Route (Green) Package Protection
Here at AntlerRings.com, we've got your back. To give our customers the best possible delivery experience, we're excited to have partnered with Route (Green), the leader of package protection and tracking solutions.
At only 98¢ for orders under $100, or 1.5% of the total for orders over $100, the cost is minimal for that peace-of-mind.
When you purchase Route (Green) at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. You can deselect Route at checkout if you do not wish to add package protection. Route will either reorder your product for you or will refund the actual cost you paid for your item(s), excluding taxes and shipping.
Before you contact us, please see below in the Q&A to see if your question is answered here.
Q: What is Route?
Route (Green) Protect is a package protection solution that helps cover you in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what.
You can utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team.
Purchased Route (Green) Protect and looking to file a shipping issue online? File here
Q: Is Route automatically added to my order?
Yes. Route (Green) Protection is automatically added to your cart at checkout and you are able to opt out if you are not interested in protecting your order. Just click the "Remove" during checkout and it will be removed from your cart. If you didn't wish to purchase and it was added to your cart, contact our customer service team at firstname.lastname@example.org and they will process a refund for you.
If your order already shipped with the protection plan, we apologize as we are unable to refund or remove the insurance.
Please note: If Route (Green) is removed at checkout and/or not applied to your order, AntlerRings.com is not liable for any lost, damaged, or stolen packages.
Q: How do I download the Route App?
Click HERE to download the Route App for FREE!
The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers, dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.
Q: Where Is My Order?
Download Route’s mobile app for iOS from the App Store to visually track your package and receive real-time notifications on its estimated delivery.
Q: What If My Order Arrives Damaged?
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 at email@example.com and we will be happy to work with you to remedy the situation.
Q: How Does Route (Green) Process Refunds or Reorders?
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.
Q: What If My Order Never Arrives or Is Stolen?
To protect your order against loss or theft, purchase Route+ package protection at checkout. When you choose Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 1-2 days.
Q: When Should I File a Claim?
If: Marked As Delivered (Stolen)
- Claims will be reviewed no earlier than 5 calendar days and no later than 15 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
If: 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
- 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.
Q: How Do I File a Claim for my Lost, Damaged, or Stolen Order?
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
Q: What are Route’s Terms and Conditions?
Route’s terms and conditions are listed HERE: https://route.com/terms-and-conditions/
Q: Is Route (Green) a Licensed Insurance Company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.