FAQs

What is Route and Green Package Protection?

Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Green Package Protection can be added during checkout.

Every time you add Green Package Protection to your order, Route donates to support an agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem. 

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here

Purchased Route's Green 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. You can download  Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route’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 Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled.  

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

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.

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

  • Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered. 
  • Please note, some order issues may require a police report to be filed.

Stuck In Transit (Lost)

  • For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
  • For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.

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 Route’s policies are listed here

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

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

What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect 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 Route 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 Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here

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

Is Route a Licensed Insurance Company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.

 

 

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 Route 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 Route 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 Route at checkout, please take responsibility for your own decision.

Unfortunately without Route 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. ROUTE approves everything (including theft) with same day decisions, worry free shopping.
.
With that being said, the only thing you can do (if you declined Route 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.