In an effort to provide more safety, assurance, and insurance for the Granola Child gang, we’re happy to announce that Granola Child is now integrated with Route Package Protection.
What is Route?
Route is a shipping insurance company that covers packages that are lost, stolen, or damaged in transit. Route ensures that customers get what they paid for, and allows for easy reordering with one simple click. Refer to the policies here to understand which lost, stolen, and damaged items Route will cover. The Route link will have the most up-to-date information and should be adhered to first.
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Route automatically connects to your orders 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.
This insurance is automatically added to your order in the cart at checkout and you are able to opt out if you are not interested in protecting your order. Once purchased, if your order is lost, damaged or stolen, Route will refund you for your order.
Simply ensure Route is added to your cart at checkout to safeguard against any unforeseen hiccups that may arise. *Note if you bypass the full cart screen, then Route will not be added to your order. You must return to the cart to ensure the protection has been added.
Why do I need Route Package Protection?
Route offers you "peace of mind" package protection for all your orders at an affordable price. The cost to you - to fully protect your package if it is lost, damaged, or stolen.
Do I have to pay for Route Package Protection?
No, although this option is automatically activated, you are given the option to accept or decline coverage on the cart page. Simply navigate to the cart page and turn the slider to the off position to decline this coverage.
How much does Route Package Protection cost?
Route Protection Cost
$0 - $100
$100 - $500
2.5% of the order total
$500 - $1000
2.0% of the order total
Greater than $1000
1.75% of the order total
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
When a claim is reported and resolved, your product will either be reordered or refunded depending on in-stock availability and the percentage of discounts received.
In some cases, order issues may not be approved per the Route Package Protection policies.
If you insured your order with Route 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. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
How Does Route Process Refunds or Reorders?
Refunds:When refunding an item, Route covers the subtotal, shipping, and taxes. The Route Premium cost will not be refunded.
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.
Is there a waiting period before I can file a claim if it says my package has been delivered but it hasn’t?
Yes, there is a 7-day waiting period to ensure your carrier didn’t put it somewhere unusual and you find it, your neighbor didn’t get it and hasn’t brought it to you yet, or the carrier scanned it as delivered but they haven’t delivered yet.
What if I forgot to add Route to my order?
Unfortunately, Route cannot be added after an order has been placed. We apologize for the inconvenience!
What if Route was added but I don't want it?
If you added Route and no part of your order has shipped yet, reach out to firstname.lastname@example.org and we can assist in a refund for your Route Shipping Insurance premium.
If your order has shipped, Route is already protecting your package(s) and we are not able to offer a refund on the premium paid for Route Shipping Insurance.
Are there situations NOT covered by the Package Insurance?
Yes, below outlines situations not covered:
Invalid address or delivery barriers
Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender/retailer. The customer’s package is not actually lost; Route does not cover this. In instances where the item is being returned to the sender and is reusable, customers will be referred to the retailer.
Only part of the order delivered
If the customer ordered several items in one package but only part of the order arrived and there is no evidence of tampering, Route does not cover the order issue. The customer will be referred to the retailer.
If a single order is being shipped in multiple packages and one package does not arrive, Route will cover the order issue and reorder or refund the value of the undelivered package.
If the retailer forgets to ship an item from the customer’s order, the customer needs to reach out to the retailer to have the missing items fulfilled.
Packages labeled "return to sender"
Route does not cover packages labeled return to sender because the order has been sent back to the retailer. Items are returned to sender when a customer provides an invalid or undeliverable address or refuses a delivery.
At our discretion, we may cover the order issue if the returned item is perishable or if the retailer is unable to reuse it. *
Route covers the customer’s order if the package gets lost in-transit back to the sender.*
*Please note: Route Package Protection timeframes for filing apply.
Order marked as unfulfilled or unshipped
If the customer’s order is marked as unfulfilled or unshipped, the order hasn’t been fulfilled yet by the retailer (retailer could be low on inventory of the items, internal delays with the fulfillment center, etc.).
Route does not control how quickly the retailer ships the customer’s order. Route Package Protection is not yet in action because the order has not shipped.
Order issue filed too soon
If the customer is filing an order issue the same day that the package was marked as delivered, at our discretion Route may ask you to wait 5 business days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.
How are Stolen Packages Handled?
Delivered but missing package
At our discretion, Route requires a police report when the customer’s package is marked as delivered.
