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Route Purchase Protection FAQ

What is Route?

We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers a few options to improve the experience :

 
 

Route+

Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.

 

Purchased Route+ and need to file a claim? 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? Download here (Apple)

 
 
Route+ Shipping Insurance Info

 

ROUTE is the leader in package protection and tracking solutions. By selecting Route Protect at checkout, your order will be protected from loss, damage, or theft. In the unfortunate case that your order never arrives or is broken upon arrival, you can easily file a shipping issue with Route and receive a replacement or be refunded. We are excited to offer this service to you and we highly recommend you use Route Protect at checkout.

Route Protect helps cover the following instances:

  • Shipping issues for packages marked "delivered" yet not received, can be approved no earlier than 5 days after the “delivery date” and no later than 15 days to ensure it was not misdelivered or easily found around the premises.
  • Photos of the damaged item and packaging are required for damaged shipping issues
  • Shipping issues for packages presumed to be lost (where the status is not "delivered") can be filed after 7 calendar days (20 days for international) and within 30 days from the last checkpoint.

What is Route Package Protection?

In an effort to provide more safety, assurance, and insurance for our amazing customers, we’re happy to announce that REC is now integrated with Route Package Protection. Route is a shipping insurance company that offers complete protection for REC shipments and orders. Simply add Route to your cart at checkout to safeguard against any unforeseen hiccups that may arise. 

Q: WHAT IS ROUTE?

Route is a shipping insurance company that covers packages that are lost, stolen, or damaged in transit. Route ensures that customers get what they paid for, and allows for easy reordering with one simple click. Review the policies here to understand which lost, stolen, and damaged items Route will cover.

Q: HOW DO I FILE A CLAIM FOR A LOST, STOLEN, OR DAMAGED PACKAGE?

You can file a one-click claim through the email that Route sends you after you check out, or you can file here.

Q: WHAT IF MY PACKAGE GETS LOST, AND ROUTE REPLACES IT BY ORDERING ANOTHER NEW PRODUCT FOR ME, AND THEN THAT PACKAGE GETS LOST. DOES ROUTE COVER THAT TOO?

Yes! Any replacement orders that are placed by Route are still insured by Route.

Q: WHAT ARE ROUTE’S TERMS AND CONDITIONS?

Route’s terms and conditions are listed here.

Q: IS ROUTE A LICENSED INSURANCE COMPANY?

Yes. Route is a licensed insurance company and they are partnered with Lloyds of London, one of the biggest names in shipping insurance. 

Q: If I choose not to buy Route Purchase Protection, will my package still be covered against loss, theft or damage?

If you have an issue, of course we will do what we can to make it right, But please understand, we cannot be liable for lost or stolen packages. Those incidents are out of our hands, we recommend you opt for Route at checkout as a safeguard against unforeseen circumstances.