Route
What is Route?
Route automatically connects to everything you’ve ordered from all your favorite retailers while allowing you to visually track your packages, anytime, anywhere. Add Route Green Package Protection at checkout and unlock full package protection and seamless resolution for order issues.
Download the Route app for iOS on the Apple App Store.
Download the Route app for Android on the Google Play Store.
How do I report an order issue to get a replacement or a refund?
Click here!
Note: Route will refund the cost of the item(s) alone. Shipping costs, taxes, and the Route premium are not included. We also do not pay custom/duty fees.
How can I track my deliveries on the Route mobile app?
You can view your deliveries in the Route mobile app to get a real-time view of where all of your packages are. On the MAP screen, you can swipe through cards or zoom into the map to see where packages are in-transit. Tap on a card to open up the Order Details page. You can also see a list view of all your packages on the Orders screen. From there, you can tap on orders to see the order details which will provide info around where your order is in transit.
Download the Route app for iOS on the Apple App Store.
Download the Route app for Android on the Google Play Store.
Why do I need Route Green Package Protection?
Route offers you "peace of mind" package protection for all of your orders at an affordable price. The cost to you is only around 1.5% of the cart value to fully protect your package in the event that it is lost, damaged, or stolen.
Resolve Issues
What to do when your package is lost, stolen, or damaged. Click HERE
What Happens When My Order Issue is Resolved?
When an order issue is reported and resolved, your product will either be reordered or refunded depending on in-stock availability and percentage of discounts received. In some cases, order issues may not be approved per the Route Package Protection policies.
In this article, you can read more about what to expect in each scenario and where to reach out for further questions:
REORDER
Shortly after Route has processed your reorder, you will receive a confirmation email from the retailer that includes the new order number and receipt of purchase. Once the retailer fulfills the order, you will receive another email with tracking information: tracking number, and a link to track via the carrier service (i.e. UPS, USPS, etc.).
Every reorder placed through Route will also be covered by Route Package Protection in the case of lost, stolen, or damaged items. So rest assured that you can always reach out to us should you experience another protected situation!
Lastly, we highly recommend downloading our app and utilizing Route’s Visual Tracking in order to keep an eye on reorder package status updates and future orders in one, user-friendly place.
REFUND
Refunds are calculated on the exact price you paid for the item(s) - excluding the cost of shipping, taxes, discounts, and Route Package Protection - and are processed via PayPal or directly to your original form of payment*.
Once your refund has been processed, you should expect to see funds reflect in your PayPal balance within the next business day (if not much sooner). Sometimes it’s tricky to navigate how to transfer those funds to your bank account, so you can also reference this PayPal article if you need help!
If your payment is processed to your original form of payment, you can expect to see those back to your account within 5-7 business days.
*Route uses PayPal due to their secure, user-friendly as most of our online merchants do not share your payment information with us, such as your credit card number, etc. For this reason, while we can refund your original method of payment for some merchants, for others we are required to use PayPal.
Currently, Route is developing some incredible additions to our services that would include the ability to put money right back into your pocket for all merchants. However, until we release those features, PayPal is our safest, most efficient option for returning your money to you in those circumstances.
If you do not currently have a PayPal account, don’t worry! PayPal is easy, fast, and free to set up, all you need to do is follow this link to get started: https://www.paypal.com/us/webapps/mpp/account-selection.
If you have any questions regarding a reorder or refund completed through Route Package Protection, you can reach out here and we'll be happy to assist however we can!
DEADLINES TO REPORT AN ORDER ISSUE
When you purchase Route Package Protection, you can report an order issue for packages that may be lost, stolen, or damaged. Read Route Package Protection Policies.
All issues must be reported within 60 days of the order date.
Ensure you report an issue within the respective deadlines:
- Damaged: Within 15 days of when the package was marked delivered
- Lost (domestic): Between 7* and 30 days from the last tracking update
- Lost (international): Between 20* and 30 days from the last tracking update
- Stolen: Between 5* and 15 days of when the package was marked delivered
*Route requires these wait-to-file periods for stolen and lost orders as packages are sometimes delayed in transit or prematurely marked as delivered.
When and how do I contact the shipping carrier?
As Route is a third party package protection service, there may be situations in which you will be directed to the shipping carrier for further assistance.
These situations include:
- Package is available for pickup
- Delivery was rescheduled
- Delivery was attempted and needs to be rescheduled
In these instances, we advice contacting the carrier (UPS, USPS, FedEx, DHL, etc...) directly as their team can help you locate and receive your package. They will likely ask for your tracking number, address, and may require a form of identification.
Below are support links to common carriers, but any other carrier's contact info can be found on their respective websites.
UPS
DHL
If you find your package is lost, stolen, or damaged, please reach out to us at: https://help.route.com/hc/en-us#
What info do you gather and how do you use my data?
Route uses delivery and order information to provide as much detail as possible about your order. To do this, Route parses your emails to collect order information such as tracking numbers, carrier names, and product info. We employ multiple layers of security to protect and secure customer data.
Note: Route's use of information received from Google APIs will adhere to Google API Services User Data Policy, including the Limited Use requirements.”