Customer FAQs

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How long does it take to process a claim?

In most cases, claims can be resolved the same day they are submitted. For example, if your item is delivered broken and unusable, if you file a claim that includes your Route Order ID and photos of the broken item, we can process the claim right away.

Are you a shipping company?
We are not a shipping company. Route is insurance that covers lost, broken, or stolen items; we do not handle the physical shipment of your order.
How do I get my money or order back?
We fulfill all refunds via PayPal or we can reorder your items. In some cases, reordering isn't an option, but we do our best to make sure you are satisfied!
Do I need a Shopify account to download the app?
If you are a merchant, then yes. If you're a customer, our mobile app will release Summer 2019!
Why do I need Route shipping insurance? 
Route offers you "peace of mind" insurance for all of your orders at an affordable price ($0.98 USD for carts below $100, and 1% for carts greater than $100). With Route you don't have to worry about what to do if your order is lost, stolen, or broken - simply file a claim, and we will refund or reorder your item(s).