Frequently Asked Questions

What is Route Package Protection?

Route Package Protection is optional shipping protection available during checkout. It helps protect eligible orders against loss, theft, or damage while in transit.

If a protected order experiences an eligible shipping issue, you can submit a claim directly through Route and request a replacement or refund. Claims are reviewed according to Route’s policies and filing deadlines.

Route Package Protection does not cover carrier delays, incorrect addresses, refused deliveries, product defects, or dissatisfaction with the product. An active tracking number is generally required to submit a claim.

File a Route claim

How do I file a Route claim?

Visit claims.route.com and follow Route’s instructions. Have your order details and active tracking number available.

What is the return process?

Contact us first with your order number and the reason for the return so we can provide the correct instructions. Do not send anything back without contacting us first. Eligibility and deadlines will follow the return terms shown for the order and applicable law.

How long do I have to request a return?

Return terms are being finalized before products become available for purchase. Contact us before ordering if you need clarification.

Do you offer exchanges?

Exchange availability depends on the exact product and size inventory. Contact us with your order number so we can review the available options.

When will I receive my refund?

Approved refunds are issued to the original payment method. Your bank or card provider may need additional processing time after a refund is issued.

How can I check sizing and product details?

Review the size, condition, SKU or style code, included accessories, packaging details, and product notes on the product page before ordering. Contact us before purchase if any detail is unclear.