Route Shipping Insurance FAQS
What is Route?
Luxury Loft Co. is proud to have partnered with Route—a leading package protection insurance provider and tracking solution—to give our customers the best possible delivery experience.
Why Add Route Package Protection?
-100% Coverage & Peace Of Mind -
No matter what might go wrong, know that your order is insured with 100% coverage and protection against and from loss, damage, theft, and any other delivery issues.
- Low - Cost From Less Than A £1.00 -
By partnering with Route, Luxury Loft Co. and Route are able to offer this service at the super affordable price of only £0.71 for cart totals below £75.00. Spending more than £75.00? The cost of adding Route insurance to your order will only be up to 1% of the total cart value.
- Speedy 24 Hour Resolution -
Once a claim is submitted, Route will make sure you get the resolution you prefer within 24 hours whether it is a replacement or reimbursement. Normally, lost, damaged or stolen package claims can take up to 30 - 45 business days to resolve.
- Fast & Easy One-Click Claims -
Route's one-click claim process takes under 5-10 minutes to complete. 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 easily file a shipping issue on Route’s app or online.
- Real-Life Tracking Updates Every Step Of The Way -
Route's Visual Tracking™ and automatic, proactive shipping updates keeps you informed from the minute you checkout to the very second your package arrives. Track your order online or download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
- Say Good-Bye to Porch Pirates -
When you insure your orders with Route Protect, stolen items are eligible for reorders or refunded within 24 hours of your claim being filed at no additional cost to you. Route also allows you to share your package details with a neighbour or family member to accept delivery or collect the item to reduce the chance of your item being stolen.
What is Route Protect?
Adding Route Package Protection to your order at checkout means that your order is 100% covered and protected against being lost, damaged, or stolen. In the unfortunate instance that you experience one of these inconveniences, you can report an issue with Route and they will work with you to make sure you get the resolution you prefer within 24 hours of your claim being made.
Purchased Route Protect and need to file a shipping issue? File here
What is the Route App & How Does Route's Visual Tracking Work?
Route's platform allows you to visually track all of your online orders in one place. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. There is no longer a need to dig through your email for tracking numbers, as Route makes it easier than ever to follow along with your package’s journey.
Haven’t downloaded the app yet? Download here
Where is my order?
Route Refunds vs 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, but please note that items can only be replaced depending on in-stock availability. All reorders have Route Shipping Protection added, for free!
What are Route’s Policies?
What if my order never arrives or is stolen?
To protect your order against loss or theft, add Route package protection at checkout.
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 is damaged?
To protect your order against damage that occurred during shipping, add Route Protect (package protection) at checkout.
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.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us here, not to Route, so we can work with you to remedy the situation.
How do I file a shipping issue for my lost, stolen or damaged 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.
Haven’t downloaded the app yet? Download here
Does Route Protect cover stolen items?
Yes! When you insure your orders with Route Protect, stolen items are eligible for reorders or refunds.
What are Route’s terms and conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/.
Is Route a licensed insurance company?
Yes. Route is a licensed insurance company with SEG Insurance Ltd. as its partner.