What is Route?
We have partnered with Route — a package protection and tracking solution — to give our customers the best possible delivery experience. Route offers a few options to improve the post-purchase experience:
Route Protect: Route Protect is premium package protection for your online orders. When you...
How do I use Route?
Route is a platform that allows you to visually track all of your online orders in one place. Whether you’re tracking via the Route App or online, Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. There is no longer a need to dig through your email fo...
What is Route Protect?
Adding Route Package Protection to your order at checkout means that your order is protected against being lost, damaged, or stolen. In the unfortunate event that you experience one of these inconveniences, you can report an issue with Route and their team will work with you to make sure you get ...
Where is my order (Route)?
Download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
How does Route cover refunds and reorders for protected orders?
Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.
Reorders/Replacements: Route will reorder the affected items on your behalf, but please note that items can only be replaced depending on in-stock availability....
What are Route’s Policies for protected orders?
All policies are listed as follows:
Marked As Delivered (Stolen): Issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered. Orders over $100 USD require a police report.
Stuck In Transit (Lost): Issues can be approved no earlier than 7 days and no lat...
What if my order never arrives or is stolen?
To protect your order against loss or theft, add Route package protection at checkout. When you add Route Protect, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.
What if my order is damaged?
To protect your order against damage that occurred during shipping, add Route Protect (package protection) at checkout. When you add Route Protect at checkout, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reord...
How do I file a shipping issue for my lost, stolen or damaged order?
If you insure your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here.
Does Route Protect cover stolen items?
Yes! When you insure your orders with Route Protect, stolen items are eligible for reorders or refunds.
What are Route’s terms and conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/.
Is Route a licensed insurance company?
Yes. Route is a licensed insurance company in partnership with SEG Insurance Ltd.. For more information on Route, please click here.
What payment methods can I use for Route Protect?
As Route Protect is available as an option to add to your order at checkout, it will be paid using the same payment method you select to pay for your order.
I changed my mind about adding Route Protect. Can I get a refund and remove Route Protect from my order?
If your order has not shipped yet, we can assist with the refund. Please contact Route Support Team directly by clicking the “Need Help?” button on the portal, or email firstname.lastname@example.org.
How do I contact Route?
Visit https://help.route.com/hc/en-us. If the FAQs on Route do not help, you can contact Route Support Team directly by clicking the “Need Help?” button on the portal - for questions on policies, issue status updates, and more.