• What is 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+ at checkout and unlock full package protection and seamless 1-click claims filing.

    Download the Route app for ios on the Apple App Store.

    Download the Route app for Android on the Google Play Store.

  • What info does Route gather and how does it use my data?
  • What info does Route gather and how does it 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.” 

     

  • How do I file a claim to get a replacement or a refund?
  • How do I file a claim to get a replacement or a refund?

    Click here

    Note: Route refunds the cost of the item(s) alone. Shipping costs, taxes, and the Route premium are not included. Route also do not pay custom/duty fees.

  • How can I track my deliveries in Route?
  • How can I track my deliveries in Route?

    Note: This is not included if the tracked shipping option was not selected during checkout.

    You can view your deliveries in Route 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.

  • Why do I need Route+?
  • Why do I need Route+?

    Route+ offers you "peace of mind" package protection for all of your orders at an affordable price ($0.98 USD for carts below $100, and 1.5% - 5% for carts greater than $100). With Route+ you don't have to worry about what to do if your order is lost, stolen, or broken. Simply file a claim, and we will refund or reorder your item(s).

     

  • Is there a deadline to file my claim with Route?
  • Is there a deadline to file my claim with Route?

    When you purchase Route+ package protection, you can file a claim for packages that may be lost, stolen, or damaged. Read Route's claim policies

    All claims must be filed within 60 days of the order date.

    Ensure you file a claim within the respective deadlines:

    • Damaged: Within 15 days of when the package was marked delivered (US orders only)
    • Lost: Within 30 days from the last tracking update
    • Stolen: Within 15 days of when the package was marked delivered (US orders only)
  • If I don't have tracking but added Route during checkout, when can I file a 'Lost' package claim?
  • If I don't have tracking but added Route during checkout, when can I file a 'Lost' package claim?

    You can file your claim 7 days after your order has been marked as fulfilled (US orders).

    Non-US orders can file a claim 20 days after the date your order has been marked as fulfilled.