Route FAQ

Q: Who is Route?

A: Route has an app that automatically connects to everything you’ve ordered from all your favourite retailers and allows you to track your packages visually; anytime, anywhere. They also offer Route Package Protection, which we have chosen to implement for your peace of mind!

 

Q: What is Route Package Protection?

A: Route Package Protection is simply shipping insurance. It ensures that if your package were to get lost in transit, stolen, or damaged, that you are covered. For a small percentage of what the items in your order are worth, Route will readily generate a replacement order (or issue a refund in the event that you no longer want the items), if you file a claim within the appropriate time frame.

Q: Why would I want to use package insurance?

A: An unimaginable number of packages are shipped with each courier on any given day. This means that sometimes bad things happen to good packages. To avoid incurring unnecessary expenses in the event that something happens to your package, you can be sure that the items in your order will be replaced or refunded in a timely fashion.

Q: I don’t want to pay for package insurance.

A: No problem! Simply uncheck the box when it appears in the checkout process and it will be removed from your order total. If you forget to do so, email sales-support1@camel-adv.com as soon as possible to have it refunded before your order ships. Once your order has shipped, this service cannot be refunded.

Please note that if you opt out of using Route on an order valued at $300 USD or higher, we require a signature confirmation upon delivery as insurance.

Q: My package appears to be lost in transit, what do I do?

A: ROUTE TO THE RESCUE!

For Canadian & US Shipments:

Scenario 1: If your tracking shows no estimated delivery date and it has been 7 or more days since the last tracking update, you have 30 days from the last shipping update to initiate a claim here: https://claims.route.com/ (Claims must be filed between 7 and 30 days of the last tracking update.)

Scenario 2: If your tracking shows an estimated delivery date, but the package does not arrive or trigger another tracking update within 2 days after this date, you may initiate a claim at https://claims.route.com/. (Claims must be filed within 2 and 30 days from the estimated delivery date.)

For International Shipments:

Scenario 1: If your tracking shows no estimated delivery date and it has been 20 or more days since the last tracking update, you have 30 days from the last shipping update to initiate a claim here: https://claims.route.com/ (Claims must be filed between 20 and 30 days of the last tracking update.)

Scenario 2: If your tracking shows an estimated delivery date but the package does not arrive or trigger another tracking update within 2 days after this date, you may initiate a claim at https://claims.route.com/. (Claims must be filed within 2 and 30 days from the estimated delivery date.)

Q: Tracking says that my order has been delivered but it isn’t here, what do I do?

A: ROUTE TO THE RESCUE!

Typically, this just means that a package has been scanned in as delivered prematurely and is still in transit, OR it has been delivered to a neighbour/coworker. 9.9999 times out of 10, it will appear within a matter of days.

If you find that 5 days or more have passed and the package still has not arrived, the package is considered to be stolen. You may file a claim here: https://claims.route.com/ (Claims must be filed between 5 and 15 days from the delivery update. )

Some claims for stolen packages may require filing a valid police report. Packages delivered to the wrong address by the courier are also considered stolen.

Q: My package arrived damaged. What can I do?

A: ROUTE TO THE RESCUE!

If your parcel was damaged in shipping, and items are in clearly unusable condition (bent/ cracked/broken), the first thing you need to do is snap some photos. Capture the condition of the packaging it arrived in, as well as the condition of the product in question. You then have 15 days from the delivery date to file a claim (https://claims.route.com/) for a replacement shipment or a refund. (Claims must be filed within 15 days from the date of delivery.)

Route does NOT cover cosmetic damage if the product is still in usable condition. If there is cosmetic damage to your product(s), please email sales-support1@camel-adv.com for resolution.

Q: I need help filing a claim.

A: The Route support team is super efficient and helpful, but you can also reach out to us for guidance along the way at sales-support1@camel-adv.com