best to assist you.
- Is Route available for international orders?
- Yes, Route coverage applies globally. Just make sure it’s added at checkout, and you’re covered — no matter where in the world you’re shopping from.