Frequently Asked Questions about Route Package Protection.
What is Route?
Route is a package tracking and shipping protection provider. They support Incredible Pets by protecting our customers’ online orders from damage, loss, and theft. If something goes wrong, customers (that’s you!) can quickly and conveniently resolve their issue in just a few steps. And, they can track all their orders in one place via the mobile app.
Why do I need shipping protection?
As more purchases are made online, more packages are getting lost in transit and stolen from doorsteps, and damaged by careless delivery companies. The costs can be devastating for consumers and family-owned businesses like ours.
Route offers the option to protect your online orders from damage, loss, and theft with licensed Shipping Protection. And if something happens, They're there to help with a fast, convenient resolution.
What about my privacy?
Your privacy is our top priority. To track all your packages automatically, Route’s mobile app uses read-only access to your email account. This allows them to parse all the relevant shipping information (such as tracking number, shipping carrier, and order number) that we need to track your order in real-time in the app.
How does it work?
Every Time you place an order you have the option to protect it from damage, loss, and theft with Route Package Protection for a small fee. If something goes wrong with your package, you can quickly and conveniently resolve the issue in a few steps.
Just open the mobile app, website, or Contact Customer Care and tell us what happened. Then in an instant, a refund or replacement will be on its way.
It’s a better, broader coverage than you get from the UPS and USPS alone—and guaranteed faster, more convenient resolutions, too.
What does Route cover that shipping carriers don’t?
UPS and USPS policies won’t cover theft. Once it’s delivered, it’s out of their hands—and they will only cover damage if it’s undeniable that they caused it, which can be difficult to prove. Lost packages have to be scanned, but never delivered. That means as long as your order arrives somewhere (even if it’s the wrong address) it may not be covered.
With UPS and USPS you're required to keep the packaging, retain the damaged item, provide the original receipt, complete their claim form, and occasionally bring the damaged item to a carrier’s local facility for inspection.
Route, on the other hand, covers a broader range of issues and offers a digital claims process that’s fast, easy, and convenient. In a few clicks you can submit a claim and select the resolution you want. We’ll reimburse you the full cost of your order, including shipping and taxes, or order you a replacement in a matter of moments.
How much does Route shipping protection cost?
The amount you spend to protect your order with Route is determined by your order’s subtotal. Typically, the fee adds up to a few dollars for orders under $100, and a small percentage of the order subtotal for higher priced orders.
Overall, it’s a small price to pay for the peace of mind that Route offers to ensure you and your order are well taken care of.
What does the Route claims process look like?
As soon as you file a claim on a Route-protected order in our Resolve Center, They assess the issue against Route’s policies to determine whether it qualifies under our coverage.
If it does, Route automatically initiates whichever resolution you selected during the claims filing process (a replacement order, refund, or store credit) If it doesn’t qualify, you’ll be notified that your request has been denied and why.
For any issue that cannot be automatically resolved, typically because essential information is missing from the claim, we have an efficient process to get the claim solved, usually in a matter of hours. The Route team reviews these issues and will reach out if needed to have your issue solved as quickly as possible.
Either way, everything should be wrapped up fast, so you can relax knowing a replacement is on its way or the money you spent is back in your pocket. Fast, easy, simple.
What if I don't use Route and my package is lost, stolen, or damaged?
If you opt-out of Route during checkout you still have options. Our Customer Care Team will file a claim with UPS for you. This process will include several photos showing:
The damaged item and how it was packaged inside the box
A photo of the damaged item
A photo of the packaging material used
A close-up photo of the shipping label with tracking number (generally starts with 1Z)
A close-up photo of the box manufacturer’s certificate (round stamp on outside of box)
Two photos showing all six sides of the package (one showing top and two sides, another showing bottom and opposite sides)
You will then need to hold onto damaged packaging and products for 7 Business days. UPS may require an inspection and does not alert us before attempting pickup. For opened cans please dispose of the food, rinse the residue, then save the cans with the rest of the damaged products.
Then UPS will review the claim which can take 7 business days or longer.
What if an item I ordered is not in the package?
In an effort to ship out orders as quickly our team may ship your order in multiple boxes. Check your email for order and tracking updates. You can also contact CustomerCare@incredpets.com for updates on your order.
If your have received all packages and are missing an item we will be happy to refund or reship the missing item, with or without Route Package Protection on your order.
Replacements and Reorders.
If you select a reorder, you will receive a confirmation email from the retailer that includes your new order number as well as a receipt. Once the retailer fulfills the replacement order, you will receive another email with information about the shipping carrier (UPS, USPS), tracking number, as well as links to track your package via the carrier’s website and Route’s web tracking page. You may also use the Route mobile app to track your package and receive updates on its progress. Note: Route covers the entire cost of a replacement, including Shipping Protection on the reorder. Please file a claim if your reorder is lost, stolen, or damaged in transit.
Refunds
If you select a refund, the funds will be returned to your original payment method, as a balance to your PayPal, Google Pay or Apple Pay account.
Once your refund is processed, the refund should be reflected in your account within 5-7 business days.
Note: The total refund amount excludes the cost of Route Shipping Protection.
Gift Card
If you select a gift card, you will receive an email with the details of your digital gift card from the brand or retailer you originally purchased from. These funds can be used to purchase any item at the same retailer. To use the card, enter the details at the point of checkout.