Route Protection PlanUpdated a year ago
Package protection guarantees safe delivery of your packages by protecting them against loss, lost in transit, theft, or damage.
Claims
Claims for packages marked “delivered" must be filed after 5 days and before 15 days from the date the package was marked “delivered.”
Claims for packages presumed to be lost (where the status is not “delivered”) must be filed after 7 days (20 for international) and within 30 days from the last checkpoint.
- Replacing the Claimant’s lost or damaged item(s) through Route’s re-order of the identical item(s) that had been previously purchased. The replacement of the item shall cover sales tax and shipping costs but shall exclude the cost of purchasing Route+.
- Refunding to the Claimant, the cost of the original merchandise (invoice) but excluding sales tax, shipping costs, and the cost of purchasing Route+.
How to file a claim
You can file a claim through any of these 3 ways:
- your order confirmation email
- the Route app
- the Route website: Resolve Center (route.com)
Please complete the following 6 steps to issue a claim:
1. Click orders
2. Search store order #
3. Click Resolve Issue
4. State whether your order was lost, damaged, or stolen.
5. Select the items you are filing for
6. Click submit!
Once your claim has been submitted, Route will be sending all claim updates to your email address!