Route Shipping Protection

What is Route?

Route is a package tracking and shipping protection provider. We support brands by protecting their customers’ online orders from damage, loss, and theft. If something goes wrong, customers (that’s you!) can quickly and conveniently resolve their issue in just a few steps. And, they can track all their orders in one place via our mobile app.

Why do I need shipping protection?

As more purchases are made online, more packages are getting lost in transit and stolen from doorsteps. The costs can be devastating for consumers and brands alike.

Route offers the option to protect your online orders from damage, loss, and theft with our licensed Shipping Protection. And if something happens, we’re here to help with a fast, convenient resolution.

How much does Route Shipping Protection cost?

Route is a package tracking and shipping protection provider. We support brands by protecting their customer’s online orders from damage, loss, and theft. If something goes wrong, customers (that’s you!) can quickly and conveniently resolve their issue in just a few steps. And, they can track all their orders in one place via our mobile app.

When a brand or retailer partners with Route, our Shipping Protection offering appears on your order’s checkout and/or cart page, along with a small fee to protect your order and the option to opt in or out of our coverage. (See examples of our Shipping Protection in cart and checkout below.)

The amount you spend to protect your order with Route is determined by a range of factors: your order’s subtotal (the cost of the order before shipping and taxes), the nature of the items included in the order (for example, a heavy and delicate glass table versus a few cotton t-shirts), as well as the shipping method.

Typically, the fee adds up to a few dollars: a flat-rate for orders under $100, and a small percentage of the order subtotal for higher priced orders. Overall, it’s a small price to pay for the peace of mind that Route offers to ensure you and your order are well taken care of.

That means better protection for your stuff, quick resolutions should something go wrong, and no lengthy (and often disappointing) claims process with the shipping carrier.

How to file a claim

If your order was lost, stolen, or damaged while in transit, we make it easy for you to resolve the issue in just a few steps. Here’s how.

• Go to our Resolve Center:
  • In the Route mobile app, go to the Orders tab > find the order you need to file a claim for > tap the ⋮ menu > tap Help
  • From your order confirmation email, tap the “File a Claim” link
  • or, click here
• If your email and order number are not autofilled, enter the information into the respective fields
• Select the item(s) you are filing the claim for

Please note: For orders containing multiple items, you may file a single claim if the entire order was affected by the same issue, or multiple individual claims if only certain items were affected.

• Select the corresponding issue type

Please note: Selecting “Where’s my package?” will first provide you with a tracking update. If the order is eligible, as determined by our policies and guidelines, you will have the option to report an issue (lost or stolen).

If you select “Issues other than loss, theft, or damage” and the problem is a fulfillment error (such item not as expected, item in wrong color or size, or items missing from your order), we will refer you to the brand or retailer. To assist in this process, Route offers an email template that you can copy-paste and customize to alert the brand or retailer of your issue.

• Verify your phone number
• Provide issue details, including photos (if prompted) and a description of what happened to your package
• Select your resolution preference
• Provide the required information to initiate the refund or reorder
• Review and certify your claim
• Submit your claim

After submitting, the page will display your Claim Summary with details on the claim. You can return to this page at any time by going to claims.route.com (directly or via your claim confirmation email) to check for updates. We will also send status updates via email when your claim is successfully filed, approved, and resolved.

Deadlines to file a claim

Note: Route is a package tracking and shipping protection provider. We support brands by protecting their customers’ online orders from damage, loss, and theft. If something goes wrong, customers (that’s you!) can quickly and conveniently resolve their issue in just a few steps. For more information about our coverage, read our Route policies mention on route website.

Damaged

An order is considered damaged when Item(s) arrive fractured, shattered, bent, crushed, broken, or otherwise unusable.

Claim time frame: Within 30 days from the date the package was marked “delivered.”

Lost

An order is considered lost when it is never reported as “delivered” and a tracking update has not been issued for more than 7 days for domestic shipments and 20 days for international shipments. Or, if 48 hours have elapsed from an estimated delivery date provided by the shipping carrier, and no delivery or tracking update has been made.

Claim filing time frame: For domestic shipments (items shipped within the United States), between 7 and 30 days from the last tracking update. For international shipments (items shipped to or from a location outside of the United States), between 20 and 30 days from the last tracking update. Route requires a 7-day wait-to-file period for lost orders as packages are sometimes delayed in transit, but do often show up.

Stolen

An order is considered stolen when it is marked “delivered,” but was not received by the customer.

Claim time frame: Between 5 and 30 days from the date the package was marked “delivered.” Route requires this 5-day wait-to-file period for stolen orders as packages are sometimes prematurely marked as “delivered,” but do often show up.

Note: Though you may file a claim through our Resolve Center 365 days from the date your order was placed (or from the first tracking update), it is unlikely that the claim will be covered if it is filed outside of the timeframes listed below.

How Route’s claims process works

Just as you can report when your order is lost, stolen, or damaged in a matter of moments, we can resolve the issue quickly too—instantly, even. On any day, at any time. That’s 24/7, 365 service. Here’s how it works.

As soon as you file a claim on a Route-protected order in our Resolve Center, we assess the issue against Route’s policies to determine whether it qualifies under our coverage.

If it does, Route automatically initiates whichever resolution you selected during the claims filing process—a replacement order, refund, store credit, etc.—using our proprietary Automatic Instant Resolution technology. And if it doesn’t qualify, you’ll be notified that your request has been denied and why.

For any issue that cannot be automatically resolved, typically because essential information is missing from the claim, we have an efficient process to get the claim solved, usually in a matter of hours. Our team reviews these issues with great care, and will reach out if needed to have your issue solved as quickly as possible.

Either way, everything should be wrapped up fast, so you can relax knowing a replacement is on its way or the money you spent is back in your pocket. Fast, easy, simple.

