Route Shipping Protection

Is your package missing or stolen?
If you paid for Route Shipping Protection, please see how to file a claim with Route.

At checkout, you will see an area above your subtotal where you have the choice to opt in or out of Route Shipping Protection. By default, it is left on. Please opt out if you do not want to insure your order.

If you paid for shipping protection and have an issue, you can file a claim by going claims.route.com

Please note, by opting out we cannot replace or issue a refund for stolen or lost goods.

What is Route?
Route is a package protection solution that helps cover your order in the event that your order gets 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 so that you’re supported, no matter what. This can be added at checkout.

Do I have to pay for package insurance?
No, it is your choice to insure the items you order. If you choose to opt out, however, we are not responsible for sending a replacement or refund should something go wrong. We offer this low cost protection to give you peace of mind and to ensure you get what you ordered or your money back.

How do I insure my order with Route?
In the final step of checkout, you will see the Route logo and be given the option to insure your package. Insuring your package is .98 for orders under $100 and it costs 2% of your order subtotal for orders over $100.

Where is My Order?
Once your order has been fulfilled by Pro Image Sports, a shipping confirmation with a tracking number will be emailed. You can download  Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s 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. 

How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes. 

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.

In both cases, the Route Premium cost will not be refunded. 

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.

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.

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. 

You can also file a shipping issue on Route’s app or via their webpage. 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.

Is Route a Licensed Insurance Company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.