ROUTE PROTECTION
WHAT IS ROUTE PROTECTION?
We have now partnered with Route, to offer package protection against lost, stolen or damaged parcels while in transit.
Route Package Protection is a shipping insurance solution that ensures safe delivery of your parcels, and provides the support and peace of mind you need if an unfortunate shipping event occurs.
We know how frustrating it is when something happens to your package, and not knowing where to begin the process of remediation. For a small additional fee, Route provides an easy fix with instant resolution. Route is a completely self service portal, but we are always available to provide further assistance if needed.
HOW DOES IT WORK?
At checkout, Route Protection is automatically activated, however, you have the option to opt out. Simply uncheck the box to turn off.
*When you opt-out of Route's Package Protection, The Beauty House Shop is not liable for any lost, stolen, or damaged packages.
If your Route Protected order is lost, stolen or damaged, you can file a claim, and the support team will review and provide you with an instant resolution.
HOW DO I FILE A CLAIM?
Submit a claim here.
Please be advised that according to Route Protection policy, they have a 30 day window for ALL claims to be processed. Claims being filed outside of the Route Protection Policy maximum timeframe, will not be eligible for reporting an issue.
WHAT HAPPENS AFTER MY CLAIM IS APPROVED?
If a claim is approved, Route will process either a refund or a replacement:
- Refunds: Route covers the entire amount including shipping and taxes. However, the route premium cost will not be refunded.
- Reorders: Route will trigger a replacement order depending on product availability, and will cover the cost of any reorders, including shipping, taxes and route shipping protection.
WHAT IF MY ORDER DID NOT ARRIVE OR GOT STOLEN?
If your parcel never arrives, was misdelivered to the wrong address, or stolen, you can file a claim within 5-30 days of when the parcel was marked as delivered.
WHAT IF MY ORDER IS LOST?
- Order issues are considered "lost" after 7 days without a tracking status update (20 for international) and must be filed no later than 30 days from the last update.
- Estimated Delivery Date (EDD): After 48 hours has passed from an estimated delivery date given from the carrier, and no delivery or update has been made, Route will consider the order to be "lost" and assist with next steps. Please file within 2-30 days of the EDD.
WHAT IF MY PACKAGE IS DAMAGED?
If your package arrives in a damaged condition, you can file a claim within 30 days of when the package was marked as delivered. Must submit photos of damaged items and packaging.
Please refer to Route’s policies here.
HOW DO I FILE A CLAIM?
After you make a purchase with Route Protection, you will receive a separate confirmation email with a link to file a claim. Or you can access the portal here.
Please note, according to Route Protection policy, they have a 30 day window for all claims to be processed. Claims being filed outside of the Route Protection Policy maximum timeframe, will not be eligible for reporting an issue.
WHAT IF I ACCIDENTALLY SELECTED PACKAGE PROTECTION, BUT DID NOT WANT IT?
If you did not opt out of package protection at checkout, and your order has not yet shipped, please reach out to us right away shop@thebeautyhouse.ca and we will do our best to make accommodations.
If your order has already shipped, unfortunately, we cannot cancel Route Protection as the service has been activated.