ROUTE Package Tracking FAQ
Visual Tracking Only
Q: What is Route?
A: Route is a mobile app that 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
Package Protection Only
Q: What is Route+?
A: Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.
Purchased Route+ and need to file a claim? File here
Visual Tracking and Package Protection
Q: What is Route?
A: 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 experience:
Route+
Route+ is premium package protection for your online orders. When you add
Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.
Purchased Route+ and need to file a claim? 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
General shipping, tracking, and claims questions
Q: Where is my order?
A: Download Route’s mobile app for iOS from the App Store to visually track your
package and receive real-time notifications on its estimated delivery.
Q: What if my order never arrives or is stolen?
A: To protect your order against loss or theft, add Route+ package protection at
checkout. When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
Q: What if my order is damaged?
A: To protect your order against damage that occurred during shipping, add Route+
package protection at checkout. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at hi@livewelles.com and we will be happy to work with
you to remedy the situation.
Q: What do I get when I insure my order with Route+?
A: Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for
approval for a reorder or refund within 24 hours.
Q: What are Route’s terms and conditions?
A: Route’s terms and conditions are listed here:
https://route.com/terms-and-conditions/
Q: How do I file a claim for my lost, stolen or damaged order?
A: If you insured your order with Route+ at checkout, you will receive a confirmation
email from Route with a link to file a claim. You can also file a claim here:
https://claims.route.com/.
Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.
Q: Does Route+ cover stolen items?
A: Yes! When you insure your orders with Route+, stolen items are eligible for
reorders or refunds.
Q: Is Route a licensed insurance company?
A: Yes. Route is a licensed insurance company with the biggest name in shipping
insurance as its partner, Lloyds of London.
