What is Route Package Protection?

Route's Package Protection is a solution that helps insure your order if your package gets lost, stolen, or damaged while in transit. Route’s Package Protection service can be added or removed during checkout.

We know how frustrating it is if something happens to your order, so we strongly encourage all customers to purchase this insurance to protect your order.

Item Not Received (Stolen)

Once shipped, all orders will receive a tracking number. If you did not receive your order but the tracking shows that your package was delivered, please ask your neighbors, leasing office, door man or mail carrier if they accidentally misplaced your package.

 Yahn Vanziano is NOT responsible for porch theft or packages stolen after the tracking shows it was delivered. Customers are responsible for submitting an address that is safe for delivery carriers to leave packages. We also strongly encourage customers to purchase package insurance to protect against porch theft or damage during transit.

How Does Route Package Protection 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 per your preference. Claims will be reviewed for approval within 1-2 business days from filing. 

Need to file a claim with Route Package Protection? Click here

How Does Route Process Refunds or Reorders?

Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.

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 and taxes.

When Should I File a Claim with Route?

Order Marked as Delivered But I Did Not Receive My Package (Stolen Package)

Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered.

In some cases, the Route Support team may require a police report before moving forward with an order issue.

Stuck In Transit (Lost Package)

For USA domestic orders, 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.

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 Items

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.

For more information regarding all of Route’s policies, please click here.