Route Package Insurance FAQs

Route+ Package Insurance FAQs

What is Route?

Route offers an increased post-purchase experience with comprehensive visual order tracking, package protection, effortless claim-filing, and the world’s first universal order history. We are proud to have partnered with Route to provide our customers with a package protection and insurance service that is easy to use and designed to minimize customer frustration.

Route Benefits:

  • Automatic visual tracking of orders available anytime. anywhere
  • Insured coverage of lost, stolen, or damaged packages
  • Effortless claims filing for package issues

QUESTION: Don’t carriers such as UPS and FedEx already insure my package?

Answer: It is a common misconception that transportation carriers automatically cover lost and stolen items.  This is not the case.  Transportation carrier liability is generally limited to a maximum of $100 and does not extend to all types of goods.  Furthermore, a transportation carrier’s liability ends once the package is delivered on your doorstep, so it does not protect against lost or stolen packages. Unlike with Route, filing a claim with your carrier for a damaged package can take upwards of 30 days to see a result, and claims are often denied.

QUESTION: How much does it cost to insure my TackWholesale.com order?

Answer: Route premium package insurance is extremely cost-effective and costs just $0.98 for packages under $100, or 2% of the total package value on any package that is over $100.

QUESTION: Does Route cover stolen items?

Answer: Yes, Route covers lost or stolen items! When you insure your orders with Route, coverage is limited to replacement only, except in cases when replacement is not available. If a replacement is not available a refund will be issued, subject to Route App Terms and Conditions, including but not limited to the Tack Wholesale LLC. shipping policy. 

QUESTION: What do I need to know about filing claims on orders that never arrived or were stolen?

Answer: Claims for packages marked “delivered” must be filed after 3 days and before 15 days from the date the package was marked “delivered.” Claims for packages presumed to be lost (where the status is not “delivered”) must be filed after 3 days (20 for international) and within 30 days from the last checkpoint.

When you file a claim, it will typically be reviewed for approval for a reorder or refund within 24-48 hours. Route may process and honor or deny any customer’s claim without filing a claim with any insurer under any insurance policy. Subject to Route App Terms and Conditions, including but not limited to the Tack Wholesale shipping policy which includes exclusions from coverage and claims processing requirements. If coverage is excluded or you do not comply with all claim processing requirements you will not benefit.

QUESTION: Am I able to change the address to which I would like my re-order delivered?

Answer: Yes! If you would like your re-order to be delivered to an address that is different from the original shipping address, you can indicate this change by responding to the claims confirmation email you received after filing your Route claim.

QUESTION: Can I change my shipping method?

Answer: No. Reorders will be shipped via the same delivery method as the original order. For example, if an order was originally shipped with Standard ground shipping, reorders cannot be reshipped using an expedited shipping method.

QUESTION: What do I need to know about filing claims on orders that arrived damaged?

Answer: If your package is damaged upon arrival, you can file a claim at https://claims.route.com/. If your order has defects, cosmetic damage not sustained in transit or you suspect it was damaged during manufacturing, please visit Tack Wholesale LLC’s Return Policy page.

QUESTION: How do I check the status of my claim?

Answer: After filing your claim, you will receive a claims confirmation email from Route acknowledging your having filed a claim. Claim status updates, changes to the delivery address, and questions regarding your claim can be made by responding directly to this email.

QUESTION: My lost, stolen, or damaged ordered item is now Out of Stock. How does Route handle this?

Answer: If the missing or damaged item is out of stock, customers will be offered a refund or re-order for an item with similar value. Customers will have the option to select the replacement item in a different color at this time as well.

QUESTION: What does Route Package Insurance NOT cover?

Answer: Route does not cover:

  • Customer errors such as inputting incomplete or incorrect address information

  • Late deliveries

  • Empty boxes not a result of damage or package tampering sustained in transit

  • Claims for lost, stolen, or damaged packages filed after the designated claims filing timeframe

Route may process and honor or deny any customer’s claim without filing a claim with any insurer under any insurance policy. Subject to Route App Terms and Conditions, including but not limited to Tack Wholesale LLC. shipping policy which includes exclusions from coverage and claims processing requirements. If coverage is excluded or you do not comply with all claim processing requirements you will not benefit.

Tack Wholesale LLC is not responsible or liable for any packages where the customer did not purchase Route Package Insurance for their package. Tack Wholesale LLC does not provide replacement, reimbursement, or protection for any uninsured packages. If Route package insurance is not purchased for an order, there is no protection offered in the case of the order arriving damaged, or if the package becomes lost or stolen. All uninsured packages are not eligible for reimbursement or replacement for any reason.

Tack Wholesale LLC. is not responsible for lost or stolen packages, packages sent to the wrong address, or for refunding or replacing packages in these cases. The customer is responsible for filing all claims directly with Route. Tack Wholesale LLC is not responsible for any package once it has departed our warehouse location and is in the hands of the carrier. We will not be responsible or liable for the reimbursement or replacement of any package once it has departed our warehouse.

*For any order, domestic or international, that is returned to us for for the reason of having an insufficient address, a wrong address, or going unclaimed, etc., the customer will have to either pay for reshipment of the package or forfeit the package.

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