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ROUTE Package Insurance InfoUpdated 4 months ago

From the moment your claim is filed, Route takes on average 24hrs to resolve your package issues! 

 ROUTE WILL COVER  ROUTE WILL NOT COVER
 Marked 'delivered' but missing package  Customer Entered Wrong Address
 Tracking not updating  Stuck in Customs
 Past Estimated Delivery Date  Return to Sender
 Part of order delivered (tampered package)  
 Delivered to wrong address


*** To file a claim with Route, click here ***


ROUTE WILL COVER


Delivered but Missing Package

  • Order issues for packages marked "delivered" yet not received are considered stolen, and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises.


Tracking Not Updating

  • Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the last tracking update for United States domestic shipments (20 days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the 7 day domestic shipment timeline applies) and within 30 days from the last checkpoint.
  • Upon request, Route may require additional documentation such as proof of identity, a notarized statement, address, etc.


Past Estimated Delivery Date

After 48 hours has passed from an estimated delivery date given from the carrier, and no delivery or update has been made, Route will consider the order to be "lost" and assist with next steps.


Delivered to wrong address

  • If the customer input the correct address at checkout and the package was delivered to the wrong address, Route considers this as stolen and we will replace the order on behalf of the customer.

 



ROUTE WILL NOT COVER


Customer Entered Wrong Address

  • Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender/retailer. The customer’s package is not actually lost, thus Route does not cover this. In instances where the item is being returned to the sender and is reusable, customers will be referred to the retailer.

  • The exception is retailers that ship perishable items (e.g. food, a mattress that cannot be reused).


Only Part of Order Delivered

  • If the customer ordered several items in one package but only part of the order arrived and there is no evidence of tampering, Route does not cover the order issue. The customer will be referred to the retailer. 

  • If a single order is being shipped in multiple packages and one package does not arrive, Route will cover the order issue and reorder or refund the value of the undelivered package.


Order Stuck in Customs

  • Route cannot cover when a customer’s order is stuck in international borders/customs. The customer’s next step is to pay the customs fees in order to receive the package.

  • If Route replaces something the customer has already paid customs on, under Route’s discretion, Route can approve and pay customs the second time.
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