Route Shipping
What is Route?
Route Protect is a package protection solution that helps cover you in the event that your order gets lost, stolen or damaged while in transit. 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 Protect can be added during checkout.
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
Purchased Route Protect and looking to file a shipping issue online? File here
Where is My Order?
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. It is not necessary to download the mobile apps and tracking updates will still be emailed to you. You can still do tracking through providers website.
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. Route may ask for photo proof or additional follow-up for some claims.
Need to file a claim? File here
Where Can I Find My Route Order Number to File a Claim?
You will only receive a Route order number if you purchased Route Protection.
The order number can be found in the Route protection confirmation email received from Route. It can also be found in your Route account, in the instance that you install their app.
Where Can I Find My Route Email with My Route Order Number?
Confirmation emails from Route are sent from the email address: noreply@mail.route.com. Route emails will be sent to the email provided by you at checkout. If you can’t find these emails in your inbox, double check your spam, and mark Route emails ‘not spam’ to ensure you receive updates.
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, orders over $100 USD will require a police report to be filed by the customer before any resolution can occur.
Stuck In Transit (Lost)
- For domestic orders, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 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 60 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
How Do I File a Claim for my Lost, Damaged or Stolen Order?
If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your Route ID number and the email address that was attached to the order.
Haven’t downloaded the app yet? Download 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, taxes and Route Shipping Protection.
If you are ever unhappy with an order for any reason, contact our Customer Care team: customersupport@demdaco.com
What if My Order Never Arrives or is Stolen?
Route Protect definitely helps cover these instances! To protect your order against loss or theft, add Route Protect at checkout.
If your order has not arrived, please file a claim with Route here.
What if My Order Arrives Damaged?
Route covers damage as well! 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.
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 at customersupport@demdaco.comand we will be happy to work with you to remedy the situation.
What are Route’s Terms and Conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Is Route a Licensed Insurance Company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.
I Purchased Route and Didn't Mean To
We will refund Route if the order has not shipped yet. Contact Customer Care for assistance: customersupport@demdaco.com.
I Meant to Purchase Route and Forgot. Can I Add it to My Order?
Unfortunately, not at this time.
I Placed My Order with Customer Care by Phone – Do I Have Route Protection?
At the time of placing your order with Customer Care by Phone, you have the option to opt-in to Route Protection using a valid email address. A confirmation email would have been sent to the provided email address containing your Route order number in such an instance.
If you do not opt-in to Route protection, it will not be added to your order.
If you’re not happy with your purchase, we accept returns for a full refund or exchange. Please contact our Customer Care team with any questions: 888-336-3226 or via email at customersupport@demdaco.com.