Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged. For an additional fee at checkout on the Avocado website, Route Protection can be added to your orders. Route Protect is recommended for mattress and furniture orders.

Why Add Route Protect Insurance to Your Order?

Avocado products are in high demand and are the frequent target of theft — from the time they depart our factory all the way to your doorstep. With Route Protect and their free Route App, you can visually track your orders in one place and easily file a claim with their team if your shipment is deemed lost or stolen — with no movement in their tracking system after just 7 business days. No police reports are required by Route. Damaged shipments can also be reported immediately to Route.

Route Protect is the fastest and most efficient way to instantly resolve shipping issues. Route Protect insurance is available on orders up to $15,000 in value.

Without Route Protect, Avocado requires 12 business days of no tracked movement before a claim for lost or stolen merchandise can be submitted to our team. To reduce fraud, police reports are now required by Avocado; and all claims to Avocado are subject to manager review processes and approvals.

If you purchased Route Protection and need to file an insurance claim for a shipping issue, click below:


FAQs

Why Should I purchase Route Protect?

Claims with Route

Claims with Avocado
Customer did not purchase optional Route Insurance.

Lost in Transit
Shipping carrier records no movement in their tracking system and the product has not been delivered.

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 last tracking update for United States domestic shipments. Read Route Protection Policies

12 business days of no movement via the shipping provider. All claims to Avocado are subject to manager review processes and approvals.

Stolen
Shipping carrier claims it was delivered but customer claims it has not been received/delivered.

Order issues for packages marked "delivered" yet not received are considered stolen, and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises. Read Route Protection Policies

12 business days of no movement via the shipping provider. Police Report required for all claims. All claims to Avocado are subject to manager review processes and approvals.

Damaged in Transit

Order Issues for damaged orders must be filed within 15 days of the delivery date. Read Route Protection Policies

File with Avocado Customer Service. Requires manager review before replacement or reimbursements are made.

What is Carbon Neutral Shipping?

Route is covering the cost to neutralize shipping emissions when you add "Green Package Protection" at checkout. "Green Package Protection" shipping includes package protection at the same cost as before, with the additional benefit that your shipment is carbon neutral. By adding Green Package Protection to your cart, you're automatically taking instant climate action — no donation required.

How does Green Package Protection/Carbon Neutral Shipping work?

Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.

Where is My Order?

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

How Does Route Work?

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.

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.

When Should I File a Claim?

Marked As Delivered (Stolen)

  • Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered

  • Please note: some order issues may require a police report to be filed

Stuck In Transit (Lost)

  • For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date

  • For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date

Damaged

  • Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

All of Route’s policies are listed here.

What if My Order Never Arrives or is Stolen?

Route definitely helps cover these instances! To protect your order against loss or theft, add Green Package Protection at checkout.

If your order has not arrived, please file a claim with Route here.

What if My Order Arrives Damaged?

Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.

You can file a claim with Route here.

If your order has defects or you suspect it was damaged during manufacturing, please contact us and we will be happy to work with you to remedy the situation.

How Do I File a Claim for my Lost, Damaged, or Stolen Order?

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.

Where do I get the Route App?

Haven’t downloaded the app yet? iOS download here and Google download here.

What are Route’s Terms and Conditions?

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

Is Route a Licensed Insurance Company?

Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.

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