What is Route Package Protection?Updated a year ago

We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit. Please note Stoney Clover Lane is not responsible for lost or missing packages unless Route is purchased.

Route is also a mobile app that allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers. Route’s dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery. The Route app is available on Android and Apple app stores.

If you have purchased Route, you can report an issue with through their mobile app (iOS or Android), through the email you receive from Route after placing your order, or by going to claims.route.com. Once you submit your claim, Route will provide you with any updates.

Once Route is purchased at checkout, we are unable to offer refunds on this selection.

When Should I File a Claim?

Marked As Delivered (Stolen)

• Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered. 
• Please note, some order issues may require a police report to be filed.
• Filing an order issue the same day that the package was marked as delivered, Route may ask you to wait 5 days. Carriers sometimes prematurely mark the package as delivered when it’s still in transit.

Stuck In Transit (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 items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.