FAQs

What is S2G Package Protection?

S2G's 3rd party Shipping Insurance is the "easy button" solution that helps cover your order in the event that your item(s) gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so similar to Route, we offer added assurance that you’re covered, no matter what. S2G Package Protection can be added during checkout here...

You can also utilize real-time shipping updates to keep you in the loop throughout every part of your delivery. Haven’t signed up for the carrier's updates yet? You may do so directly from their respective sites. 

Purchased S2G's Package Protection and looking to file a shipping issue online? File here

Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed (add slash2gash@gmail.com to your safe senders). You can sign up for updates directly from any carrier's official website to visually track your package and receive real-time notifications on its estimated delivery.

How Does S2G Work?
If your S2G-protected order ends up lost, damaged, or stolen, S2G’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

Need to file a claim?  File here

How Does S2G Process Refunds or Reorders?
Refunds: When refunding an item, S2G covers the subtotal, shipping, and taxes.  

Reorders: S2G will reorder the items, depending on in-stock availability. Unavailable items will be refunded or replaced with a similar model of your choice. S2G will cover the cost of any reorders including shipping, taxes, and S2G Shipping Protection.

In both cases, the S2G Premium cost will not be refunded. 

When Should I File a Claim?
Marked As Delivered (Misdelivered or Stolen)

  • Claims for packages marked as "delivered" by the carrier must be filed no earlier than 7 calendar days and no later than 15 calendar days from when it was marked delivered. 
  • Please note, in the event of theft, Underwriters may require a police report to be filed with the local authorities and/or a signed affidavit attesting to the theft of the covered property. Security video, showing evidence of theft, may substitute for a police report and/or and affidavit.
  • The best way to prevent theft is to know when your package is delivered, add slash2gash@gmail.com to your "safe senders" to ensure you see our tracking updates. You may also sign up with any carrier directly to receive real-time text updates.

Stuck In Transit (Lost)

  • For domestic orders, claims will be reviewed no earlier than 7 business days and no later than 30 calendar days from the last update. 
  • For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. 

Damaged

  • Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

All of S2G’s policies are listed here (we are no longer affiliated with Route, but this link is referenced for previous orders that were).

What if My Order Never Arrives or is Stolen?
S2G definitely helps cover these instances! To protect your order against loss or theft, add S2G Package Protection at checkout. 

If your order has not arrived, please file a claim with S2G here. 

What if My Order Arrives Damaged?
S2G covers damage as well! To protect your order against damage that occurred during shipping, add S2G Package Protection at checkout. 

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

You can file a claim with S2G here.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us and we will be happy to work with you to remedy the situation.

How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with S2G at checkout, simply contact us to file a shipping issue. 

To file a claim, you will need your store order number, name and the email address that was attached to the order. Not sure what your order number is?  Create a password and log in to access your order history (all orders are tied to the email address entered at checkout).

Haven’t signed up for tracking updates yet?  You may do so directly from the respective carrier's official website.

What are S2G’s Terms and Conditions? 
S2G’s terms and conditions are listed here: https://route.com/terms-and-conditions/

Is S2G a Licensed Insurance Company?
No, S2G has formerly partnered with Route (who is Licensed) and is offering near identical coverage at a lower cost to you directly. We are NO LONGER partnered with Route. Any links to their website are served as reference only for previous orders using Route.

 

 

Now down to the nitty gritty.... it is sad we have to post this here, but some people fail to understand that we (or any seller) have no control over what the carrier does with your package. Here it is. Straight forward. No sugar coating.

If I decline S2G 3rd party insurance at checkout, will my order be covered?

Short answer, is NO. Unfortunately, the carrier's insurance is nothing but a big ol' scam and they deny everything by default. Even after appealing and submitting proof that they made a mistake (for example GPS screenshots of them delivering to the wrong address), they STILL deny everything. Straight up scam by the Post Office with their fake insurance.

We will not even bother attempting to file an insurance claim with the carrier. It is nothing but a waste of time. Your opportunity to have a "worry free" delivery is by using S2G during checkout. WE ARE NOT RESPONSIBLE FOR MISTAKES BY THE CARRIER.

 

Should I demand the SELLER gives me a refund, because something happened with the CARRIER?

NO. We understand your frustration, but please keep it pointed in the right direction. If the wrong item was in your package, would you walk into your local PO and demand they give you the correct one? Of course not, because the CARRIER has nothing to do with what is inside the package. Just like the SENDER (us) has nothing to do with what happens after handing your package to the carrier.

If you declined S2G at checkout, please take responsibility for your own decision.

Unfortunately without insurance, there is nothing we can do when the package is marked "delivered" by the carrier. We are not responsible for what the carrier does. 

This is the exact reason why we offer 3rd party insurance. S2G approves everything (including theft) with same day decisions, worry free shopping.
.
With that being said, the only thing you can do (if you declined S2G coverage) is ask other family members/neighbors if they possibly have your package, or maybe an honest neighbor may drop it off soon. If it doesn't show up within a few days, as a kind gesture we'd like to offer a 2nd piece "at costs" to try and help you out. Please contact customer service and we will do our best to be kind towards your situation.
.
Remember, you catch more bees with honey. Be kind to us, and we will be kind to you.
.
.

Should I give the SELLER a negative review because the CARRIER made a mistake?

Your views of the SENDER (us) shouldn't be affected because of what happened with the CARRIER (post office/UPS). We can only control what was in the package, NOT what the carrier does with it.

Would you give the Post Office a negative review if the wrong item was in your package? Of course not, so why would you penalize the seller for what the carrier did? That's like wiping before you poop, it doesn't make any sense.