Premium Package Tracking Has Launched

How Does Route Work?

We introduced Route to our checkout and shipping process - now every order placed through our online store has the option to receive premium package tracking services from Route.

Adding Route Package Protection to your order at checkout, means that your order is protected against being lost, damaged, or stolen. Route is also a platform that allows you to visually track all of your online orders in one place. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery.

If you choose Route Package Protection this is charged at $0.98 for orders under $50 or free for orders above $50.

FAQS

What is Route?

Route is a platform that allows you to visually track all of your online orders in one place. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. There is no longer a need to dig through your email for tracking numbers, as Route makes it easier than ever to follow along with your package’s journey.

Haven’t downloaded the app yet? Download here

What is Route Protect?

Adding Route Package Protection to your order at checkout means that your order is protected against being lost, damaged, or stolen. In the unfortunate instance that you experience one of these inconveniences, you can report an issue with Route and they will work with you to make sure you get the resolution you prefer.

Purchased Route Protect and need to file a shipping issue? File here

What is Route?

We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers a few options to improve the post-purchase experience.

Route Protect

Route Protect is premium package protection for your online orders. When you add Route Protect at checkout, you can easily file issues for lost, stolen, or damaged packages in the unfortunate case that they arise.

Purchased Route Protect and need to file a shipping issue? File here

The Route App (Free)

The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers–dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.

Haven’t downloaded the app yet? Download here

Where is my order?

Download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

Route Refunds vs Reorders

Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.

Reorders: Route will reorder the items, but please note that items can only be replaced depending on in-stock availability. All reorders have Route Shipping Protection added, for free!

What are Route’s Policies?

All policies are listed here

Marked As Delivered (Stolen)

Issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered Orders over $100 USD require a police reportIssues can be approved no earlier than 7 days and no later than 30 days from the last update (US), 60 days from order dateIssues can be approved no earlier than 20 days and no later than 30 days from the last update (International), 60 days from order date

Damaged

File issues for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered.

What if my order never arrives or is stolen?

To protect your order against loss or theft, add Route package protection at checkout.

When you add Route Protect, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.

What if my order is damaged?

To protect your order against damage that occurred during shipping, add Route Protect (package protection) at checkout.

When you add Route Protect at checkout, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us here and we will be happy to work with you to remedy the situation.

How do I file a shipping issue for my lost, stolen or damaged 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 the web here.

Haven’t downloaded the app yet? Download here

Does Route Protect cover stolen items?

Yes! When you insure your orders with Route Protect, stolen items are eligible for reorders or refunds.

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.

Not listed above?

Not listed above?

Premium Package Tracking Has Launched

How Does Route Work?

