What is Route Package Protection?
Route is an optional package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance so that you’re supported, no matter what.
In addition to that, every time you add Package Protection to your order, Route donates to support an agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem.
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. Haven’t downloaded the app yet? Download the iOS or Android app.
Purchased Route's Package Protection and looking to file a shipping issue online? File here
Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can see visually track your package and receive real-time notifications on its estimated delivery on the Route's iOS or Android app.
How Does Route 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.
Need to file a claim? File here
When Should I File a Claim?
Marked As Delivered (Stolen)
Claims will be reviewed no earlier than 5 calendar days and no later than 30 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)
- For domestic orders, 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.
- For international orders, claims will be reviewed no earlier than 20 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 30 calendar days from when it was marked delivered.
What if My Order Never Arrives or is Stolen?
Route definitely helps cover these instances! To protect your order against loss or theft, add Package Protection at checkout.
If your order has not arrived, please file a claim with Route here
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?
While Route itself is not an insurance company, Route is authorized to provide access to shipping insurance. It does this through its entity, Safe Order Solutions, which is licensed to sell the shipping insurance issued by Seg Insurance Ltd. This makes Route's Protect product legal and compliant for brands to offer as shipping insurance to their customers.
Updated on: 17/10/2025