Easy Order Tracking and Shipping Damage Protection with Route
To provide our customers with the greatest possible delivery experience, we've collaborated with Route, a package protection and tracking solution. Route is a shipping protection program that allows you track all of your internet orders in one place. There's no need to sift through your inbox looking for tracking numbers. Route's dynamic maps and real-time shipment updates keep you informed at all times during the delivery process.
Route+ Claims: Timelines for Filing a Claim
Q: When can I file a claim if I purchased Route+ Shipping Protection?
A: If the need arises to file a claim, follow the below timelines.
- Marked As Delivered (Stolen) - Claims will be reviewed no earlier than 5 calendar days and no later than 30 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
Route: The Basics
Q: What is Route?
A: Route is a package protection and tracking solution presented in the form of a mobile app.
Route+
Q: What is Route+?
A: Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.
Purchased Route+ and need to file a claim? File Here
The Free Route App
Q: What is the Route App?
A: The Route App allows you to visually track all of your online orders in one place. ALL of your orders, not just your BB Wheels orders.
You can take advantage of the Route App even if you did not opt for Route+ package protection and even if the online retailer has not partnered with Route. There is no need to dig through your email for tracking numbers... Route's dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.
Haven't downloaded the app yet? Download for iOS –or– Download for Android
Route FAQ: Shipping, Tracking, and Claims
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.
Need to file a claim? File here
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.
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.
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 via our contact us page and we will be happy to work with you to remedy the situation.
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 store order number OR Route ID number and the email address that was attached to the order.
Haven’t downloaded the app yet? Download here
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.