What is Route™ Shipping Protection and why is it important?
Route™ is a delivery insurance service that protects your order from loss, theft, or damage during shipping. It provides peace of mind by ensuring your investment is covered from the moment it leaves our warehouse until it reaches your doorstep.
How do I know if my order includes delivery insurance?
All eligible orders are automatically covered under Route™ Shipping Protection. The coverage will appear during checkout or in your confirmation email.
What should I do if my package is marked as “delivered” but I didn’t receive it?
You can file a porch piracy (theft) claim through the Route™ Online Portal. The building staff may ask you to provide supporting documentation, such as security footage, witness statements, or confirmation.
How much time do I have to report visible or concealed damage?
Visible damage must be reported within 48 hours of delivery.
Concealed damage (found after unboxing) must be reported within 90 days of delivery.
To file a claim, submit photos of the damage, packaging, and shipping label.
What happens if my claim is denied by Route™?
If your claim is denied, you may request a second review within 14 days by submitting additional documents. Our customer service team is here to guide you, but all decisions are made by Route™.
Will I be charged if I miss my delivery?
FedEx will make a second delivery attempt the next business day.
Threshold & White Glove services allow one free reschedule.
If a second attempt fails, a $100 redelivery fee will apply.
We recommend monitoring your tracking and planning accordingly.
How do I request a Certificate of Insurance (COI) for my delivery?
Email us your sales order number along with your building’s COI requirements (PDF, Word, JPG, or PNG file, max 40MB). Please send the request at least 5 days before your delivery (or 10 days if outside our local delivery area).
What does a COI include?
A COI typically includes proof of:
General Liability Insurance
Workers’ Compensation
Auto Liability Coverage
Certificate holder information
Additional insured parties (if required)
We will ensure the document is formatted according to your building’s request.
Can I submit a COI request late?
We strongly recommend submitting the request on time. If the request is made less than 5 days before your delivery date, you may need to reschedule. Missed or denied deliveries due to an unprocessed COI may incur a cancellation or redelivery fee.
How do I know if my building requires a COI?
Please check with your property manager, HOA, or building supervisor before delivery. If a COI is required, they’ll provide the necessary documentation or instructions for access.
Who can I contact for help with delivery insurance or COI?
If you have questions about your COI or need assistance with a claim, our team is available through Live Chat or by email at support@sohnne.com. We're always happy to help.