Route Protect is premium package protection for your online orders.

Route Protect is premium package protection for your online orders. When you add Route Protect at checkout, you can easily file issues for lost, stolen, or damaged packages in the unfortunate case that they arise.&#xA0;Purchased Route Protect and need to file a shipping issue? <a href="https://claims.route.com/" rel="noopener noreferrer" target="_blank">File here</a>

What is Route?

When refunding an item, Route covers the subtotal of the order.

<ul><li>Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.&#xA0;</li><li>Reorders: Route will reorder the items, but please note that items can only be replaced depending on in-stock availability. All reorders have Route Shipping Protection added, for free!</li></ul>

Route Refunds vs Reorders

Issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered

<a href="https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies" rel="noopener noreferrer" target="_blank">All policies are listed here</a>&#xA0;Marked As Delivered (Stolen): Issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered. Orders over $100 USD require a police report&#xA0;Stuck In Transit (Lost): Issues can be approved no earlier than 7 days and no later than 30 days from the last update (US), 60 days from order date. Issues can be approved no earlier than 20 days and no later than 30 days from the last update (International), 60 days from order date.Damaged: File issues for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered.

What are Route’s Policies?

To protect your order against loss or theft, add Route package protection at checkout.

To protect your order against loss or theft, add Route package protection at checkout.&#xA0;When you add Route Protect, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.

What if my order never arrives or is stolen?

To protect your order against damage that occurred during shipping, add Route Protect (package protection) at checkout.

<span id="isPasted" style="color: rgb(0, 0, 0); font-family: Arial; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">To protect your order against damage that occurred during shipping, add Route Protect (package protection) at checkout.&#xA0;<span style="color: rgb(0, 0, 0); font-family: Arial; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">When you add Route Protect at checkout, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.&#xA0;<span style="color: rgb(0, 0, 0); font-family: Arial; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at hello@stellarbiotics.com and we will be happy to work with you to remedy the situation.

What if my order is damaged?

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.

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.&#xA0;You can also file a shipping issue on Route&#x2019;s app or via the web <a href="https://claims.route.com/" rel="noopener noreferrer" target="_blank">here</a>.&#xA0;Haven&#x2019;t downloaded the app yet? <a href="https://apps.apple.com/us/app/route-visual-package-tracking/id1449803898" rel="noopener noreferrer" target="_blank">Download here</a>

How do I file a shipping issue for my lost, stolen or damaged order?

Yes! When you insure your orders with Route Protect, stolen items are eligible for reorders or refunds.

Does Route Protect cover stolen items?

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/.

Route&#x2019;s terms and conditions are listed <a href="https://route.com/terms-and-conditions/" rel="noopener noreferrer" target="_blank">here</a>.

What are Route’s terms and conditions?

Yes. Route is a licensed insurance company with SEG Insurance Ltd. as its partner.

Is Route a licensed insurance company?

Have questions? Let us know and we'll be sure to find an answer for you.

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