What’s Covered by Route Protection?Updated 3 months ago

When you add Route Package Protection at checkout, you’re insuring your order against the unexpected — because things happen, and we want you covered.

Here’s what Route covers (and what it doesn’t) so you know exactly how it works:

✅ Covered by Route

📦 Lost Packages

• Your package never showed up and tracking hasn’t updated in 7+ days? Route’s got you.

• You can file a lost claim between 7–30 days from the last carrier update.

💔 Stolen Packages

• Tracking says "delivered" but you never received it? That’s considered stolen.

• You can file a stolen claim between 5–15 days after the delivery date.

🧃 Damaged Packages

• If your item arrives broken, bent, crushed, leaking, or clearly defective due to shipping — you’re covered.

• You must file your claim within 15 days of the delivery date. Be sure to include photos!

🧊 Perishable Damage

• Route may also cover damage to perishable items caused by shipping delays, if applicable.

🚫 Not Covered by Route

• Incorrect items shipped (reach out to our customer service team directly for help with that!)

• Unwanted or changed-your-mind orders

• Packages sent back due to incorrect address entry

• Items reported outside the claim windows listed above

• Items without clear photo evidence of damage (when applicable)

Keep in Mind:

• Route covers the subtotal of the item(s) — it does not refund shipping fees, taxes, or the Route premium.

• Reorders depend on in-stock availability. If something is no longer available, you may be issued a refund instead.

• You must have added Route to your order during checkout for coverage to apply.

Ready to File a Claim?

Go to https://claims.route.com and follow the quick, easy steps.