Understanding Route Package Protection: What You Need to Know

At Atlanta Vinyl, we want to ensure your orders are protected from unexpected issues like damage, loss, or theft. That’s why we offer Route Package Protection, a service that provides peace of mind and hassle-free claim resolution should anything go wrong during shipping.

By adding Route Protect at checkout, your order is backed by a marine cargo policy that covers lost, stolen, or damaged packages. Plus, with the Route App, you can track all your online orders in one place, making it easy to stay updated on their progress.

In this guide, we’ll break down what Route covers, how to file claims, and what situations may not be eligible for coverage.

What Route Package Protection Covers

Lost Packages

A package is considered lost if:

• It hasn’t been marked “delivered” and there has been no tracking update for 7 days (domestic) or 20 days (international, including Canada).

• No update has been made 48 hours after the estimated delivery date provided by the carrier.

• Part of an order shipped in multiple packages doesn’t arrive.

What’s NOT Covered:

• Incorrect addresses entered by the customer.
• Packages marked as “pre-shipment,” “label created,” or “shipment information received.”
• Orders delayed or held up in customs.
• Packages returned to the sender due to an invalid address or delivery barrier.

Deadline to File a Claim: 30 days from the last tracking update.

 

Stolen Packages

A package is considered stolen if:

• It’s marked “delivered” but never received. (Claims must be filed within 30 days of delivery, but no sooner than 5 days to allow for delivery errors.)

• The carrier delivers to the wrong address despite the correct one being provided at checkout.

 

Damaged Packages

A package is considered damaged if:

• The item is unusable due to visible damage. (Photos/videos are required when filing a claim.)

• The claim is filed within 30 days of delivery.

What’s NOT Covered:

• Manufacturing defects (e.g., small scratches or marks that occurred before shipping).
• Quality dissatisfaction (Contact the retailer instead).
• Returns or exchanges (Route does not cover these; reach out to the retailer directly).

Additional Policies & Exclusions

• Expedited shipping delays are not covered (e.g., if a 2-day shipping package arrives late but undamaged).
• Custom items may be refunded instead of replaced at Route’s discretion.
• Out-of-stock items may be refunded instead of replaced.
• Non-sanctioned shipping addresses (e.g., countries under U.S. sanctions) are not covered.
• Contraband or items illegal in certain states/countries are not covered.

How to File a Claim

If your order is lost, stolen, or damaged, filing a claim with Route is simple:

1. Go to Route’s Claims Portal.
2. Enter your order details and describe the issue.
3. Upload any required photos/videos (for damaged items).
4. Submit your claim within the required 30-day timeframe.

Once filed, Route will review the claim and either reorder the item or issue a refund based on the circumstances.

Why Choose Route Package Protection?

At Atlanta Vinyl, we value our customers and want to make sure you receive your orders safely. With Route Package Protection, you can shop with confidence knowing that if something goes wrong, your order is covered.

If you have any questions about Route or need help with an existing claim, don’t hesitate to reach out to us at contact@atlantavinylstore.com.

Happy crafting!

The Atlanta Vinyl Team