Route Package Protection

WHAT IS ROUTE AND GREEN PACKAGE PROTECTION?

Route’s Green Package Protection is a shipping insurance and sustainability solution that helps cover your order in the event it gets lost, stolen, or damaged — all while helping the planet. For every order, Route contributes to an agroforestry initiative that removes CO2 and supports a thriving ecosystem. Route also offsets the carbon emissions from every Rietveld shipment, making your delivery carbon neutral. 

You can also use the Route App to track all your online orders in one place and easily file a claim if needed. 

WHERE IS MY ORDER?

Once your order ships, you’ll receive a confirmation email with tracking info. You can also download the Route app on iOS or Android to track your order visually and get real-time updates. 

HOW DOES ROUTE PACKAGE PROTECTION WORK?

If your package is lost or stolen, Route’s support team will work to ensure you get refunded quickly. Claims are typically reviewed within 1–2 business days of submission. 

Need to file a claim? File it here.

HOW DOES ROUTE PROCESS REFUNDS?

Refunds include the full item subtotal, shipping, and taxes. Once a claim is approved, refunds are processed within 3–5 business days. 

WHEN SHOULD I FILE A CLAIM?

Marked As Delivered (Stolen)

• Submit a claim no sooner than 5 days and no later than 15 days from the delivery date.
• In some cases, a police report may be required to proceed with the claim.

Stuck In Transit (Lost)

• For U.S. orders, claims can be filed 2 to 20 days after the last tracking update. You must file within 365 days of the order date.

Full Route protection policies can be reviewed here. 

WHAT IF MY ORDER NEVER ARRIVES OR IS STOLEN?

If your package is missing, you can file a claim directly with Route here. 

WHAT IF MY ORDER ARRIVES DAMAGED?

If your package or item arrives damaged, please take clear photos of the item and its packaging. Then email our customer service team as soon as possible with the details and photos at rietveldshop@gmail.com.

You can also file a claim with Route here. 

If there is a product defect or manufacturing issue, reach out to us directly and we’ll make it right. 

HOW DO I FILE A CLAIM FOR MY LOST OR STOLEN ORDER?

Use the Route app or file online here. You'll need your Rietveld order number or Route ID and the email address you used to place the order. 

WHAT ARE ROUTE’S TERMS AND CONDITIONS?

Route’s full terms and conditions can be viewed here: https://route.com/terms-and-conditions

IS ROUTE A LICENSED INSURANCE COMPANY?

Yes, Route is a licensed insurance provider in partnership with SEG Insurance Ltd.