Route Package ProtectionUpdated 19 days ago

What is Route Package Protection?
Route Package Protection gives you extra peace of mind by covering your order if it’s lost, stolen, or damaged in transit. You can add Route Package Protection at checkout - it’s a small step that makes a big difference.

How does Route work?
If something doesn’t go to plan, Route is there to help. They’ll organise a replacement order or refund, with most claims reviewed within 1–2 business days.

How are refunds or replacements handled?

Refunds: These include your item cost, shipping, and taxes (excluding the Route fee).

Replacements: If your item is in stock, it’ll be reordered for you. If not, you’ll receive a refund instead. Route covers all related costs.

What if my order is lost or stolen?
If you added Package Protection, you’re covered. Simply file a claim with Route to request a replacement or refund.

What if my order arrives damaged?
Route covers damage that happens during shipping. Just take a few photos of the item and packaging and include them with your claim.
If it’s a manufacturing fault, please reach out to our customer experience team for further support. 

How do I file a claim?
It’s easy - just use the link in your Route confirmation email, the Route app, or their website. You’ll need your order number (or Route ID) and email address.

Need to file a claim?  File here