Shipping Insurance

What is Route and Green Package Protection

Route’s Green Package Protection is here to give you peace of mind by covering your order if it gets lost, stolen, or damaged during transit, all while helping protect our planet. We understand how frustrating it can be when something goes wrong with your order, so we’ve teamed up with Route to ensure you feel supported every step of the way. You can easily add Green Package Protection at checkout.

Plus, every time you choose Green Package Protection, Route donates to an agroforestry initiative that helps remove CO2 from the air and supports a thriving ecosystem.

With the Route App, you can visually track all your online orders in one place and quickly file a claim if needed. Whether you’re using the app or tracking online, Route’s real-time shipping updates keep you informed throughout the delivery process. Haven’t downloaded the app yet? Download it here for iOS or Android.

If you’ve purchased Route’s Green Package Protection and need to file a shipping issue online, you can file your claim here.

Where is My Order?

Once our team has fulfilled your order, you’ll receive a shipping confirmation email with a tracking number. You can download Route’s mobile app for iOS or Android to visually track your package and get real-time notifications about its estimated delivery.

How Does Route Work?

If your Route-protected order is lost, damaged, or stolen, Route’s expert support team will help ensure your order is replaced or refunded according to your preference. Claims are reviewed for approval within 1-2 business days of filing.

Need to file a claim? File here.

Is Route Green Package Protection Refundable?

Once Route’s services have been used and your package(s) have been successfully delivered, the insurance is no longer eligible for a refund.

How Does Route Process Refunds or Reorders?

Refunds: When you request a refund, Route covers the subtotal, shipping, and taxes. However, the Route Premium cost will not be refunded.

Reorders: Route will reorder the items based on their availability. If any items are unavailable, they will be refunded. Route will cover the cost of reorders, including shipping, taxes, and Route Shipping Protection.

When Should I File a Claim?

Marked As Delivered (Stolen)

Claims will be reviewed between 5 and 15 calendar days from the date the package was marked as delivered. Please note that some order issues may require a police report to be filed.

Stuck In Transit (Lost)

Claims will be reviewed between 2 and 30 calendar days from the last update. The maximum time to file a claim is 365 days from the order date.


Claims for damaged items must include photos of the packaging and item(s) and be filed within 15 calendar days from the delivery date.

You can find all of Route’s policies here.

What if My Order Never Arrives or Is Stolen?

Absolutely! Route has you covered in these situations. To safeguard your order against loss or theft, simply add Green Package Protection at checkout.

f your order has not arrived, please file a claim with Route here.

What if My Order Arrives Damaged?

Route also covers damage! To protect your order against any damage that occurs during shipping, simply add Route Protect at checkout.

If your order arrives damaged, please take photos of the item and the packaging it came in to include with your claim.

You can file a claim with Route here.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us, and we’ll be happy to help resolve the issue.

How Do I File a Claim for My Lost, Damaged, or Stolen Order?

If you insured your order with Route at checkout, you’ll receive a confirmation email from Route with a link to file a shipping issue.

You can also file a shipping issue using Route’s app or via the web here. To file a claim, you’ll need your store order number or Route ID number and the email address associated with the order.

What are Route's Terms and Conditions?

Route’s terms and conditions are listed here.

Is Route a Licensed Insurance Company?

Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.