Route is a third party application, that allows customers to buy shipping insurance for all orders. Route ensures protection of customers shipment in case of lost, stolen, or damaged.
In order to apply for Route's Shipping Insurance, you are given the option to add the insurance during check out. If you apply for Route's Shipping Insurance, you will receive an email with instructions of how to file a claim if necessary. You will also find guidance how to file a claim HERE.
Lost Orders
An item is considered lost if it never is reported as Delivered. This can also include if your order has been stuck in any shipping state OTHER than "Delivered". You may file a claim with Route if enough time has been allowed for delivery to take place and it's well past the expected delivery date, or if your order is stuck in a shipping state other than "Delivered".
Claims are considered "lost" after 20 days without a tracking status update and must be filed no later than 30 days from the last update.
Damaged Orders
If your item arrives damaged, unusable, or otherwise in an unacceptable condition, we invite you to file a claim right away with Route. Please remember to include pictures of the item(s) and packaging. Claims for damaged item(s) can be filed right away. Damaged claims must be filed within 15 days from the date it was marked delivered.
Stolen Package
Route considers packages marked "delivered" (and not received) as stolen. We ask that you wait 5 days from the day the package was marked delivered; it is common for packages to be scanned as delivered and not show up for a few days. Stolen claims must be filed within 15 days from the date it was marked delivered.
Visit route.com to learn more, or Route FAQ here.
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