Customer FAQs

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 Plus at checkout and unlock full package protection and seamless 1-click claims filing.
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.
How do I file a claim to get a replacement or a refund?
Click here! We respond to all claims within 24 hours.
How can I track my deliveries in Route?
You can view your deliveries in Route 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.
Why do I need Route Plus? 
Route Plus offers you "peace of mind" insurance for all of your orders at an affordable price ($0.98 USD for carts below $100, and 1% for carts greater than $100). With Route you don't have to worry about what to do if your order is lost, stolen, or broken - simply file a claim, and we will refund or reorder your item(s).