Lost
Protection for eligible packages that stop moving in transit and are presumed lost.
ROUTE PACKAGE PROTECTION
Add package protection at checkout and rest assured you’ll be covered up to $15,000 if your order gets lost, damaged, or stolen in transit.
Route Protection can be added to eligible Snowears orders for an additional fee at checkout, giving you a direct claim path if something goes wrong during delivery.
NOTE
"Package theft, also known as porch piracy, is the theft of a package or parcel. It can occur anywhere in the distribution channel, including theft of packages left at a household. The rate of package theft in the United States has been steadily increasing, with 90,000 packages disappearing daily in New York City alone." - Wikipedia
Stolen
Protection for eligible packages marked delivered when you have not received them.
Damaged
Protection for eligible orders that arrive damaged during shipping.
Something went wrong in transit?
Route’s Green Package Protection helps cover eligible orders that are lost, stolen, or damaged.
If you purchased Route Protection with your Snowears order, use Route’s claim center to submit your shipping issue. Have your store order number or Route ID and the email address attached to the order ready.
This button opens Route’s official claim center in a new tab.
Need to know
FAQS
Claim timing depends on whether your package is lost, marked delivered but missing, or damaged. Open any question below for the details.
01 Why Should I Purchase Route Protect?
Snowears products are in high demand and may be exposed to loss, theft, or damage from the time they leave our warehouse until delivery. Route Protection gives eligible orders a dedicated path for shipping issue resolution.
Claims must be submitted within the applicable time frame.
| Shipping issue | Claims with Route | Claims with Snowears No optional Route Protection purchased |
|---|---|---|
|
Lost in Transit Shipping carrier records no movement in tracking and the product has not been delivered. |
For packages presumed lost where the status is not "delivered," file no sooner than 7 days after the last tracking update for U.S. domestic shipments and 20 days for international shipments, including Canada. The claim must be filed within 30 days of the last tracking update.
Read Route Protection Policies |
30 business days of no movement via the shipping provider. All claims to Snowears are subject to manager review and approval. |
|
Stolen Shipping carrier marks the package delivered but the customer reports it was not received. |
Issues for packages marked "delivered" yet not received must be filed 5 days after the delivery date but no later than 30 days after delivery.
Read Route Protection Policies |
Police reports are required for all claims. All claims to Snowears are subject to manager review and approval. |
| Damaged in Transit / Arrived Damaged |
Issues for damaged orders must be filed within 30 days of the delivery date.
Read Route Protection Policies |
File with Snowears Customer Service. Manager review is required before replacement or reimbursement. You must contact us within 1 week of delivery. |
02 What is "Green Package Protection"?
Route covers the cost to neutralize shipping emissions when you add "Green Package Protection" at checkout. Green Package Protection includes package protection at the same cost as before, with the additional benefit of shipping emissions that are offset. By adding it to your cart, you are automatically taking instant climate action - no donation required.
03 How does Green Package Protection work?
Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects.
Visit Patch04 Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can also use Route's mobile app to visually track your package and receive real-time notifications on its estimated delivery.
05 How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route's support team helps resolve the eligible issue with a replacement or refund as preferred. Claims are reviewed for approval after filing.
Open Route Claims06 How Does Route Process Refunds or Reorders?
- Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes. The Route Premium cost will not be refunded.
- Reorders: Route will reorder the items depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of eligible reorders, including shipping, taxes, and Route Shipping Protection.
07 When Should I File a Claim?
Marked As Delivered (Stolen)
- Claims should be filed no earlier than 5 calendar days and no later than 30 calendar days from when the package was marked delivered.
- Some order issues may require additional documentation.
Stuck In Transit (Lost)
- Domestic orders: no earlier than 7 calendar days and no later than 30 calendar days from the last tracking update.
- International orders: no earlier than 20 calendar days and no later than 30 calendar days from the last tracking update.
Damaged
- Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 30 calendar days from delivery.
08 What if My Order Never Arrives or is Stolen?
Route helps cover eligible instances of loss or theft. To protect your order against loss or theft, add Green Package Protection at checkout.
File a Claim with Route09 What if My Order Arrives Damaged?
Route covers eligible damage that occurs during shipping. If your order arrives damaged, take clear photos of the item and the packaging it arrived in and include them when filing your claim.
File a Damage Claim10 How Do I File a Claim for a Lost, Damaged, or Stolen Order?
If you protected your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file through Route's app or via the web. You will need your store order number or Route ID number and the email address attached to the order.
Start a Route Claim11 Where Do I Get the Route App?
Download Route directly from the official Apple App Store or Google Play listing.
12 What Are Route's Terms and Conditions?
Route's terms and conditions are available on Route's official website.
Read Route Terms & Conditions13 Is Route a Licensed Insurance Company?
Yes. Route is a licensed insurance company with SEG Insurance Ltd. as its partner.