FAQS

Category of Personal Information Collected	Source of Information	Purpose for Our Collection	Categories of Third-Party Recipients (other than Medik8)
Contact information: Such as your first name, maiden name, last name, billing address, delivery address, email address, telephone numbers, or other contact information	From you	To fulfill your requests for products and services, respond to your inquiries, send you a confirmation email when you make a purchase, send you catalogs, information, promotional materials and other offerings, when you contact us or request customer service or support	Our service providers
Other identifiers: Such as your username, date of birth, gender, and age	From you	To fulfill your requests for products and services and provide you with product information and offers that may be of interest to you	Our service providers
Purchase and order information: Contact information, together with purchase details online and in store through e-receipts, delivery details, payment details, and any communications we have received about your order or purchase	From you	To validate, confirm, verify, deliver, install, and track your order, including to arrange for shipping, handle returns and refunds, maintain a record of the purchases you make, to service products you purchased from us, and to provide you offers that may be of interest to you	Our service providers who process, fulfill, and ship orders
Other delivery information: Name and address of recipient for delivery, if different from customer’s	From you	To deliver to the person at the address which you have requested	Our service providers who process, fulfill, and ship orders
Payment information: Name, card issuer and card type, credit or debit card number, expiration date, CVV code and billing address	From you and your payment card issuer	To check that the right person is using the right card or account, meet the requirements of the card brands or account issuers, and make sure we are paid for what you buy	Our service providers who process payments for us and who are contractually required to comply with laws and requirements applicable to payment processing, which may include the Payment Card Industry Data Security Standard (PCI-DSS), a security standard developed and maintained by the Payment Card Industry Security Standards Council
Legal information: Fraud checks or flags raised about your transactions, the payment card you want to use, payment card refusals, suspected crimes, complaints, claims and accidents	From you, the police, crime and fraud prevention agencies, payment card providers, the public, regulators, your and our professional advisors and representatives	To protect you, other customers and our business against criminal activities and risks, make sure we understand and can meet our legal obligations to you and others and can defend ourselves	Our service providers who help us with fraud protection and credit risk reduction, and law enforcement and other governmental authorities in accordance with applicable law
Preference information: Your marketing preferences, your account settings (including any default preferences), any preferences you have indicated, the types of services/offers that interest you, the areas of our Sites that you have visited or ways that you interact with our Sites	From you, and from our Site technology’s interaction with your browser/Device and cookies and other similar technologies tracking the pages you visit, the marketing messages you open and the links you follow	To enhance your online shopping experience, including as a way to recognize you and welcome you to the Sites, to provide you with customized Site content, targeted offers, promotions and advertising on the Sites that might be of interest to you	Our third-party vendors and service providers that perform website analytic services for us such as Google Ads or enable the customization of offers to you to improve your shopping experiences through our Sites
Communications: Communications we have with you through the Sites, by email, or otherwise. Please note that we record calls to our customer service team	From you	To handle your requests, to contact you when necessary or requested, including responding to your questions and comments and providing customer support, and to obtain customer feedback and improve our customer service and customer shopping experience	Our service providers who assist us with customer service
Voluntary information: Any voluntary information you provide us with, by any means including by email, such as responses to surveys or competitions, your health details or philosophical beliefs, information related to a complaint of an adverse reaction to any of our products, or when you post a product review, question, answer, or other information on the Sites	From you and your social media account provider	To know you better, make our communications with you more personal, learn and improve from your survey feedback, organize events and pick competition winners	Our service providers who administer surveys and promotions
Photographs and Biometric information: Such as your photos and pictures, including your profile picture and before and after pictures related to your use of our products	From you when you upload them to the Sites or otherwise share with us, including through email or social media	To better understand your needs for our products and services and evaluate any adverse reaction to any of our products	Our service providers; to other current and potential customers when we repost photographs in social media posts or use in marketing
Personalization: Your journey online and how you use our Sites, whether and when you open our marketing emails and respond to our advertisements	From you, and from our Site technology’s interaction with your browser or Device and cookies tracking the pages you visit	To improve our Sites, products and services, customer service, and customer shopping experience	Our third-party vendors and service providers that perform website analytic services for us or enable the customization of offers to you to improve your shopping or website experience for our Sites
Device information: IP address, internet provider, operating system and browser used, type of device (such as laptop or smart phone), Device cookie settings and other Device details (such as MAC address and geolocation)	From you and from the Website technology’s interaction with your browser or Device	To make sure the Websites’ technology works properly with your Device and make sure you can see and use the Websites on the Device you are using, for analytical and demographic purposes, and to provide offers that may be of interest to you We will also use this information to protect the security and integrity of the Websites and our business, such as by protecting against and preventing fraud, unauthorized transactions, and managing risk exposure, including by identifying potential hackers and other unauthorized users	Our service providers who help us with fraud protection, and third-party vendors and service providers that perform website analytic services for us or enable more relevant offers to you on the Websites
Information automatically collected from your browser: When you use the Websites, some data is automatically transferred from your browser to our server, including your browser type, operating system type or mobile device model, viewed webpages, links that are clicked, IP address, mobile device identifier or other unique identifier, sites or apps visited before coming to the Websites, the amount of time you spend viewing or using the Websites, the number of times you return, or other clickstream or Website usage data, emails we send that you open, forward, or click through to the Websites	From you and from the Website technology’s interaction with your browser or Device	We will use this information in an aggregated non-specific format for analytical and demographic purposes We also will use this information to protect the security or integrity of the Sites and our business, such as by protecting against and preventing fraud, unauthorized transactions, and managing risk exposure, including by identifying potential hackers and other unauthorized users	Our third-party vendors and service providers that perform website analytic services for us or enable the customization of offers to you to improve your shopping or website experience and the relevance of offers to you on the Websites
Suspected crime information: Details of your identity, image, name and address, suspected or alleged thefts, fraud, assault or other criminal behavior	From crime and fraud prevention agencies, from you, witnesses, and from the police	To protect customers, the public and our business against risks and crime, to prevent loss, to prosecute crime, and to defend ourselves	Law enforcement and other governmental authorities in accordance with applicable law, and our professional advisors

Not listed above?

Premium Package Tracking Has Launched

How Does Route Work?

FAQS

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