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 are typically reviewed for approval within 1-2 business days from filing. All claims must be filed within 30 calendar days from the date of delivery.
If your order is stuck in transit, a claim can be filed within 30 calendar days from the last tracking update.
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 also file a shipping issue on Route’s app or via the web 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.
Damage Claims: 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.
Haven’t downloaded the app yet? Download here.
Please note that Route insurance is non-refundable after an order is placed.
Disclaimer: Orders that do not have Route Protection are not eligible for claims. Merchtable is not responsible for any lost, damaged, or stolen orders that did not opt in for Route Protection. Merchtable will not issue refunds or replacements for uninsured orders.
****Please make sure to add Route Protection at checkout to ensure your package is eligible for a claim.
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 with SEG Insurance Ltd. as its partner.
Additional Route’s policies are listed here.