You can track the status of your claim at any time, and we’ll also send key updates by email, so you can keep tabs on the progress all along the way. For claim Process click here for more information- https://claims.route.com/

Lost Items Policies

1. What We Cover

Packages presumed to be lost

An item is considered “lost” if it is never reported as “delivered,” and if 7 days have passed since the last tracking status update for domestic shipments, and 20 days for international shipments, including Canada. A claim must be filed within 30 days of the last tracking update.

Elapsed estimated delivery date

Route will consider a package “lost” if 48 hours have passed since the last estimated delivery date provided by the carrier, and no delivery or update to status has been made. A claim must be filed within 30 days of the last tracking update.

Only part of an order was delivered

If a single order is shipped in multiple packages and any package(s) does not arrive, Route will consider the undelivered package(s) “lost.” A claim must be filed within 30 days of the last tracking update (“delivery date”).

If a single order of multiple items is shipped in one package, but only part of the order arrived and there is no evidence of tampering, Route will not consider the package “lost.” Please reach out to the retailer directly to resolve the issue.

2. What We Don’t Cover

Invalid address, delivery barriers, or packages marked “return to sender”

Route will not consider a package “lost” if a shipping carrier is unable to deliver a package due to an invalid or undeliverable address, an unexpected delivery barrier, or if the customer refuses a delivery. In these instances, the carrier may return the package to the retailer (“return to sender”) to be reused or resold.* Customers should contact the retailer to resolve their issue.

*Route may cover items that cannot be reused or resold by the retailer, such as perishable goods or mattresses, at our discretion.

If the package is misplaced by the carrier while in transit back to the retailer, and no tracking update is issued for 7 days, Route will consider the package “lost. ” A claim must be filed within 30 days of the last tracking update.

Input wrong address

Route will not consider a package “lost” if the customer entered the wrong address at the time of purchase. If the package has not yet shipped, customers should reach out to the retailer to remedy the incorrect address. If the package has already shipped, customers should reach out to the shipping carrier to divert the package to the correct address.

Order marked “pre-shipment” “label created” or “shipment information received”

Route will not consider a package “lost” if it is marked “pre-shipment,” “label created,” or “shipment information received,” as these orders are still unfulfilled and the package has not yet shipped. Fulfillment delays could be due to low inventory or if the shipping carrier has yet to take custody of the package. Customers should contact the retailer to resolve their issue.

Orders stuck in customs

Route will not consider a package “lost” if the order is stuck in customs for any reason, including incomplete paperwork, unpaid taxes or fees, or prohibited items. Please contact your local customs agency with questions. However, if a package is a replacement order processed by Route and it is stuck in customs due to unpaid fees, Route may reimburse the cost of the customs fees at our discretion.

Orders seized by law enforcement

Route will not consider a package “lost” if the order is seized and confiscated by federal or local law enforcement for any reason, including suspicion of illegal substances, counterfeit goods, or prohibited items. (See our policy on Contraband below.) Please contact the shipping carrier for more information. If you believe the package was seized in error, you may also appeal the seizure.

Cash on delivery or collect on delivery

Route will not consider a package “lost” if the customer does not pay for the order upon delivery in a cash on delivery or collect on delivery (COD) transaction. Stolen Items Policies

Delivered but missing package

Route will consider a package “stolen” if the package is marked “delivered” but the customer did not receive it. A claim must be filed within 30 days of the “delivery date, ” but no sooner than 5 days to account for the possibility that the package may be found on the premises or has been marked “delivered” prematurely by the carrier.

Delivered to wrong address

Route will consider a package “stolen” if the customer provided the correct address at checkout, but the shipping carrier delivered it to the wrong address. A claim must be filed within 30 days of the “delivery date,” but no sooner than 5 days to account for the possibility that the neighbor may hand over the misdelivered package.

Damaged Items Policies

Damaged Items

Route will consider an item “damaged” if it is unusable. Route requires evidence of the damaged item (photos, videos, etc.) as part of the claims filing process. Claims for damaged orders must be filed within 30 days of the delivery date.

Unless the retailer indicates otherwise, the customer does not need to return a damaged or broken item to the retailer. The customer should follow their city ordinances to dispose of any broken items (i.e. shattered glass) properly.

Manufacturing Defects

Route will not consider an item “damaged” if it exhibits any manufacturing defects or nicks or marks that you suspect may have occurred prior to shipment (e.g. the box or packaging does not show signs of mishandling). Please contact the retailer as manufacturing issues may be covered under the retailer’s own refund or return policy.

Miscellaneous Policies

Claim filed too late

All claims must be filed 30 days from the last tracking update for lost orders and 30 days from delivery date for damaged or stolen orders. If a claim is filed outside these time frames, Route reserves the right to deny the claim. Read more about deadlines to file a claim.

Subscriptions and recurring orders

For subscriptions curated by a retailer containing item(s) that vary from order to order (such as a “perfumes of the month” box), Route will reorder the missing or damaged item(s) if they can be purchased individually, or refund the entire order if the missing or damaged item(s) cannot be purchased individually. Please file a claim within 30 days of the “delivery date.”

For recurring orders containing item(s) selected by the customer, Route will reorder any item(s) that are lost, stolen, or damaged in transit. Please file a claim for the specific item(s) within 30 days of the “delivery date.”

Expedited shipping

Route does not cover shipping carrier delays or lateness on expedited shipping (e.g. overnight, next day, or two- or three-day delivery). For example: If you purchased two-day shipping and your order is delivered (undamaged) any time after the second day, Route’s policy does not apply. For questions or concerns, contact the shipping carrier responsible for the delivery, as their policies may support a refund.

Custom items

Route reserves the right to provide a refund for complex or sensitive custom orders in the interest of shopper privacy and order accuracy.