Route Package Protection

Route Premium Package Protection Another Level of Peace of Mind To Customers

When placing an order with Trusted Home Goods, you have the option to opt in to receive premium package protection and tracking services from Route. For a small fee your package will be fully insured regardless of the price of your purchase.

By adding Route's Package Protection you are ensuring that your order is protected against loss, damage, or theft. Should anything happen to your order, you will be able to quickly file a claim for an instant refund, reimbursement, or replacement.

What is Route?

Route automatically connects to everything you’ve ordered from all your favorite retailers while allowing you to visually track your packages, anytime, anywhere. Add Route Package Protection at checkout with partnered merchants and unlock full package protection and seamless resolution for order issues.

How Do I Report a Order Issue?

Click here!

Note: We refund the cost of the item(s) alone when approved. Shipping costs, taxes, and the Route premium are not included. Route also does not pay custom/duty fees.

Why Do I Need Package Protection?

Route offers you "peace of mind" package protection for all of your orders at an affordable price. The cost to you - to fully protect your package in the event that it is lost, damaged, or stolen - is fully covered by Trusted Home Goods.

How Can I Track My Deliveries?

You can view your deliveries in the Route mobile app to get a real-time view of where all of your packages are. On the MAP screen, you can swipe through cards or zoom into the map to see where packages are in-transit. Tap on a card to open up the Order Details page. You can also see a list view of all your packages on the Orders screen. From there, you can tap on orders to see the order details which will provide info around where your order is in transit.

Download the Route app for iOS on the Apple App Store.
Download the Route app for Android on the Google Play Store.

How To File an Order Issue

1. Go to the Route Resolve Center (via the Route app or web link from your order confirmation email)

2. Enter your email and order number, click next

3. Select the items you would like to file for, as well as the order issue type:

- Where’s my package?
  - If you select this option, you will be given a tracking update, and will have the option to “report an issue” if needed
- Damaged
- Issue unrelated to lost or stolen

4. When selecting “report an issue” you are given four options:

- Lost
- Stolen
- Damaged
- Issue unrelated to lost, stolen, or damaged

5. After selecting the type that best represents your situation, you will be asked to fill out more details

6. Depending on what your merchant offers, in some cases you will be asked for your resolution preference.

7. At the end of the process you will be given an order issue summary with more information on what to expect next. You can log back into this page at any time and check for more updates!

When to File an Order Issue

All issues are eligible to file within 365 days from the order date, or 365 from the first tracking checkpoint if there is a tracking number available.

Lost item

An item is considered lost if it never is reported as delivered.

This can also include if your order has been stuck in any shipping state OTHER than "delivered" You may report an order issue if enough time has been allowed for delivery to take place and it's well past the expected delivery date, or if your order is stuck in a shipping state other than "delivered"

Order issues are considered "lost" after 7 days without a tracking status update (20 for international) and must be filed no later than 30 days from the last update.

On orders with an Estimated Delivery Date (EDD), please file within 2-30 days of the EDD.

Damaged order

If your item arrives damaged, unusable, or in an otherwise unacceptable condition, we invite you to report an order issue right away.

Please remember to include pictures of the item(s) and packaging. Damaged packages must be filed within 15 days from the date it was marked as delivered.

Stolen package

Order issues for packages marked "delivered" yet not received, and where there is no evidence of “porch piracy,” must be made 5 days after “delivery date,” but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises.

Please see our Route Package Protection Policies help center article for further details.

Claim Resolution Expectations

When a claim is reported and resolved, your product will either be reordered or refunded depending on in-stock availability and the percentage of discounts received.

In some cases, order issues may not be approved per the Route Package Protection policies.

In this article, you can read more about what to expect in each scenario and where to reach out for further questions:

REORDER

Shortly after Route has processed your reorder, you will receive a confirmation email from the retailer that includes the new order number and receipt of purchase. Once the retailer fulfills the order, you will receive another email with tracking information: tracking number, and a link to track via the carrier service (i.e. UPS, USPS, etc.).
Every reorder placed through Route will also be covered by Route Package Protection in the case of lost, stolen, or damaged items. So rest assured that you can always reach out to us should you experience another protected situation!
Lastly, we highly recommend downloading our app and utilizing Route’s Visual Tracking in order to keep an eye on reorder package status updates and future orders in one, user-friendly place.

REFUND

Shipping and tax costs will be refunded for select partnered merchants. For those select merchants, refunds to original payment methods will be available, but in the case we are not able to offer a refund to your original form of payment, we will offer a PayPal refund as an alternative option.

For the remaining partnered merchants, refunds are calculated on the exact price you paid for the item(s) - excluding the cost of shipping, taxes.

In both cases, the Route Protection cost will not be refunded.

PayPal

If you do not currently have a PayPal account, don’t worry! PayPal is easy, fast, and free to set up, all you need to do is follow this link to get started: https://www.paypal.com/us/webapps/mpp/account-selection.
Once your PayPal refund has been processed, you should expect to see funds reflect in your PayPal balance within the next business day (if not much sooner). Sometimes it’s tricky to navigate how to transfer those funds to your bank account, so you can also reference this PayPal article if you need help!

Original Form of Payment

If your payment is processed to your original form of payment, you can expect to see those back to your account within 5-7 business days.
- Currently, Route is developing some incredible additions to our services that would include the ability to put money right back into your pocket for all merchants. However, until we release those features, PayPal is our safest, most efficient option for returning your money to you in those circumstances.

If you have any questions regarding a reorder or refund completed through Route Package Protection, you can reach out here and we'll be happy to assist however we can!