Search for answers to common problems and get support from our team.

Support Menu

Contact Support

Holiday Season FAQ

This FAQ can be utilized to help answer questions surrounding The Holiday Season at Route. 

Please refer to our Route Package Protection Polices article for a more in depth review of Routes Policies. 

When Should a Claim Be Filed for Packages?
As a reminder, Route Package Protection starts once the package has shipped, regardless of potential delayed packaging and processing time. Here are the timeframes to file a claim during the holiday season:

Delivered, missing (stolen) items:

  • 5 - 15 calendar days from the day it’s marked as delivered

Domestic stuck-in-transit (lost) items:

  • 7 - 30 calendar days from the last tracking update
  • Estimated Delivery Date: 2 calendar days after the estimated delivery date has passed when no package has been delivered, and/or no estimated delivery date has been updated

International stuck-in-transit (lost) items:

  •  20 - 30 calendar days from the last tracking update

Damaged items: 

  • 0 - 15 calendar days from the day it’s marked as delivered

Note: We know that carriers aren’t invested in your brand and when they make a mistake, your brand takes the blame — not the carrier. It’s better to file with Route within our time frames for a better customer experience than to follow potential “what-ifs” with the delivery carriers.

What Days will the Route Support Team be Available? 
Our Support Team has a 24/7 claim coverage, and merchant chat coverage Monday through Friday from 9am-5pm MST - most of the year! 

However, our Support team will not be available on the following days:

  • Thanksgiving Day - 11/24/2022
  • Christmas Day - 12/25/2022

Our live Chat Team will not be available: 

  • Thanksgiving Day - 11/24/2022
  • Christmas Day - 12/25/2022
  • Christmas Day (observed) - 12/26/2022
  • New Years Day (observed) 1/2/2023

With any questions or concerns, feel free to contact our Support team through our online Help Center: https://help.route.com/hc/en-us, especially on the days our team will not be available. A member of our team will be happy to assist you as soon as they are able to, with claims and questions typically being resolved within 48 hours. Most of the time, much sooner! 

What Should I Do If My Customer Suspects Damage to Gifts?
If a customer believes that a gift may be damaged please, ask the customer to take photos of the damaged box and file the claim within the above timeframe. Items opened after the delivery timeframe may not be approved. If able, always ask customers to provide photos of the damage as soon as possible. The more detailed, the better! However, our Route Support Team is ready to help you out if photos of the product can’t be provided at delivery.
What Should I Do If My Customer Has a “Label Created” Tracking Status?
Tracking updates such as this indicate that the carrier does not have the package so it does not yet fall within Route Policy. Other variations of this status include:
  • Pre-Shipment
  • Package Acceptance Pending
  • Currently Awaiting Package
However, once the carrier has indicated receipt of the package, or any other documentation showing the package was sent beyond the warehouse, the order will fall within our policy for coverage.
What If My Customer Used Express Shipping?
While package delays are frustrating, Route’s 7- day wait policy (and 2 day wait policy for estimated delivery dates) for delayed packages will stay the same throughout the holiday season, regardless of the shipping time the customer selected at checkout. In-transit delays are inevitable during the holiday season. Start encouraging customers to buy early so their orders have plenty of time to arrive! If delays occur, encourage customers to be patient while letting them know that Route will help support them in the event that the order goes missing.

Related Links