What is Route Package Protection?
What is Route?
Route is a package protection and tracking solution, that gives customers the best possible delivery experience.
Route offers a few options to improve your kendama buying experience.
Route Protect
Route Protect is premium package protection for your kendama orders. When you add Route Protect at checkout, you can easily file a claim for lost, stolen, or damaged packages in the unfortunate event that they arise.
Purchased Route Protect and need to file a shipping issue? File here
The Route App (Free)
The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers–dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.
Haven’t downloaded the app yet? iOS or Android
How Do I File a Claim For My Lost, Stolen, or Damaged Package?
You can report your issue with Route through the mobile app we mentioned, through the email you receive from Route after placing your order, or by going to claims.route.com.
How can I view the status of my claim?
Not only can you report an issue with Route by going to claims.route.com, but you can also check the status of your issue there.
Simply enter the email address you used at checkout and your order number (you can find this in your confirmation email) and Route will provide you an update on the status of your reported issue.
What does Route cover?
Below is a brief summary of Route Shipping Protection coverage, but you can review the full policies here.
Route Refunds vs Reorders
Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.
Reorders: Route will reorder the items, but please note that items can only be replaced depending on in-stock availability. All reorders have Route Shipping Protection added, for free!
What are Route’s Policies?
Marked As Delivered (Stolen)
- 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)
- 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
What if my order never arrives or is stolen?
To protect your order against loss or theft, add Route package protection at checkout.
When you add Route Protect, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.
Damaged
- File issues for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered.
What if my order is damaged?
To protect your order against damage that occurred during shipping, add Route Protect (package protection) at checkout.
When you add Route Protect at checkout, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at ( [email protected] ) and we will be happy to work with you to remedy the situation.
What are Route’s terms and conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/.
Is Route a licensed insurance company?
Yes. Route is a licensed insurance company.