Customer files the police report and includes an explanation that Route is a package protection company that has protected the customer’s package that has been stolen. To process the order issue with Route, Route is requiring a police report.
Send Route the police report PDF & number in the order issue.
Upon request, Route can require additional documentation (e.g. proof of identity, address, etc.). Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony **Order issues for packages marked "delivered" yet not received are considered by Route as stolen and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises.
Filing a police report
On orders over $100, Route requires evidence of the police report
Customer files the police report and includes an explanation that Route is a package protection company that has protected the customer’s package that has been stolen. To process the order issue with Route, Route is requiring a police report. Once filed, the customer sends Route the police report PDF & number in the order issue.
Upon request, Route can require additional documentation (e.g., proof of identity, address, notary, etc.).
Delivered to wrong address
If the customer input the correct address at checkout and the package was delivered to the wrong address, Route considers this as stolen, and we will replace the order on behalf of the customer.
How are Damaged Items Handled?
If the customer received a broken item and needs to dispose of it (i.e. shattered glass), the customer needs to check their city ordinances and dispose of it properly.
The customer does not need to ship it back to the retailer (unless the retailer indicates otherwise).
A damaged item, is a product considered to be a broken item that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.
Route does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. Please contact us within 2 days of delivery at email@example.com so that we can assist..
Route requires further evidence of the customer’s damaged item (i.e., more photos, videos, etc.).
For existing subscriptions where your customers have purchased Route Package Protection,b if any of your customer's items in the suscription were lost, stolen, or damaged in transit and can be purchased individually, Route will reorder them. If the items cannot be purchased, then Route will refund the items.
Route cannot reorder and create an entirely new subscription because Route would be paying for the customer's monthly subscription.
Route cannot reorder customized items for the customer because of the additional liability of ordering the customer’s custom item incorrectly. Route can offer a refund instead.
Out of stock
Route doesn’t have visibility to the retailer’s inventory or when they will have the customer’s item back in stock.
Route can offer the customer a refund for the item that is out of stock. The customer can always use that refund to order the item when it’s back in stock.
General Knowledge and answers
Input wrong address
If the customer entered the wrong address at the time of order, Route does not cover this.
The customer needs to reach out to the retailer to remedy the incorrect address.
If the customer is unsatisfied with their product, Route is not a product replacement plan, and the order issue cannot be approved.
The customer needs to reach out to the retailer. This request may be covered under the retailer’s return policy.
Too late to file
Route can action an order issue that is filed within the bounds of our domestic/international timeline policy. If an order issue is filed outside of this timeline, Route will deny the order issue according to these policies:
Order issues for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises."
Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the scheduled delivery date for United States domestic shipments (20 days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the 7-day domestic shipment timeline applies) and within 30 days from the last checkpoint.
Expedited shipping hasn't arrived
Carriers update their website with expected delays due to inclement weather or other barriers to expected delivery.
If the customer paid for expedited shipping but the package arrives outside of the expected window, Route will not cover it.
Payment installment companies
For payment installments (Sezzle, Afterpay, etc.), it is the customer’s responsibility to pay the payment installment company directly.
Once Route refunds the customer for their order, the customer must pay their installments to the payment installment company directly.
No tracking information
Route reserves the right to deny order issues where no tracking number/information is available. In these instances, Route will reach out to the retailer to see if one can be provided.
Package in Pre-Shipment
Route reserves the right to deny order issues where package tracking is marked as "pre-shipment".
Non-sanctioned shipping address
Route is based in the United States of America. Due to shipping policies in the US, Route will not cover order issues for items shipped to countries that are not sanctioned by the US. List available here
Closed order issues
If a customer does not respond within 5 days, Route will automatically close the order issues. Customers can open the order issues back up by responding to the original thread.
Didn't want Route
If the customer’s package has not shipped, Route can refund the Route premium.
If the item has shipped, Route is already protecting the package and cannot refund the customer.
Checkout requires ID verification
Route doesn’t upload our employee’s proof of ID to replace the customer’s order.
If the customer ordered from a store that requires the extra ID verification step, Route can offer the customer a refund instead to protect each party’s identity
Change details of my order.
Route provides package protection on your packages that are lost, stolen, or damaged. Route is not the merchant–they do not have access to change the details of your order (items, shipping address, etc.). Please contact the merchant directly to request that your order details be changed.
Is Route a Licensed Insurance Company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.
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