Route Shipping Insurance

Route Shipping Insurance

Route is a third party application, that allows customers to buy shipping insurance for all orders. Route ensures protection of customers shipment in case of lost, stolen, or damaged. The cost of Route Shipping Insurance is equal to 1% of your total order value.

In order to apply for Route's Shipping Insurance, you are given the option to add the insurance during check out. If you apply for Route's Shipping Insurance, you will receive an email with instructions of how to file a claim if necessary. You can also proceed to file a claim here.

** SMOKE + MIRRORS BOUTIQUE DOES NOT TAKE ANY RESPONSIBILITY FOR LOST/STOLEN/MISSING PARCELS WHERE SHIPPING INSURANCE WAS NOT PURCHASED AT CHECKOUT. WE HIGHLY RECOMMEND PURCHASING ROUTE SHIPPING INSURANCE**

Lost Orders

  • An order is considered lost if tracking never confirms package status as "delivered"
  • If tracking shows no movement or looks to be stuck after exceeding the appropriate amount of shipping days, then orders may be considered lost and a claim will need to be made

How many days following the last tracking update should I file my claim?

  • Domestic orders - 21 days
  • International orders - 60 days 

Missing Orders

  • An order is considered missing if tracking information is showing "delivered" but you have not received the item. 
  • It is YOUR due diligence to ensure the parcel was not accepted by a neighbour/colleague/family member 
  • Please wait 5 days from "delivered" date to ensure the parcel is not awaiting re-delivery
  • Please be aware that both the store AND Route Shipping will follow up with delivery partners to confirm the delivery, including signatures, and photographs of parcel delivery. 
  • Any claims found to be fraudulent will be reported to the correct state/territory police. 

 

Damaged Orders

  • If your item arrives damaged, unusable, or in an unacceptable condition, Route encourages customers to file a claim immediately
  • Please include photo reference of damaged item and packaging received

Claims for damaged orders must be filed within 15 days from the date your package was marked delivered.