Frequently Asked Questions
Route Package Protection
What is Route Package Protection?
Route Package Protection helps to cover your order in the event that it gets lost, stolen, or damaged while in transit – while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Route Package Protection is added during checkout, but you can remove it to opt out of package protection.
And, every time you add Route Package Protection to your order, you’re helping to restore our planet! Route donates to support an agroforestry initiative that removes CO2 from the air and promotes a flourishing ecosystem.
You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App, or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here on Android or iOS.
Purchased Route's Package Protection and looking to file a shipping issue online? File here.
Where do I track my package?
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.
Is Route Package Protection refundable?
Once Route’s services have been utilized and the package(s) have been successfully delivered, this insurance is not eligible for a refund.
How does Route process refunds or reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes.
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.
In both cases, the Route Premium cost will not be refunded.
When should I file a claim?
Marked As Delivered (Stolen)
Claims will be reviewed no earlier than 5 calendar days, and no later than 15 calendar days, from when it was marked delivered.
Please note, some order issues may require a police report to be filed.
Stuck In Transit (Lost)
Claims will be reviewed no earlier than 2 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 15 calendar days from when it was marked delivered.
All of Route’s policies are listed here.
Do I need to provide evidence?
For claims of damage, yes.
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 your order has defects or you suspect it was damaged during manufacturing, please reach out to us and we will be happy to work with you to remedy the situation.
How do I file a claim for my lost, damaged, or stolen package?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. You can file a claim directly from that email.
You can also file a shipping issue on Route’s app (Android or iOS) or via the web here. To file a claim, you will need your order number OR Route ID number and the email address that was attached to the order. These can all be found in your post-purchase email.
What are Route's terms and conditions?
Route’s terms and conditions are listed here.
CIs Route a licensed insurance company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.
Need additional help?
If you have any issues with your purchase, or navigating Route Package Protection, please reach out to us here: shop@anami-alchemia.com.