Route Shipping Insurance
Route Package Protection is a peace of mind, low-cost insurance to fully protect your products in cases of lost, stolen, or damaged parcels. The cost of Route is calculated based on the subtotal of the order.
Have Route and need to make a claim? Keep these timelines in mind.
>> For domestic parcels (within Canada):
- Lost - Submit a claim within 7-30 days from the last tracking update.
- Stolen/Not Delivered - For anything that was marked as delivered but did not arrive, submit your claim within 5-30 days from when it was marked as delivered.
- Damaged - Submit a claim within 1-30 days from the delivery date.
>> For international parcels (outside Canada):
- Lost - Submit a claim within 20-30 days from the last tracking update.
- Stolen/Not Delivered - For anything that was marked as delivered but did not arrive, submit your claim within 5-30 days from when it was marked as delivered.
- Damaged - Submit a claim within 1-30 days from the delivery date.
For more information on Routeâs package protection policies, please click here.
Frequently Asked Questions
Can I add Route to an order after I have placed my order?
No, unfortunately Route cannot be added after an order has been placed.
However, within 2 business days of purchase, you are able to request a refund from Clionadh Cosmetics in order to repurchase your items with Route. Please contact our Customer Care Team for assistance.
Can I cancel Route after I have placed my order?
Yes, we can refund additional shipping insurance as long as the order has not been processed. Within 2 business days of placing the order, please contact our Customer Care Team.
Can I insure only a portion of my order?
There is no partial insurance through Route, it is full coverage on the product subtotal of the order.
When does Route protection become active for my order?
Route Package Protection starts as soon as your order is dispatched. Route is not yet active on orders marked as unfulfilled.
Can Route help with an incorrect/invalid address?
No, please be sure to verify your delivery address before placing an order.
Items are returned to sender when a customer provides an invalid or undeliverable address, or refuses a delivery. If a parcel is returned to our workshop due to an incorrect/invalid address, please contact our Customer Care Team.
Is Route responsible for any missing or incorrect items in my order?
No. We, the seller, are responsible for any missing or incorrect items received. Please contact our Customer Care Team within 5 business days of receiving the package in such instances.
What information does Route use?
Route uses delivery and order
information to provide as much detail as possible about your order. This includes: email, tracking number, carrier name, and order contents.
Route has multiple security layers to keep your information safe.
Are there any shipping destinations that aren't covered by Route?
Route is not available in any countries that have been sanctioned by the United States. These include: Hong Kong, Russia and Ukraine.
What happens if my parcel is lost or damaged?
Please contact our Customer Care Team as soon as possible. You may also contact Route directly. Please note Route's policy timeframes. See top of page.
For more information on lost, stolen, or damage claims, please see additional frequently asked questions below or see Route's Package Protection Policies.
How long does it take for Route to respond to a claim?
Eligible claims that fall within Route's policies are typically resolved within 48 business hours. However, please allow a bit more time during busy periods, such as holidays.
If my package is damaged or lost, will I receive a complete refund?
The contents of your order may be eligible for replacement or refund. Shipping, taxes and duties are non-refundable through Route.
What happens if my parcel is marked "return to sender"?
If the package was returned to sender due to a carrier error, such as attempted delivery to the wrong address when the shipping address is correct, please contact our Customer Care Team as soon as possible. You may also contact Route directly.
If the provided shipping address is invalid/incorrect or the recipient refused the package, Route does not cover this. In this case, please contact our Customer Care Team.
What do I do if my package is lost in transit?
If your order is presumed to be lost, you have a certain number of days after the last tracking update to contact Route.
For domestic orders (within Canada), you can open a claim between 7 and 30 days from the last tracking update.
For international orders (outside of Canada), you have between 20 and 30 days from the last tracking update.
To open a claim, please contact our Customer Care Team as soon as possible. You may also contact Route directly.
What if my package has been marked as delivered, but isnât here?
If your order is presumed to be stolen, you have between 5 and 30 days after the package has been marked delivered to file a claim and contact Route.
Please note that if a claim is filed the same day as the expected delivery, Route may request you wait 5 business days as carriers sometimes prematurely mark packages as delivered.
If the subtotal of your order is more than $120 CAD or $100 USD, you will need to file a police report.
To open a claim, please contact our Customer Care Team as soon as possible. You may also contact Route directly.
How do I file a police report?
If the subtotal of your is more than $120 CAD or $100 USD, Route will require a police report to complete your claim. This means you will need to file a police report explaining that Route is a package protection company that has protected your package which has been stolen. A Route agent will be able to assist with this process once the initial claim has been opened through them.
Once the police report is complete, contact Route with the police report PDF & number in the order issue.
If my package was delivered to the wrong address but my information is correct, can Route help?
If you entered your address information correctly and your package was delivered to the wrong address by mistake, Route will consider this as stolen and will replace or refund your order.
To open a claim, please contact our Customer Care Team as soon as possible. You may also contact Route directly. Please note Route's policy timeframes. See top of page.
What do I do if my order is damaged?
If your order arrives damaged, you have up to 30 days after the package has been marked delivered to contact Route with photos of the damage.
To open a claim, please contact our Customer Care Team as soon as possible. You may also contact Route directly.
What kind of damage is covered by Route?
Damage caused by transit, such as fractured or shattered items, is covered by Route.
Route does not cover superficial damage, manufacturing damage, packaging errors.
Can Route help if my order is stuck in customs?
Route is unable to assist with any international customs issues, including processing delays.
Does Route cover customs fees?
No, any customs fees are the responsibility of the recipient.
Do I have to pay customs again if my package was replaced due to loss/damage?
Customs are a potential on every parcel that is sent internationally. Please note that customs are the responsibly of the recipient, Route does not cover these fees.
If you are in a situation where you have paid customs again in order to receive a replacement for a lost order, please contact the carrier handling your package.
What happens if a replacement item is out of stock?
Route does not have access or control
over our inventory. You can either swap the replacement for an item of
equal value that is in stock or choose a refund for the item. If looking to swap an item please ask the Route agent one the claim has been initiated.
Can I get a replacement for a limited edition item?
Please note that if your order contains limited edition items that are sold out, replacements are not available. In the case of missing or damaged parcels, refunds can be requested.