WHAT IS ROUTE AND GREEN PACKAGE PROTECTION?

Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost or stolen while also protecting the planet. For every order, Route donates to support an agroforestry initiative that removes CO2 from the air and promotes a flourishing ecosystem. Route also covers the cost to neutralize shipping emissions thereby making all Shimmerwood Beverages shipments carbon neutral. 

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. 

WHERE IS MY ORDER?

Once your order has been fulfilled a shipping confirmation with a tracking number will be emailed. You can also dowload Route's mobile app for IOS or Android to visually track your package and receive real-time notifications on its estimated delivery if you wish. 

HOW DOES ROUTE PACKAGE PROTECTION WORK?

If your order ends up lost or stolen, Route's expert support team helps ensure that your orer gets refunded. Claims will be reviewed for approval within 1-2 business days from filing. 

Need to file a claim? File here.

HOW DOES ROUTE PROCESS REFUNDS?

When refunding an item, Route covers the subtotal of the order, shipping costs and taxes included. Refunds will be processed within 3-5 business days of Route approving the claim. 

WHEN SHOULD I FILE A CLAIM?

Marked As Delivered (Stolen)

• Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered. 
• In some cases, the Route Support team may require a police report before moving forward with an order issue. 

Stuck In Transit (Lost)

• For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 20 calendar days from the last update. The maximum filing time is 365 days from the order date.

All of Route's policies are listed here. 

WHAT IF MY ORDER NEVER ARRIVES OR IS STOLEN?

If your order has not arrived, please file a claim with Route here. 

WHAT IF MY ORDER ARRIVES DAMAGED?

If your order has arrived to you damaged, please take photos of the item and the packaging in which it arrived. Please contact our customer service team as soon as possible with any and all information including photos: info@shimmerwood.com

You can file a claim with Route here. 

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us via your CSM or live chat and we will be happy to work with you to remedy the situation. 

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

You can file a shipping issue on Route's app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order. 

WHAT ARE ROUTE'S TERMS AND CONDITIONS?

Route's terms and conditions are listed here: https://route.com/terms-and-conditions

IS ROUTE A LICENSED INSURANCE COMPANY?

Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.