Route Frequent Asked Questions
What is Route?
Route Protect is a package protection solution which ensures you are covered in the event your order is lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance you are supported. Once you have completed shopping, Route Protect can be added at checkout.
Purchased Route Protect and have a shipping issue? Click here to file a claim.
Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. If you prefer, we welcome you to download Route’s mobile app for iOS & Android to visually track your package and receive real-time notifications for your order & estimated delivery.
How Does Route Work?
If you have an issue with your Route protected order, Route’s expert support team helps ensure that your order is resolved by refund. Claims will be reviewed for approval within 1-2 business days from filing.
How Does Route Process Refunds?
When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes & Route premium fee is not eligible for a refund.
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 the order was marked delivered.
Please note, orders over $150 CAD will require a police report to be filed by the customer before any resolution can occur.
Stuck In Transit (Lost)
- For domestic orders, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 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 60 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.
To view Route’s policies click here.
What if My Order Never Arrives or is Stolen?
Route Protect covers these instances! To protect your order against loss or theft, add Route Protect at checkout.
What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage which may occur during shipping, add Route Protect at checkout.
If your order has arrived damaged, please take photos of the item and the packaging it arrived in to include in your Route claim.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at nrcustomer.relations@northernreflections.com or by contacting our team at 1-877-467-5967. We will work with you to remedy the situation.
What if I Need to Make an Exchange or Return?
Click here to see view our full Return & Exchange policy. Route premium fees are non refundable. Route fees are not eligible for a price adjustment once the order has shipped.
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via their website here. Have ready your Route ID number and the email address provided when the order was initially placed. This information can be located within the Email from Route once the parcel has shipped.
What are Route’s Terms and Conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Is Route a Licensed Insurance Company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.