You asked, and we listened! The shipping methods we currently utilize are essential for providing you, our loyal customers, with our products all around the U.S. Unfortunately, there can be issues during shipping due to delivery errors, missing packages, damaged packages, and sadly even theft. To make sure that our customers get all of our wonderful products, we have partnered with a third-party package protection service, Route!
If you select Route upon checkout, once your order is placed, you will receive an email from them with a tracking link and Route order number. They download their tracking information directly from the shipping providers that ship and deliver the packages. While orders are in processing, no updates will be sent from our company, or through Route, until the order has been booked for shipment. Tracking information can take 24-48 hours to update once the package leaves our facility at the end of the business day and is taken to the post office.
What is Route?
Route shipping protection is a third-party insurance and tracking provider that we offer our customers now at checkout. Route works to protect your package during transit and if on the off chance anything were to happen to your package (e.g. not delivered, stolen, damaged during shipping), you would be able to file a claim with them to have your order reshipped or be reimbursed! We began adding this as an option for customers, as we were having issues with orders going missing during transit. With Route, as long as you pay the small protection fee at checkout, your entire order will be insured regardless of the shipping method selected at checkout, and you can file a claim without worrying about any additional charges. The Route fee is $1.95 for orders less than $100, and for orders over $100 the charge is 2.5% of the cart total; this total will update along with your cart and this can be seen on both the cart and checkout pages. If you do not file a claim, we will not be able to either reship or reimburse your package; filing a claim is a requirement in order for us to assist you in the case that anything happens to your order!
My order was: not delivered properly, stolen, lost, damaged.
As long as your selected Route, you’re in luck! There are a few options depending on the issue you have come across. You can file a claim through their website at claims.route.com; once you file the claim, they will review the information and either approve or deny it. If the claim is approved, you can decide if you would like the items reshipped, or if you would prefer to be reimbursed. If the claim is denied, this means that Route reviewed the information, and their team was not able to validate the information in the claim.
Stolen/Marked as delivered but not:
If this is your problem, you will be able to file a claim between 5-30 days from the time your order has been marked as delivered. If you attempt to file a claim before the 5 day waiting period, they will not accept the claim. If you attempt to file a claim after the 30 day period, they will not accept the claim. It must be filed within this time frame.
Lost:
If your order is lost, you will be able to file a claim between 7-30 days after the last tracking update as long as there is no estimated delivery date (EDD) on the tracking.
If there is an estimated delivery date that is unchanged, between 2-60 days from that update and EDD, you should be eligible to file a claim.
Damaged:
If your package arrives and it has been damaged during transit, you can file a claim within 15 days of receiving the package. You will be required to provide photo evidence of the damage to Route.
They also provide an app that you can download to get live updates on tracking your order. It is not required that you download the app, however, it is a very helpful tool to have! From the App, you can track your package, shop, and even file a claim. This can also be done entirely online if you do not wish to download the application.
For more in depth information about Route and how your package will be protected, visit our FAQ page. Below, we have also included the links so that you can easily access Route if need-be!
File A Claim With Route | Route Customer's Frequently Asked Questions | |
Visit their website to learn more about what they cover and how they can help!
| Click the button below to be directed to the Claim page on Route's website. Have your email address and Order Number ready!
| Click the button below to be directed to Route's FAQ Page.
|