cart 0
Home Route Package Protection Policies

Route Package Protection Policies

Route Package Protection covers lost, stolen, and damaged items that fit the following criteria. Review the policies to understand what lost, stolen, and damaged items Route will cover. For more details on what to expect in an Order Issue Resolution, please see our Order Issue Resolution Expectations article. For a detailed breakdown of Route's official insurance policy, please see https://route.com/insurance. 

Lost Items Policies

Packages presumed to be lost

  • Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the last tracking update for United States domestic shipments (20 days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the 7 day domestic shipment timeline applies) and within 30 days from the last checkpoint.

Invalid address or delivery barriers

  • Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender/retailer. The customer’s package is not actually lost, thus Route does not cover this. In instances where the item is being returned to the sender and is reusable, customers will be referred to the retailer.

  • The exception is retailers that ship perishable items (e.g. food, a mattress that cannot be reused).

Only part of the order delivered

  • If the customer ordered several items in one package but only part of the order arrived and there is no evidence of tampering, Route does not cover the order issue. The customer will be referred to the retailer. 

  • If a single order is being shipped in multiple packages and one package does not arrive, Route will cover the order issue and reorder or refund the value of the undelivered package.

  • If the retailer forgets to ship an item from the customer’s order, the customer needs to reach out to the retailer to have the missing items fulfilled.

Packages labeled "return to sender"

  • Route does not cover packages labeled return to sender because the order has been sent back to the retailer. Items are returned to sender when a customer provides an invalid or undeliverable address or refuses a delivery. 
  • At our discretion, we may cover the order issue if the returned item is perishable or if the retailer is unable to reuse it.*
  • Route covers the customer’s order if the package gets lost in-transit back to the sender.*

*Please note: Route Package Protection timeframes for filing apply.

Order stuck in customs

  • Route cannot cover when a customer’s order is stuck in international borders/customs.
  • The customer’s next step is to pay the customs fees in order to receive the package.
  • If Route replaces something the customer has already paid customs on, under Route’s discretion, Route can approve and pay customs the second time.

Order marked as unfulfilled or unshipped

  • If the customer’s order is marked as unfulfilled or unshipped, the order hasn’t been fulfilled yet by the retailer (retailer could be low on inventory of the items, internal delays with the fulfillment center, etc.).
  • Route does not control how quickly the retailer ships the customer’s order. Route Package Protection is not yet in action because the order has not shipped.

Order issue filed too soon

  • If the customer is filing an order issue the same day that the package was marked as delivered, at our discretion Route may ask you to wait 5 days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.

Stolen Items Policies

Delivered but Missing Package

  • Order issues for packages marked "delivered" yet not received are considered stolen, and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises.

Filing a police report

  • At our discretion, Route may require a police report when the customer’s package is marked as delivered.
  1. If requested, the customer will file the police report and include an explanation that Route is a package protection company, and we have protected the customer’s package that has been stolen. To process the order issue with Route, Route is requiring a police report.

  2. Send Route the police report PDF & number in the order issue.
  • Upon request, Route may require additional documentation such as proof of identity, a notarized statement, address, etc.

Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony

Delivered to wrong address

  • If the customer input the correct address at checkout and the package was delivered to the wrong address, Route considers this as stolen and we will replace the order on behalf of the customer.

Damaged Items Policies

Damaged Item Arrived

  • Order Issues for damaged orders must be filed within 15 days of the delivery date. 

Broken items

  • If the customer received a broken item and needs to dispose of it (i.e. shattered glass), the customer needs to check their city ordinances and dispose of it properly.
  • The customer does not need to ship it back to the retailer (unless the retailer indicates otherwise).

Damaged items

  • A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.
  • Route does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. 
  • Route requires further evidence of the customer’s damaged item (i.e. more photos, videos, etc.).

Subscription items

  • For existing subscriptions where your customers have purchased Route Package Protection, if any of your customer's items in the subscription were lost, stolen, or damaged in transit and can be purchased individually, Route will reorder them. If the items cannot be purchased, then Route will refund the items.

  • Route cannot reorder and create an entirely new subscription because Route would be paying for the customer's monthly subscription.

Customized items

  • Route cannot reorder customized items for the customer because of the additional liability of ordering the customer’s custom item incorrectly. Route can offer a refund instead.

Out of stock

  • Route does not have visibility to the retailer’s inventory, or details into when the retailer will have the customer’s item back in stock.
  • Route can offer the customer a refund for the item that is out of stock. The customer can always use that refund to order the item when it’s back in stock.

General Policies

Input wrong address

  • If the customer entered the wrong address at the time of order, Route does not cover this.
  • The customer needs to reach out to the retailer to remedy the incorrect address.

Quality control

  • If the customer is unsatisfied with their product, Route is not a product replacement plan and the order issue cannot be approved.
  • The customer needs to reach out to the retailer. This request may be covered under the retailer’s return policy.

