Order Protection

We have partnered with Route, a package protection and tracking solution, to give you the best possible delivery experience. When you add Route at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that these issues arise.

The Route App

The Route App allows you to visually track all of your online orders in one place - for FREE. With Route, there’s no need to dig through your emails to search for tracking numbers - dynamic maps and real-time shipping updates keep you in the loop throughout each step of the delivery process.

Haven’t downloaded the app yet? Download Route now! IOS/Android

Route offers you peace of mind with package protection for all of your orders at an affordable price ($1.95 for orders $100 and below, and 2.5% of your purchase for orders greater than $100). With Route, you don't have to worry about what to do if your order is lost, stolen, or damaged. Simply file a claim with Route to receive a refund or reorder your item(s).

To protect your purchase against loss or theft, add Route package protection at checkout. When you add Route, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that these issues arise. Simply file a claim with Route to receive a refund or reorder your item(s).

To protect your order against damage that can occur during the shipping process, add Route package protection at checkout. When you add Route at checkout, you can easily file claims for lost, stolen or damaged packages. Simply file a claim with Route to receive a refund or reorder your item(s).

If you insured your order with Route, you will receive a confirmation email from Route with your Route Order ID and a link to file a claim. You can also file a claim here: https://claims.route.com/.

To file a claim by email, please follow the steps below:

1. Open the email received from Route.

2. Type in your Route Order ID and then click FILE A CLAIM.

3. In the claim form, fill out the required information – email address, subject line, and claim type.

4. Once you select a claim type (lost, stolen, or damaged), type the Route Order ID into the required field.

5. Fill out the remaining fields and click SUBMIT.

Lost

For lost orders, claims may be submitted as soon as the item is suspected to be lost. For items that have scheduled delivery dates, Order Protection has a 3-5 business day grace period to ensure that the ordered items aren't simply delayed in transit. After the order is tagged as lost, the refund/reorder will be submitted within 3-5 business days.

Damaged

Within 24 hours of the claim being submitted, you will receive a response and an investigation will be led by our claims department. Photos of the damaged item are required.

Stolen

Orders that are stolen have a relatively short processing time, provided that a police report is attached to the claim. Once submitted, these claims typically are addressed and closed within 24 hours, then processed within 3-5 business days.