What does Route Cover?

Route Package Protection covers lost, stolen, and damaged items that fit the following criteria. Review the policies to understand what lost, stolen, and damaged items Route will cover.

Note: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.

When replacing an item, Route covers the subtotal of the order, the Route premium, shipping costs, and taxes. Route does not pay custom/duty fees.

Lost Items Policies

Packages presumed to be lost

Order issues/claims 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 (20 days for international shipments), and no later than 30 days after the last checkpoint/tracking update.

Stolen Items Policies

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 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.

Damaged/ Defective Items

Route is not a product replacement plan!

Route will not approve any claims made for defective or burned devices - please see our returns policy and contact us at support@zuluvape.com.

Route does cover damage to packages caused during transit that would make the products otherwise unusable, as per their policies.

For a detailed breakdown of Route's official insurance policy, please see https://route.com/insurance.