Deadlines to file a claim
When you purchase Route+ package protection, you can file a claim for packages that may be lost, stolen, or damaged. Read Route's claim policies.
All claimsmust be filed within 60 days of the order date.
Ensure you file a claim within the respective deadlines:
Damaged: Within 15 days of when t...
How can I track my deliveries in Route?
You can view your deliveries in Route to get a real-time view of where all of your packages are. On the MAP screen, you can swipe through cards or zoom into the map to see where packages are in-transit. Tap on a card to open up the Order Details page. You can also see a list view of all your pac...
How do I file a claim to get a replacement or a refund?
Note: We refund the cost of the item(s) alone. Shipping costs, taxes, and the Route premium are not included. We also do not pay custom/duty fees.
How to file a claim
When you purchase a product with Route+ package protection, you will get an email with your Route Order ID and a link to file a claim.
To go straight to the claim form, click here.
Have questions about Route's claim policies?Read more here.
To file a claim from your email, follow the steps bel...
My package is missing; is it lost or stolen?
If an order is being reported as anything other than Delivered for an unreasonable amount of time, we can safely conclude that the item is lost. For example, you purchased 3-Day shipping and it's been over a week.
If a scan was missed, the package was misplaced, or simply did not ship, it is unl...
Only part of my order shipped. Where are the other items?
The merchant may have shipped part of your order and will ship the rest when they have more of the items in-stock.
To get a better idea of where your missing items are for your complete order, please contact the merchant directly with your store order number and any order information you can pro...
What if I didn’t want Route+ package protection?
If your item has shipped, Route+ is protecting your package that is currently in transit. If your package is lost, damaged, or stolen, Route+ will replace the item for you.
If your item hasn't shipped, Route+ cannot refund the cost of our services. Please reach out to the merchant to refund the ...
What info do you gather and how do you use my data?
Route uses delivery and order information to provide as much detail as possible about your order. To do this, Route parses your emails to collect order information such as tracking numbers, carrier names, and product info. We employ multiple layers of security to protect and secure customer data....
What is Route?
Route automatically connects to everything you’ve ordered from all your favorite retailers while allowing you to visually track your packages, anytime, anywhere. Add Route+ at checkout and unlock full package protection and seamless 1-click claims filing.
Download the Route app for ios on the Ap...
What type of damage is covered?
If your item is damaged in transit it is covered by Route. A broken product is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc. For example, see the below photos:
If your item is shipped with cosmetic damage, it i...
When to file a claim?
Lost itemAn 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 if enough time has been allowed for delivery to take place and it's well past the expected delivery date, ...
Where is my Route Order ID?
The Route Order ID is a unique identifier assigned to every order that is protected by Route. This number allows us to view all the important information to file a claim.
Each time you purchase Route+ package protection when ordering a package, we will send an email that includes your Route Orde...
Why do I need Route+?
Route+ offers you "peace of mind" package protection for all of your orders at an affordable price ($0.98 USD for carts below $100, and 1.5% - 5% for carts greater than $100). With Route+ you don't have to worry about what to do if your order is lost, stolen, or broken. Simply file a claim, and w...