Route Package Protection Policy
Route Package Protection covers lost, stolen, and damaged items that fit the following criteria:
LOST ITEMS
Packages presumed to be lost by the carrier (status is not "delivered" ): Order issues must be filed no sooner than 7 days after the last tracking update for Canadian domestic shipments (20 days for international shipments) and within 30 days from the last checkpoint.
Packages with the estimated delivery date passed: After 48 hours have passed from an estimated delivery date given by the carrier, and no delivery or update has been made, Route will consider the order "lost" and assist with the next steps.
STOLEN ITEMS
Missing package with "delivered" status: Order issues for packages marked "delivered" yet not received are considered stolen and must be filed 5 days after the "delivery date" but no longer than 30 days to ensure it was not mis-delivered or easily found around the premises.
At their discretion, Route may require an online notarized statement when the customer's package is marked as delivered. If requested, the customer will be given clear steps to complete this requirement via the claims filing process.
Delivered to a wrong address: If the customer inputted the correct address at checkout and the package was delivered to the wrong address, Route considers this stolen and will replace the order on behalf of the customer.
DAMAGED ITEMS
Damaged items: Order issues must be filed within 30 days of the delivery date.
Route requires further evidence of the customer's damaged item (i.e. more photos, videos, etc.).
If you encounter any of the listed issues for the shipping covered by Route Package Protection, please get in touch with us or Route directly. If contacting us, please allow for at least 2 business days before the filing deadline for us to be able to file the claim in time.