ROUTE FAQ

WHAT IS ROUTE?

Route is an added on shipping insurance to give you piece of mind that you will get your products. This helps insure against stolen or missing packages, porch pirating, or damaged in shipping. With 11 million Americans having had packages stolen last year alone and with the increase in online shopping this number just keeps growing. When you get the Route App on your phone, then you can also track its physical location as it ships to you.

Add Route+ at checkout and unlock full package protection and seamless 1-click claims filing. 

 DOES IT COST? AND HOW CAN I GET THIS ON MY ORDERS?

Yes, a small fee is added to your order on the shipping page while checking out. It will show the price for that order right there. It is an added cost of 1.5-5% of the cart total. This small fee gives you all the Route+ features and security.

LOST ITEMS POLICIES: 

Packages presumed to be lost:

  • Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the last tracking update for United States domestic shipments (20 days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the 7 day domestic shipment timeline applies) and within 30 days from the last checkpoint. 

Estimated Delivery Date:

  • After 48 hours has passed from an estimated delivery date given from the carrier, and no delivery or update has been made, Route will consider the order to be "lost" and assist with next steps. 

STOLEN ITEMS POLICIES: 

Delivered but Missing Package:

  • Order issues for packages marked "delivered" yet not received are considered stolen, and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises.

Filing a police report:

  • At our discretion, Route may require a police report when the customer’s package is marked as delivered.
  1. If requested, the customer will file the police report and include an explanation that Route is a package protection company, and we have protected the customer’s package that has been stolen. To process the order issue with Route, Route is requiring a police report.

  2. Send Route the police report PDF & number in the order issue.
  • Upon request, Route may require additional documentation such as proof of identity, a notarized statement, address, etc.

Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony

Delivered to wrong address:

  • If the customer input the correct address at checkout and the package was delivered to the wrong address, Route considers this as stolen and we will replace the order on behalf of the customer.

DAMAGED ITEMS POLICIES: 

Damaged Item Arrived:

  • Order Issues for damaged orders must be filed within 15 days of the delivery date. 

Broken items:

  • If the customer received a broken item and needs to dispose of it (i.e. shattered glass), the customer needs to check their city ordinances and dispose of it properly.
  • The customer does not need to ship it back to the retailer (unless the retailer indicates otherwise).

Damaged items:

  • A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.
  • Route does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. 
  • Route requires further evidence of the customer’s damaged item (i.e. more photos, videos, etc.).

GENERAL POLICIES: 

  • If the customer’s package is delayed for whatever reason, Route will not cover it.

  • Carriers update their website with expected delays due to inclement weather or other barriers to expected delivery.
  • If the customer paid for expedited shipping but the package arrives outside of the expected window, Route will not cover it.

Didn't want Route? 

  • If the customer’s package has not shipped, Route can refund the Route premium.
  • If the item has shipped, Route is already protecting the package and cannot refund the customer.

MAKE A CLAIM HERE

https://claims.route.com/

 Note: We refund the cost of the item(s) alone when approved. Shipping costs, taxes, and the Route premium are not included. Route also does not pay custom/duty fees.

WHAT DOES THE CARBON NEUTRAL SHIPPING MEAN?

Route automatically calculates and offsets the carbon emissions associated with any delivery. Each carbon neutral shipment supports a certified agroforestry initiative planting trees in various locations.