CJLA FAQs logo
CJLA FAQs logo

All articles

Route Package Protection & TrackingUpdated 4 months ago

What is Route?

Route Package Protection is a premium shipping insurance that protects your order from damage, loss and theft. In the event your order experiences delivery issues you can file a claim through Route and have the option of a replacement or reimbursement. Claims will be processed through Route and must be filed within 7 days from delivery date. You can file your claim here: https://claims.route.com/

  • Route’s terms and conditions are listed here.

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. 

Route is a licensed insurance company with SEG Insurance Ltd. as its partner.

  • If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
    You can file a claim in the email, on Route’s app or here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
    Haven’t downloaded the app yet? Download here.

Refunds

  • Once Route’s services have been utilized and the package(s) have been successfully delivered, this insurance is not eligible for a refund. Please contact us if you have any other questions.

Tracking

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

How Does it Work?

  • If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.

Stolen or Missing Orders

  • Route definitely helps cover these instances! To protect your order against loss or theft, add Green Package Protection at checkout.
    If your order has not arrived, please file a claim with Route.

Package Damage

Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.

  • If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us and we will be happy to work with you to remedy the situation.

When to File a Claim

Marked As Delivered (Stolen)

  • Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered.
  • Please note, some order issues may require a police report to be filed.


Stuck In Transit (Lost)

  • Claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.

Damaged

  • Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

How Does Route Handle Refunds or Reorders?

  • Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes.
    In both cases, the Route Premium cost will not be refunded.
    Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.






Was this article helpful?
Yes
No