Route is a package tracking and shipping protection provider. We support brands by protecting their customers’ online orders from damage, loss, and theft. If something goes wrong, customers (that’s you!) can quickly and conveniently resolve their issue in just a few steps. And, they can track all their orders in one place via our mobile app.
Learn about Route for your business
Please review our policies below to better understand what Route Shipping Protection covers, and in what circumstances a claim may be filed. Our shipping protection is backed by a marine cargo policy (the “Route Policy”). For more details, please review a summary of the Route Policy.
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What We Cover
Packages presumed to be 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, and 20 days for international shipments, including Canada. A claim must be filed within 30 days of the last tracking update.
Elapsed estimated delivery date
Route will consider a package “lost” if 48 hours have passed since the last estimated delivery date provided by the carrier, and no delivery or update to status has been made. A claim must be filed within 30 days of the last tracking update.
Only part of an order was delivered
If a single order is shipped in multiple packages and any package(s) does not arrive, Route will consider the undelivered package(s) “lost.” A claim must be filed within 30 days of the last tracking update (“delivery date”).
If a single order of multiple items is shipped in one package, but only part of the order arrived and there is no evidence of tampering, Route will not consider the package “lost.” Please reach out to the retailer directly to resolve the issue.
What We Don’t Cover
Invalid address, delivery barriers, or packages marked “return to sender”
Route will not consider a package “lost” if a shipping carrier is unable to deliver a package due to an invalid or undeliverable address, an unexpected delivery barrier, or if the customer refuses a delivery. In these instances, the carrier may return the package to the retailer (“return to sender”) to be reused or resold.* Customers should contact the retailer to resolve their issue.
*Route may cover items that cannot be reused or resold by the retailer, such as perishable goods or mattresses, at our discretion.
If the package is misplaced by the carrier while in transit back to the retailer, and no tracking update is issued for 7 days, Route will consider the package “lost.” A claim must be filed within 30 days of the last tracking update.
Input wrong address
Route will not consider a package “lost” if the customer entered the wrong address at the time of purchase. If the package has not yet shipped, customers should reach out to the retailer to remedy the incorrect address. If the package has already shipped, customers should reach out to the shipping carrier to divert the package to the correct address.
Order marked “pre-shipment” “label created” or “shipment information received”
Route will not consider a package “lost” if it is marked “pre-shipment,” “label created,” or “shipment information received,” as these orders are still unfulfilled and the package has not yet shipped. Fulfillment delays could be due to low inventory or if the shipping carrier has yet to take custody of the package. Customers should contact the retailer to resolve their issue.
Orders stuck in customs
Route will not consider a package “lost” if the order is stuck in customs for any reason, including incomplete paperwork, unpaid taxes or fees, or prohibited items. Please contact your local customs agency with questions. However, if a package is a replacement order processed by Route and it is stuck in customs due to unpaid fees, Route may reimburse the cost of the customs fees at our discretion.
Orders seized by law enforcement
Route will not consider a package “lost” if the order is seized and confiscated by federal or local law enforcement for any reason, including suspicion of illegal substances, counterfeit goods, or prohibited items. (See our policy on Contraband below.) Please contact the shipping carrier for more information. If you believe the package was seized in error, you may also appeal the seizure.
Cash on delivery or collect on delivery
Route will not consider a package “lost” if the customer does not pay for the order upon delivery in a cash on delivery or collect on delivery (COD) transaction.
Delivered but missing package
Route will consider a package “stolen” if the package 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.
Delivered to wrong address
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.
Damaged Items
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.
Unless the retailer indicates otherwise, the customer does not need to return a damaged or broken item to the retailer. The customer should follow their city ordinances to dispose of any broken items (i.e. shattered glass) properly.
Manufacturing Defects
Route will not consider an item “damaged” if it exhibits any manufacturing defects or nicks or marks that you suspect may have occurred prior to shipment (e.g. the box or packaging does not show signs of mishandling). Please contact the retailer as manufacturing issues may be covered under the retailer’s own refund or return policy.
Subscriptions and recurring orders
For subscriptions curated by a retailer containing item(s) that vary from order to order (such as a “perfumes of the month” box), Route will reorder the missing or damaged item(s) if they can be purchased individually, or refund the entire order if the missing or damaged item(s) cannot be purchased individually. Please file a claim within 30 days of the “delivery date.”
For recurring orders containing item(s) selected by the customer, Route will reorder any item(s) that are lost, stolen, or damaged in transit. Please file a claim for the specific item(s) within 30 days of the “delivery date.”
Expedited shipping
Route does not cover shipping carrier delays or lateness on expedited shipping (e.g. overnight, next day, or two- or three-day delivery). For example: If you purchased two-day shipping and your order is delivered (undamaged) any time after the second day, Route’s policy does not apply. For questions or concerns, contact the shipping carrier responsible for the delivery, as their policies may support a refund.
Custom items
Route reserves the right to provide a refund for complex or sensitive custom orders in the interest of shopper privacy and order accuracy.
Out of stock items
Route reserves the right to refund items that are listed as out of stock.
Quality control
Route will not replace a product if a customer is unsatisfied with the quality of the product received. The customer should reach out to the retailer, as it may be covered under the retailer’s own return policy.
International orders
Route cannot cover orders shipped to countries imposed with U.S. sanctions. In these instances, the Route Shipping Protection premium can be refunded upon request.
Contraband
Route will not cover orders that are lost, stolen, or damaged if the items purchased are considered contraband. Please keep in mind that what is legal in one state may be illegal in another. Check your state law before purchasing.
- How to file a claim
- Deadlines to file a claim
- How Route’s claims process works
- Refunds, reorders, and other claims resolution options
- Why was my claim denied?
You may file a claim here, or through the Route mobile app.