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Why do I need Route (Package Insurance from loss, damage or theft)?Updated a year ago

We’ve partnered with Route! Purchase Route's package insurance at checkout to protect your order from loss, damage, or theft.


How Does Route Work? 

Route's expert support team is here to assist you if your Route-protected order is lost, damaged, or stolen. Simply file a claim, and within 1-2 business days, your claim will be reviewed for approval.

To file a claim, click here.


How Does Route Process Refunds or Reorders?

For refunds, Route covers the subtotal, shipping, and taxes (if the merchant enables Automatic Issue Resolution). Please note that the Route Premium cost will not be refunded.

For reorders, Route will check availability and reorder the items. If any items are unavailable, they will be refunded. Route covers the cost of reorders, including shipping, taxes, and Route Shipping Protection.


When Should I File a Claim? 

If your order is marked as delivered but is stolen, file a claim between 5 and 15 calendar days from the delivery date. Some cases may require a filed police report.

For orders stuck in transit (lost), file a claim between 2 and 30 calendar days from the last update for domestic orders, and between 20 and 30 calendar days for international orders. The maximum filing time is 365 days from the order date.

For damaged items, file a claim within 15 calendar days from the delivery date. Include photos of the packaging and item(s) when filing.

To review all of Route's policies, click here.


What if My Order Never Arrives or is Stolen? 

To protect your order against loss or theft, add Package Protection at checkout. If your order doesn't arrive, file a claim with Route here.


What if My Order Arrives Damaged? 

Route covers shipping damage. If your order arrives damaged, take photos of the item and packaging and include them in your claim when filing. You can file a claim with Route here.

For defects or suspected manufacturing damage, contact us directly for assistance.


How Do I File a Claim for my 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 shipping issue. You can also file a claim through Route's app or website using your store order number or Route ID number and the associated email address.

To download the app, click here.


What are Route’s Terms and Conditions?

Route's terms and conditions can be found here.


Is Route a Licensed Insurance Company?

Yes, Route is a licensed insurance company partnered with SEG Insurance Ltd.



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