Route Shipping Protection FAQs

When you order new craft vinyl for a project or a special record for your collection, the last thing you want to worry about is it getting lost, stolen, or damaged on its way to you. To help protect your purchase, we've partnered with Route to offer optional shipping protection at checkout. While it's a great service, we know you probably have questions about how it all works.

We've put together this comprehensive FAQ to give you clear, straightforward answers about Route Shipping Protection. From what it covers to how to file a claim, this guide will walk you through everything you need to know. Our goal is to ensure you feel confident and secure every time you place an order with Atlanta Vinyl Store.

What is Route Shipping Protection?

Route is an optional, third-party service that acts as shipping insurance for your online orders. For a small fee paid at checkout, Route protects your purchase against loss, theft, or damage during transit. It provides a simple, fast way to resolve shipping issues without having to go through the lengthy claims process of a shipping carrier.

What exactly does Route cover?

Route’s protection is focused on three main shipping problems:

• Loss: A package is considered lost if its tracking stops updating. For domestic shipments, you can file a claim after 7 days of no tracking updates. For international shipments, the waiting period is 20 days.
• Theft: If your package is marked as "delivered" but you can't find it, Route covers it as theft (often called "porch piracy"). You must wait 5 days after the delivery scan before filing a claim, just in case it shows up.
• Damage: If your items arrive broken, bent, or otherwise unusable, Route covers the damage. You'll need to provide photos of the damaged item and packaging to support your claim.

For all issues, you must file your claim within 30 days of the delivery date or the last tracking update.

What is not covered by Route?

While Route is comprehensive, there are a few key exclusions. It does not cover:

• Incorrect Address: If you provide the wrong shipping address at the time of purchase.
• Refused Deliveries: If you refuse to accept the package from the carrier.
• Customs Holds: Issues with international orders being held by customs due to unpaid fees or other reasons.
• Expedited Shipping Delays: Route protects against loss, theft, and damage, but not delays. A late overnight package is an issue for the carrier.
• Manufacturing Defects: Flaws that are present before shipping, like a pressing defect on a new record, should be addressed with our store directly.

How much does Route cost?

The cost is a small, dynamic fee calculated based on your order’s subtotal. It’s typically just a few dollars, making it an affordable way to add a layer of security to your purchase. The exact amount is displayed at checkout before you finalize your order.

How do I file a claim?

Filing a claim with Route is designed to be easy and fast. You can start the process through the link in the confirmation email you receive from Route or directly in the Route mobile app. You will need your order number and email address. You’ll be asked to select the issue (loss, theft, or damage) and provide a few details. For damaged items, you will be required to upload photos as evidence. The entire process takes just a few minutes.

What happens after I file a claim?

Once your claim is submitted, the Route team reviews it, usually within 24 to 48 hours. If your claim is approved, Route will work to make it right. The resolution is typically either a full refund for the item(s) or an automatic reorder of the same items from our store, shipped to you at no additional charge.

Does Route replace the insurance offered by carriers like UPS or USPS?

In a way, yes. While carriers do have their own claim processes, they can be slow and bureaucratic, and they often don't cover package theft after delivery. Route is designed to be a faster, more customer-friendly alternative that fills these gaps. When you have Route, you file your claim directly with them instead of the carrier.

How does tracking work with the Route app?

When you protect your order with Route, you gain access to its advanced tracking platform. You can use the free Route mobile app to see all your orders from participating merchants in one place. The app provides visual tracking on a map and sends push notifications for every step of the delivery process, so you're always in the loop.

Does Route cover international orders?

Yes, Route provides protection for international shipments. The primary difference is the timeline for considering a package lost, which is 20 days without a tracking update for international orders, compared to 7 days for domestic. However, remember that Route does not cover packages held at customs.

What about subscriptions or recurring orders?

Route covers subscription and recurring orders. If an item in your recurring shipment is lost, stolen, or damaged, you can file a claim for that specific item. Route will then work to have it replaced or refunded, just like with a standard order.

How can I avoid having my claim denied?

To ensure a smooth claims process, follow these tips:

• Double-check your address: Always verify your shipping address is correct before placing your order.
• Act quickly: Bring packages inside as soon as you can after delivery to prevent theft.
• Gather evidence: For damaged items, take clear photos of the item and the packaging right away.
• Respect the timelines: File your claim within the 5-day waiting period for theft and within the 30-day overall window.

We hope this FAQ has answered your questions about Route Shipping Protection. It’s a simple and effective way to ensure your vinyl records and craft supplies arrive safely. By adding Route at checkout, you’re buying peace of mind and the assurance that if anything goes wrong, you’ll be taken care of quickly and without hassle.