Package Insurance
Important Notice About Route Package Protection
Here are the important notices for the Route Package Protection insurance you have purchased:
- 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.
- Delivered but missing package: At our discretion, Route requires a police report when the customer’s package is marked as delivered. Customer files the police report and includes an explanation that Route is a package protection company that has protected the customer’s package that has been stolen. To process the order issue with Route, Route is requiring a police report. Send Route the police report PDF and number in the order issue. Upon request, Route can require additional documentation (e.g. proof of identity, address, etc.). **Order issues for packages marked "delivered" yet not received are considered by Route as stolen and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises. On orders over $100, Route requires evidence of the police report. Customer files the police report and includes an explanation that Route is a package protection company that has protected the customer’s package that has been stolen. To process the order issue with Route, Route is requiring a police report. Once filed, the customer sends Route the police report PDF and number in the order issue. Upon request, Route can require additional documentation (e.g. proof of identity, address, notary, etc.).
- 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). Route requires further evidence of the customer’s damaged item (i.e. more photos, videos, etc.).
- 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.
Please visit https://claims.route.com/ for further explanation of package insurance and how to file a claim.