Estimated Delivery Date

  • After 48 hours has passed from an estimated delivery date given from the carrier, and no delivery or update has been made, Route will consider the order to be "lost." If there is a shipping update at any point, Route's 7 day lost minimum supersedes any 2 day estimated delivery date minimum. 

Too late to file
  • Route can action an order issue that is filed within the bounds of our domestic/international timeline policy. If an order issue is filed outside of this timeline, Route will deny the order issue according to these policies:
    • Order issues for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises."
    • Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the scheduled delivery date for United States domestic shipments (20 days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the 7 day domestic shipment timeline applies) and within 30 days from the last checkpoint.

Expedited shipping hasn't arrived 

  • If the customer’s package is delayed for whatever reason, Route will not cover it.

  • Carriers update their website with expected delays due to inclement weather or other barriers to expected delivery.
  • If the customer paid for expedited shipping but the package arrives outside of the expected window, Route will not cover it.

Payment installment companies

  • For payment installments (Sezzle, Afterpay, etc.), it is the customer’s responsibility to pay the payment installment company directly.
  • Once Route refunds the customer for their order, the customer must pay their installments to the payment installment company directly.

No tracking information

  • Route reserves the right to deny order issues where no tracking number/information is available. In these instances, Route will reach out to the retailer to see if one can be provided.

Package in Pre-Shipment

  • Route reserves the right to deny order issues where package tracking is marked as "pre-shipment".

Non-sanctioned shipping address

  • Route is based in the United States of America. Due to shipping policies in the US, Route will not cover issues shipped to countries that are sanctioned by the US. List available here

Closed order issues

  • If a customer does not respond within 5 days, Route will automatically close the order issues. Customers can open the order issues back up by responding to the original thread.

Didn't want Route

  • If the customer’s package has not shipped, Route can refund the Route premium.
  • If the item has shipped, Route is already protecting the package and cannot refund the customer.

Checkout requires ID verification

  • Route doesn’t upload our employee’s proof of ID to replace the customer’s order.

  • If the customer ordered from a store that requires the extra ID verification step, Route can offer the customer a refund instead to protect each party’s identity.

Order Issue Resolution Expectations

When an order issue is reported and resolved, your product will either be reordered or refunded depending on in-stock availability and the percentage of discounts received.

In some cases, order issues may not be approved per the Route Package Protection policies. 

In this article, you can read more about what to expect in each scenario and where to reach out for further questions:

REORDER

  • Shortly after Route has processed your reorder, you will receive a confirmation email from the retailer that includes the new order number and receipt of purchase. Once the retailer fulfills the order, you will receive another email with tracking information: tracking number, and a link to track via the carrier service (i.e. UPS, USPS, etc.).
  • Every reorder placed through Route will also be covered by Route Package Protection in the case of lost, stolen, or damaged items. So rest assured that you can always reach out to us should you experience another protected situation!
  • Lastly, we highly recommend downloading our app and utilizing Route’s Visual Tracking in order to keep an eye on reorder package status updates and future orders in one, user-friendly place.

REFUND

Shipping and tax costs will be refunded for select partnered merchants. For those select merchants,  refunds to original payment methods will be available, but in the case we are not able to offer a refund to your original form of payment, we will offer a PayPal refund as an alternative option.   

For the remaining partnered merchants, refunds are calculated on the exact price you paid for the item(s) - excluding the cost of shipping, taxes. 

In both cases, the Route Protection cost will not be refunded. 

PayPal 

  • If you do not currently have a PayPal account, don’t worry! PayPal is easy, fast, and free to set up, all you need to do is follow this link to get started: https://www.paypal.com/us/webapps/mpp/account-selection.
  • Once your PayPal refund has been processed, you should expect to see funds reflect in your PayPal balance within the next business day (if not much sooner). Sometimes it’s tricky to navigate how to transfer those funds to your bank account, so you can also reference this PayPal article if you need help!

Original Form of Payment

  • If your payment is processed to your original form of payment, you can expect to see those back to your account within 5-7 business days.
    • Currently, Route is developing some incredible additions to our services that would include the ability to put money right back into your pocket for all merchants. However, until we release those features, PayPal is our safest, most efficient option for returning your money to you in those circumstances.

If you have any questions regarding a reorder or refund completed through Route Package Protection, you can reach out here and we'll be happy to assist however we can!

What if I didn’t want Route Package Protection?

If your order has shipped from the retailer, Route is protecting your package that is currently in transit. In the case your package is lost, damaged, or stolen, Route will replace or refund the order for you based on our Package Protection Policies. Route cannot be refunded since the service is in use.

If you have just purchased your order and it has not shipped, Route cannot directly refund the cost of our services. Please reach out to the merchant you purchased from to refund the cost of Route. 

You have successfully subscribed!
 

is added to your shopping cart.

Choose the ID of the Quiz you want to render (automatic popup):

  • Skincare Quiz (Morning+Night Routines) (copy) with ID: ogHjzq
  • Skincare Quiz (Basic Routine) (copy) with ID: LwHn1r