Route's Package Protection is a package protection solution that protects your online orders from damage, loss, and theft.
How Does Route Package Protection Work? If your order is lost, damaged, or stolen, Route's expert support team helps ensure you get a refund. When refunding an item, Route covers the order subtotal and shipping costs.
Need to file a claim? File here.
When Should I File a Claim?
If my order is 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. A claim must be filed within 30 days of the last tracking update.
Route will consider a package lost if 48 hours have passed since the carrier's last estimated delivery date and no delivery or status update has been provided. A claim must be filed within 30 days of the last tracking update.
If my order is Stolen: A package is considered “stolen” if it 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.
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.
If my order is Damaged: 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.
Route's terms and conditions are listed here: https://route.com/terms-and-conditions