Route Insurance

Route Insurance

On this page you'll find answers to some frequently asked questions specifically for Routes Insurance Coverage. If your question isn't answered here, please give us a call at 972-757-9048 or email [email protected]. Thanks!

Q.What is Route and Green Package Protection?

A. Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. 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. Green Package Protection can be added during checkout. Every time you add Green Package Protection to your order, Route donates to support an agroforestry initiative that removes CO2 from the air and promotes a flourishing ecosystem. 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. Purchased Route's Green Package Protection and looking to file a shipping issue online? Visit This Link

Q. Where is my Order?

A. 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.

Q.How Does Route Work?

A. If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced. With these being one of a kind live item, this insurance can only be used to replace an item similar to the item you purchased. Claims will be reviewed for approval within 1-2 business days from filing.

Q. How Does Route Process Replacements?

A. Replacements: When replacing an item, Route covers the subtotal, shipping, and taxes. The Route Premium cost will not be refunded.

Q.When Should I File a Claim?

A. 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, some order issues may require a police report to be filed

Stuck In Transit (Lost)

  • 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.


  • 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.

Q.What if My Order Never Arrives or is Stolen?

A. Route definitely helps cover these instances! To protect your order against loss or theft, add Route Package Protection at checkout.

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

Q.What if My Order Arrives Damaged?

A. 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 before transportation, please reach out to us and we will be happy to work with you to remedy the situation.

Q.How Do I File a Claim for my Lost, Damaged, or Stolen Order?

A.If you insured your order with Route 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 store order number OR Route ID number and the email address that was attached to the order.

Q.What are Route's Terms and Conditions?

A. Route’s terms and conditions are listed here

Q.Is Route a Licensed Insurance Company?

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