Route Package Protection
What is Route, and why is it being used for my order?
Route is a leading provider of package protection and tracking solutions. We use Route to ensure that your wheels or wheels and tires are protected against damage, theft, loss, and mishandling during their transit to your home. Route also offers carbon-neutral shipping, contributing to more sustainable shipping.
Why do I need shipping insurance for my wheel/wheel and tire order?
Shipping insurance helps ensure the safe arrival your packages. While our packaging is designed to protect them under normal conditions, we cannot always guarantee they’ll arrive without added coverage. To help avoid potential issues, we recommend shipping insurance for any orders. This provides full protection against possible damage, loss, theft, or mishandling while your packages are in transit.
How much does the shipping insurance cost?
The cost of the shipping insurance is 3% of the order cost. This small fee ensures that your packages are protected and that you have access to a hassle-free replacement process through Route.
Checkout Process
How will I know if I need to add shipping insurance?
During checkout, a checkbox for Route insurance will appear at the breakout of your order. You can opt out, but doing so means your order will not be eligible for warranty coverage for shipping-related issues such as damage, loss, theft, or mishandling. The insurance is optional but strongly recommended to protect your order during transit.
Can I opt out of the insurance?
Yes, you can opt out of the insurance at checkout. However, opting out means that your order will not be eligible for warranty coverage in case of damage, theft or loss.
Can I add Route insurance after placing my order?
Unfortunately, no. Route insurance must be added at the time of checkout.
Coverage Details
What does the shipping insurance cover?
The Route shipping insurance provides coverage for:
• Damage
• Loss or theft of the package
• Mishandling during transit
Does the insurance cover all items in my purchase?
Yes, Route coverage applies to all items included in your order.
Will Route insurance cover any damage to my items after delivery?
Route insurance covers your packages during transit until they reach your doorstep. It does not cover damage that occurs after delivery, such as improper installation or care. We recommend you inspect your wheels before installation.
Are there any limitations to the claims I can make with Route?
While Route provides comprehensive coverage, there are limits to the number of claims that can be made for frequent or repetitive issues. It’s best to ensure that your shipping details are accurate and that you’re available to receive your package to minimize the risk of problems.
Handling Claims
How do I file a claim if my items arrive damaged or are lost?
If you have Route insurance, you can file a claim directly through the Route app. Route will handle the replacement process, including placing a new order for you. This ensures a quick and convenient resolution without the need for you to contact us directly for replacements. You will have received an email from Route after your order is placed with instructions on how to file a claim if needed.
How quickly will I receive my replacement order if I file a claim?
Typically, replacement orders are processed and shipped as quickly as possible. The exact timeline may vary depending on your location and stock availability, but Route aims to provide timely replacements to minimize any inconvenience.
What happens if my replacement order is also damaged or lost?
If your replacement order faces issues such as damage or loss, it is covered under the same Route insurance. You can file another claim through Route, and they will guide you towards a resolution.
Additional Information
Can I get a refund instead of a replacement if my items are damaged?
Route will submit a reshipment of your damaged items or provide a Store Credit Gift Card for the value of the items (and the value of any shipping fees, taxes, and Route coverage where applicable).
How does Route provide carbon-neutral shipping?
Route offsets the carbon footprint of your shipment by supporting various environmental initiatives aimed at reducing carbon emissions. This means that for every order shipped, Route invests in projects that balance out the carbon impact.