About Shipping Protection
We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.
Route is also a mobile app that allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers. Route’s dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery. The Route app is available on Android and Apple app stores.
With Shipping Protection by Route*, your packages are protected from loss, theft and damage until they're safely in your hands. If you guard your purchase with Shipping Protection, Route will replace it. If something happens, you can submit a claim online and get your replacement scooter with no additional costs. Once your physical product is fulfilled, Route cannot be cancelled or refunded. For questions regarding cancellations, please reach out to Route.
- Lost Packages: If your product never arrives, Route will assist with loss or theft.
- Damaged Packages: If your product is dented, broken, cracked or torn during shipping, Route will replace it.
- Stolen Packages: If your product is stolen, Route will replace it.
Restrictions: Limited to customers residing in the United States. Not all items are eligible for coverage.
How Shipping Protection by Route Works
Step 1: Add Shipping Protection to Cart
Add your desired product to the cart. In your cart, you can view the cost for the plan and add Shipping Protection by Route.
Step 2: Complete Checkout
Complete checkout. Your total will include the protection plan with a Quote ID.
After purchasing Shipping Protection, you'll receive an email confirmation from Route.
Step 3: Making a Claim
If your package is lost, stolen or damaged during shipping, you can easily file a claim online or via the Route App. Alternatively your Route order confirmation email will contain easy access to file claims.
If you've purchased Shipping Protection and need to file a claim, click the button below.
Step 4: Replacing Your Product
If your claim is valid, you will receive a replacement product at no additional cost or refund.
In some cases, Route will ship the replacement product directly to you. After purchase, there are no deductibles. Route will cover shipping costs and will not request a deductible to complete the claim.
Frequently Asked Questions
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 download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
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.
How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes.
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.
Stuck In Transit (Lost)
- For domestic orders, claims will be reviewed no earlier than 7 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.
What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.
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.
If you want more details on how the Shipping Protection Plans work, read the shopper's guide with FAQs and more info here.