Route Shipping Insurance

Route provides protection for shipments that are lost, broken, or stolen.


What is Route?

Route Shipping Insurance covers lost, damaged, or stolen items. Insurance is automatically added to your cart at checkout, and you are able to opt out if you are not interested in protecting your order.

If your order is considered lost, damaged, or stolen, Route will place a new order for you on our site or refund you for your order.

ROUTE DOES NOT COVER:
- Expedited shipments not arriving on time
- Orders mid-delivered due to wrong address being entered
- Quality Control issues
Please contact RIKI Customer Service team for assistance with any of these issues.

How much is Route?

Order Total Pricing for Route Coverage

Under $100 USD

$0.98 USD

Over $100 USD

3.6% of your order total


Adding & Removing Route

I didn't mean to purchase Route, can I remove it from my order? 

If you didn't mean to purchase Route and your package has not shipped, reach out to our RIKI LOVES RIKI customer service team and we can assist you in the refunding the amount your paid for the Route shipping insurance.
 
If your order has shipped, Route is already protecting the package, and we are not able to refund the amount you paid for the shipping insurance.

If I placed an order without Route, can I still add it to my order?

Unfortunately, you are not able to purchase Route after the order has been placed. We apologize for any inconvenience!  


When to Contact Route


For Lost Packages

What Qualifies as a "Lost Package":
  • Your order was never reported as "Delivered"
  • Your order has been stuck in any shipping state OTHER than "Delivered".
- You may report an order issue if enough time has been allowed for delivery to take place and it's well past the expected delivery date, or if your order is stuck in a shipping state other than "Delivered".
  • Order issues are considered "lost" after 7 days without a tracking status update (20 for international) and must be filed no later than 30 days from the last update.

Wait 20 days to see if tracking status updates
(20 days for US Shipments)

Contact Route or the RIKI CS team for assistance


For Stolen Packages

What Qualifies as a "Stolen Package":
  • Shipment was 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 delivered to a wrong address or easily found around the premises.

- If this occurs, you may be required to file a police report in order for Route to protect your order.

  • Shipment was delivered and there was evidence of porch piracy

- If this occurs, you may be required to file a police report in order for Route to protect your order.

Wait 5 days after package is "delivered" to see if it is found

Contact Route or the RIKI CS team for assistance within 15 days of package "delivery"


Damaged Packages/Items

If your item arrives damaged, unusable, or otherwise in an unacceptable condition, we invite you to report an order issue right away. Please remember to include pictures of the item(s) and packaging.
 
Order issues for the damaged item(s) can be reported right away. Damaged packages must be filed within 15 days from the date it was marked delivered.

Take photos of damaged item(s)

Email photos to Route or the RIKI CS team for assistance within 15 days of delivery



Route Reorders & Refunds

Reorders

After Route has processed your reorder, you will receive a confirmation email from our site that includes the new order number and receipt of purchase. Once we fulfill the order, you will receive another email with the tracking information.

Every reorder placed through Route will also be covered by Route Shipping Insurance in the case of lost, stolen or damaged items.

Refunds

Route refunds the cost of the item(s) alone. Shipping costs, taxes, and the Route premium are not included. Route DOES NOT pay customs/duties fees.
 
Route uses PayPal to refund customers as RIKI LOVES RIKI does not share your payment information with Route. For this reason, Route is unable to directly refund your original method of payment and you are only able to receive the refund through PayPal.
 
Once your refund has been processed, you should expect to see funds reflected in your PayPal balance within the next business day.

Full Route Policies

Lost Items Policy

Packages presumed to be lost

  • Order issues for packages presumed to be lost (where the status is not "delivered") in US Domestic must be filed after 7 days (14 for Canada and 20 for other international countries) and within 30 days from the last checkpoint.

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, thus 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.

  • The exception is retailers that ship perishable items (e.g. food, a mattress that cannot be reused).

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.

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.

Stolen Items Policy

Delivered but missing package

At our discretion, Route requires a police report when the customer’s package is marked as delivered.

  1. 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.
  2. 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 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."

Filing a police report

  • On orders over $100, Route requires evidence of the police report OR video evidence of the customer’s package being stolen.

  • 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, 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.

Damaged Items Policy

Broken items
  • If you receive a broken item (i.e. shattered glass), please dispose of it according to your local city ordinances. Our RIKI customer service team will inform you about whether or not the product needs to be shipped back to one of our warehouses.
 
Damaged items
  • A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, bent (if product is not bendable), crushed, etc.

  • Route does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. At Route's discretion, they may offer a 15-30% refund depending on the severity of the cosmetic damage.

  • Route requires further evidence of your damaged item (i.e. more photos, videos, etc.)
 
Customized items
  • 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 your item back in stock.
  • Route can offer you a refund for the item that is out of stock. You can always use that refund to order the item when it’s back in stock.

General Policy

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.
Quality control
  • 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 (where the status is not "delivered") in US Domestic or Canada must be filed after 7 days (20 for other international countries) and within 30 days from the last checkpoint.
Expedited shipping hasn't arrived
  • If the customer’s package is delayed for whatever reason, Route will not cover it.

  • 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.
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.

International Shipping

Shipping outside of the United States? Here you'll find our shipping methods, pricing and if we are experiencing any shipping delays.

Contact Us!

 
Live Chat: Let's Chat!
 
Phone: (646) 542-1141

US Shipping

Shipping within the United States? Here you'll find our shipping methods, pricing and if we are experiencing any shipping delays.