About Route Package Protection
Route is a third-party shipping protection service that safeguards your Leisure Time Inc. order in transit. When you add Route's Green Package Protection at checkout, your shipment is covered against loss, damage, or theft ā and the carbon emissions from shipping are automatically offset through certified carbon credit purchases. We partner with Route because shipping issues happen, and we want to make sure that when they do, you're not stuck navigating a carrier dispute on your own.
Here's how it works in practice: if your package goes missing, arrives damaged, or gets stolen from your doorstep, Route's support team handles the claim directly. Approved claims are typically reviewed within 1ā2 business days, and you can choose between a refund or a replacement, depending on stock availability. Route covers the subtotal, shipping costs, and taxes on approved claims, and any replacement order is fully covered including shipping and Route protection on the new shipment.
Route also adds a meaningful environmental layer to your order. The "Green" in Green Package Protection refers to Route's partnership with Patch ā a verified carbon credit marketplace ā to neutralize the shipping emissions on every protected order. Every time you add Route to your cart, Route also donates to an agroforestry initiative that removes COā from the air and supports a healthy ecosystem. The cost to you stays the same as standard shipping protection, but the impact extends beyond your individual order.
For customers who'd rather not add Route to their order, that's also fine. Shipping protection is optional and your order will still ship normally without it. But if you've ever had a package go missing or arrive damaged, you know how stressful resolution can be ā and Route's involvement turns that from a multi-week carrier dispute into a 1ā2 day claim review.
Below, you'll find answers to the most common questions about Route, what's covered, how claims work, and when to file. If you don't see your question answered here, reach out at hello@leisuretimeinc.com or call (208) 523-4633 and we'll help you sort it out.
Route FAQ
What is Route and Green Package Protection?
Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so weāve partnered with Route to offer added assurance that youāre supported, no matter what. Green Package Protection can be added during checkout.
Every time you add Green Package Protection to your order, Route donates to support an
agroforestry initiative that removes COā from the air and promotes a flourishing ecosystem.Ā
You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether youāre tracking via the Route App or online Routeās real-time shipping updates keep you in the loop throughout every part of your delivery. Havenāt downloaded the app yet?Ā Download here
What is Carbon Neutral Shipping?
Route is covering the cost to neutralize shipping emissions when you add "Green Package Protection" at checkout. "Green Package Protection" Shipping includes package protection at the same cost as before, with the additional benefit that your shipment is carbon neutral. By adding Green Package Protection to your cart, you're automatically taking instant climate action ā no donation required.
How does Green Package Protection/Carbon Neutral Shipping work?
Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.
How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Routeās expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.Ā Ā
Need to file a claim?Ā Ā File here
How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled.Ā Ā
In both cases, the Route Premium cost will not be refunded.Ā
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.
When Should I File a Claim?
Marked As DeliveredĀ (Stolen)
- Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered.Ā
- Please note, some order issues may require a police report to be filed.
Stuck In TransitĀ (Lost)
- For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
- For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
Damaged
- Claims for damaged itemsĀ requireĀ photos of the packaging and item(s) and must be filed no later than 30 calendar days from when it was marked delivered.
All of Routeās policies are listedĀ here
What if My Order Never Arrives or is Stolen?
Route definitely helps cover these instances! To protect your order against loss or theft, add Green Package Protection at checkout.Ā
If your order has not arrived, please file a claim with RouteĀ here.Ā
What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.Ā
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.Ā
You can file a claim with RouteĀ here.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to usĀ and we will be happy to work with you to remedy the situation.
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.Ā
You can also file a shipping issue on Routeās app or viaĀ the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
Havenāt downloaded the app yet?Ā Ā Download here
What are Routeās Terms and Conditions?Ā
Routeās terms and conditions are listed here: https://route.com/terms-and-conditions/
Is Route a Licensed Insurance Company?
While Route itself is not an insurance company, Route is authorized to provide access to shipping insurance. It does this through its entity, Safe Order Solutions, which is licensed to sell the shipping insurance issued by Seg Insurance Ltd. This makes Route's Protect product legal and compliant for brands to offer as shipping insurance to their customers.
