Is my order insured by Route Package Protection? How much does it cost?

Yes! All orders are covered by Route+ Premium Package Protection. We are happy to provide this insurance to our customers for FREE to ensure that your package is protected in the case that it is lost, damaged, or stolen. This means that Route will replace your lost, damaged, or stolen package in most cases, or alternatively refund you if the items lost, damaged, or stolen are now out of stock.

What does Route Package Protection cover?

Route Package Protection covers lost, stolen, and damaged items that fit the criteria described in these FAQs. Review the policies as outlined here to understand what lost, stolen, and damaged items Route will cover.

How do I file a claim if my package is lost, stolen, or damaged?

Once you have made a purchase on, you will receive an email from with a link to track your package. On this page, you will be able to file a claim in the event that your package is lost, stolen, or damaged. If you can not find this email, file a claim at

How do I check the status of my claim?

After filing your claim, you will receive a claims confirmation email from Route+. You may respond directly to this email if you want to check the status of your claim or have further questions regarding your claim.

My package is lost. What do I do?

Order issues for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days and within 30 days from the last checkpoint. See "How do I file a claim if my package is lost, stolen, or damaged?" for instructions on filing a claim.

My package is labeled "returned to sender." What do I do?

If you provided an invalid/undeliverable address, or refused a delivery, your package is not considered lost, damaged, or stolen, and it is not covered by Route Package Protection. Rather than filing a claim with Route, please contact us with your order and shipping details and we will do our best to assist. Route covers the customer’s order if the package gets lost in-transit back to the sender.

My package has been stolen. What do I do?

See "How do I file a claim if my package is lost, stolen, or damaged?" for instructions on filing a claim.

At Route's discretion, Route requires a police report when a package is marked as delivered but is presumed to be stolen. On orders over $100, Route may require evidence of the police report OR video evidence of your package being stolen.

To file a police report, you will have to:
1. File a police report and include an explanation that Route is a package protection company that has protected your package that has been stolen. Further, explain that to process the order issue with Route, Route is requiring a police report.
2. Send Route the police report PDF & number in the order issue.
Upon request, Route can require additional documentation (e.g. proof of identity, address, etc.).

Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony

**Order issues for packages marked ""delivered"" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises."

My package has been delivered to the wrong address. What do I do?

If you input the correct address at checkout and the package was delivered to the wrong address, Route considers this as stolen and will replace the order. See "How do I file a claim if my package is lost, stolen, or damaged?" for instructions on filing a claim.

My item is damaged. What do I do?

A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, crushed, etc. Route does not cover cosmetic damage (scratches, dents, etc.), or manufacturing errors / damages. If your item has been damaged in transit and is unusable, file a claim with Route. See "How do I file a claim if my package is lost, stolen, or damaged?" for instructions on filing a claim.

Note: Route will require further evidence of your damaged item (i.e. more photos, videos, etc.)

If your item is unusable for other reasons, please contact us with more details.

What does Route Package Protection NOT cover?

Late deliveries
Claims for lost, damaged, or stolen packages filed before/after the designated claims filing timeframe
Customer errors such as incomplete or incorrect address information
Empty boxes not a result of damage or package tampering sustained in transit

I have read through these FAQs and still have questions regarding Route Package Protection

Please read through the Route + Seed Phytonutrients Claims Policies