Route Package Protection FAQ
What is Route Package Protection?
Route Package Protection is a solution that helps cover your order in case it’s lost, stolen, or damaged while in transit. We know how frustrating it can be when something happens to your order, so we’ve partnered with Route to provide added assurance and peace of mind.
Package Protection can be added during checkout.
You can also use the Route App to:
- Visually track all your online orders in one place
- Easily file a claim with Route’s support team
- Receive real-time shipping updates every step of the way
Download the Route App
File a Claim Here
Where is My Order?
Once your order has been fulfilled, a shipping confirmation email with a tracking number will be sent to you.
You can also download Route’s mobile app for
iOS or Android
to track your package and receive real-time delivery updates.
How Does Route Work?
If your Route-protected order is lost, damaged, or stolen, Route’s support team will help ensure that your order is replaced or refunded.
- Claims are typically reviewed and approved within 1–2 business days of filing.
File a Claim
How Does Route Process Refunds or Reorders?
Refunds
- Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution (AIR) enabled.
- The Route Premium cost is not refundable.
Reorders
- Route will reorder items based on availability.
- If items are out of stock, a refund will be issued.
- Route covers the cost of reorders, including shipping, taxes, and protection.
When Should I File a Claim?
Marked as Delivered (Stolen)
- File no earlier than 5 days and no later than 30 days after delivery was marked.
Stuck in Transit (Lost)
- Domestic orders: File between 7–30 days after the last update (up to 365 days from order date).
- International orders: File between 20–30 days after the last update (up to 365 days from order date).
Damaged
- Claims require photos of the item and packaging.
- File within 30 days of the delivery date.
View Route’s Full Policies Here
What if My Order Never Arrives or is Stolen?
Route helps cover these situations!
Add Package Protection at checkout to safeguard your order.
If your order hasn’t arrived, please file a claim with Route.
What if My Order Arrives Damaged?
Route also covers damage during shipping.
To protect your order, add Route Protect at checkout.
If your order arrives damaged:
- Take photos of the item and packaging
- Include them when filing your claim
File a Claim Here
If you believe the item was defective or damaged during manufacturing, please contact us directly — we’re happy to help resolve the issue.
How Do I File a Claim for a Lost, Damaged, or Stolen Order?
If you insured your order with Route at checkout, you’ll receive a confirmation email with a link to file a claim.
You can also:
- File via the Route App or
- File online via the Route Claim Portal
You’ll need:
- Your store order number or Route ID, and
- The email address used for the order
Download the Route App
What Are Route’s Terms and Conditions?
View Route’s full terms and conditions here:
https://route.com/terms-and-conditions/
Is Route a Licensed Insurance Company?
Route itself is not an insurance company, but it is authorized to provide shipping insurance through its entity, Route Insurance Solutions, which is a licensed insurance producer.
This ensures that Route Protect is legal and compliant for merchants to offer as shipping insurance.
FAQs for Full Coverage Customers
What is Route Package Protection?
Route Package Protection covers your order in the event it is lost, stolen, or damaged while in transit.
We’re providing free Package Protection for every order.
You can also use the Route App to track all your online orders and file claims.
Download Here
File a Claim Here
Where is My Order?
After fulfillment, you’ll receive an email confirmation with tracking information.
You can also track in real-time through Route’s mobile app for
iOS or Android.
How Does Route Work?
If your order is lost, damaged, or stolen, Route’s support team ensures it’s replaced or refunded within 1–2 business days of filing.
File a Claim
How Does Route Process Refunds or Reorders?
Refunds
- Route covers the order subtotal.
- Shipping, taxes, and the Route premium are not included if the merchant does not have Automatic Issue Resolution (AIR) enabled.
Reorders
- Route reorders available items and refunds any that are out of stock.
- Route covers the cost of reorders, including shipping and taxes.
When Should I File a Claim?
- Marked as Delivered (Stolen): File 5–30 days after delivery.
- Stuck in Transit (Lost):
- Domestic: File 7–30 days after last update (up to 365 days from order).
- International: File 20–30 days after last update (up to 365 days from order).
- Damaged: File within 30 days; include photos of the package and items.
View Route’s Full Policies Here
What if My Order Never Arrives or is Stolen?
If your order hasn’t arrived, please file a claim with Route.
What if My Order Arrives Damaged?
Take photos of both the item and packaging, then file a claim here.
How Do I File a Claim?
File directly through:
- The Route App, or
- Route’s Web Portal
You’ll need your store order number or Route ID and the email address used for the order.
Download the App Here
What Are Route’s Terms and Conditions?
https://route.com/terms-and-conditions/
Is Route a Licensed Insurance Company?
Yes — Route provides shipping insurance through Route Insurance Solutions, a licensed insurance producer, ensuring full compliance for brands and customers.
