Customers

If a customer's order is shipped to a country that has US sanctions imposed on it, Route does not cover the order. In this instance, the value of Route Package Protection can be refunded upon request.

Merchants

Route offers services to merchants worldwide. Based in the United States, we use English to communicate with customers and merchants when possible. If translation is required, we use online translation software to translate email communication with both merchants and customers.

International Timeframe Policy

Route's international timeframe filing period is:

• Stolen: between 5-30 days from delivery
• Lost: between 20-30 days from last tracking update
• Damaged: between 0-30 days from delivery