Route Shipping Insurance
What is Rout Protect
Route Protect is premium package protection for your online orders. When you add Route Protect at checkout, you can easily file issues for lost, stolen, damaged items in the event that there is a shipping issue with your order.
Route is a licensed insurance company with SEG Insurance Ltd. as its partner.
How it works: Refunds and Reorders
When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.
If you purchased Route Package Protection and need to file: File here
For a detailed breakdown of Route's official insurance policy, please see https://route.com/insurance.
Marked as Delivered but missing package
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 mis delivered or easily found around the premises.
- Issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered
- Orders over $100 USD require a police report
Stuck In Transit (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.
- Issues can be approved no earlier than 7 days and no later than 30 days from the last update (US), 60 days from order date
- Issues can be approved no earlier than 20 days and no later than 30 days from the last update (International), 60 days from order date
How do I file a shipping issue for my lost, stolen or damaged order?
If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via their website here