Purchasing luxury furniture is a meaningful investment, and we’re here to ensure it arrives in perfect condition. That’s why every eligible order at Sohnne is protected by Route™ Shipping Protection, a delivery insurance service designed to safeguard your purchase from loss, damage, and theft during transit.
Whether you’ve ordered a small accessory or a full-sized furniture piece, our coverage brings peace of mind at every step of the delivery journey.
Why Delivery Insurance Matters
Ensures your items are covered from the moment they leave our warehouse
Protects against incidents beyond your control, such as lost parcels or damaged packaging
Offers quick and easy claims processing for a smoother customer experience
What Delivery Insurance Covers
1. Lost Shipments
If your order goes missing in transit and cannot be located, we’ll arrange for a replacement or issue a refund. Tracking information is used to verify the loss before a claim is processed.
2. Damaged Items
Report any visible damage within 48 hours of delivery. Please include clear photos of the damaged item, packaging, and shipping label.
Concealed Damage: Can be reported within 90 days after unpacking. You can still file a claim with supporting documentation.
3. Theft After Delivery (Porch Piracy)
If your tracking status says “delivered” but you didn’t receive the package, you can submit a claim. Supporting evidence (such as security camera footage or written confirmation from building staff or neighbors) may be requested.
How to File a Delivery Insurance Claim
To report a shipping-related issue and file a claim with Route™:
Go to the Route™ Online Portal and log in using your policy or tracking number
Provide your shipment details, including:
Tracking number
Shipping carrier
Product(s) involved in the claim
Upload supporting documentation such as:
Photos of any visible damage
Packaging and shipping label
Invoice or proof of purchase
Submit your claim. Most claims are reviewed within 5–7 business days.
If you need help submitting your claim, our support team is available to assist you every step of the way.
Claim Denials and Appeal Process
In the rare event a claim is denied, you may submit a second review request within 14 days by providing additional documentation. While Sohnne’s support team is happy to guide you, all claim decisions are made by Route™, not Sohnne.
Missed Deliveries and Redelivery Fees
To help avoid delivery delays or additional fees, please make sure someone is available to receive your order.
FedEx Deliveries: A second attempt will automatically be made the next business day.
Threshold & White Glove Deliveries: One free reschedule is included if no one is available during the first attempt.
If the second attempt is missed, a $100 redelivery fee will apply.
Helpful Tip: Always track your shipment and plan ahead to ensure successful delivery on the first attempt.
Customer Responsibilities for a Smooth Delivery
To make the most of your delivery insurance coverage, we encourage all customers to:
Double-check the shipping address at checkout
Inspect the package upon arrival and document any issues immediately
Report shipping problems within the allowed timeframes
Monitor tracking via email updates and provided links
Shipping Insurance Exclusions
While Route™ offers broad coverage, certain scenarios are excluded:
Claims filed after the allowed timeframe (48 hours for visible damage, 90 days for concealed damage)
Minor cosmetic issues that do not affect usability or function
Damage after delivery due to improper handling
Packages left unattended for long periods are exposed to weather or theft risks
Final Thoughts
At Sohnne, your satisfaction is our top priority. Our partnership with Route™ Shipping Protection gives you an added layer of confidence, knowing your order is covered from dispatch to delivery.
If you need help with a shipping issue or a delivery insurance claim, our customer support team is always ready to assist.
Need Help?
Feel free to reach out to us via Live Chat or Email Support anytime.