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    Route - Shipping and Package Protection

    What is Route?
    We’ve partnered with Route - a package protection and tracking solution - to give our customers the best possible delivery experience. Route allows you to insure your parcel, making it easy for you to recoup your costs if you parcel happens to get lost, stolen, or damaged. You get the power to choose if you would like this additional service at checkout. Remember to remove it if you would like to opt out.

    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. You can read the policy summary HERE.
    FILE A CLAIM 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.
    Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.

    Where is my order?
    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.

    What if my order never arrives or is stolen?
    Claims for packages presumed to be stolen (where the status is “delivered”) must be filed after 5 days and within 15 days from the date the package was marked “delivered”.
    Claims for packages presumed to be lost (where the status is not “delivered”) must be filed after 7 days (20 for international) and within 30 days from the last checkpoint. 
    When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours. 
    What if my order is damaged?
    If your order was damaged during transport e.g clearly fractured, shattered, bent or crushed, please file a claim here as soon as you notice the damages. 
    If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at  support@getalt.co.nz and we will be happy to work with you to remedy the situation.

    How do I file a claim for my order?
    You can file a claim if you think your parcel has been lost, damaged, or stolen. When you insure your package 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. 
     
    Read Route's Policy Summary HERE.