Customer FAQs

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What is Route?
Route automatically connects to everything you’ve ordered from all your favorite retailers while allowing you to visually track your packages, anytime, anywhere. Add Route Package Protection at checkout and unlock full package protection and seamless resolution for order issues.

Download the Route app for iOS on the Apple App Store.
Download the Route app for Android on the Google Play Store.
What info do you gather and how do you use my data?
Route uses delivery and order information to provide as much detail as possible about your order. To do this, Route parses your emails to collect order information such as tracking numbers, carrier names, and product info. We employ multiple layers of security to protect and secure customer data.  

Note: Route's
 use of information received from Google APIs will adhere to Google API Services User Data Policy, including the Limited Use requirements.” 
How do I report an order issue to get a replacement or a refund?
Click here

Note: We refund the cost of the item(s) alone. Shipping costs, taxes, and the Route premium are not included. We also do not pay custom/duty fees.
How can I track my deliveries on the Route mobile app?
You can view your deliveries in the Route mobile app to get a real-time view of where all of your packages are. On the MAP screen, you can swipe through cards or zoom into the map to see where packages are in-transit. Tap on a card to open up the Order Details page.  You can also see a list view of all your packages on the Orders screen. From there, you can tap on orders to see the order details which will provide info around where your order is in transit.

Download the Route app for iOS on the Apple App Store.
Download the Route app for Android on the Google Play Store.
Why do I need Route Package Protection? 
Route offers you "peace of mind" package protection for all of your orders at an affordable price. The cost to you is only around 1.5% of the cart value to fully protect your package in the event that it is lost, damaged, or stolen.