WHAT IS ROUTE?
Route is a shipping insurance company that covers packages that are lost, stolen, or damaged in transit. Route ensures that customers get what they paid for and allows for easy claim filing with one click. Route is automatically added to your cart at checkout to protect your order. You are able to opt out if you are not interested in protecting your order. Review Route's policies here to understand what lost, stolen, and damaged items Route will cover.
Route does NOT cover:
Expedited shipments not arriving on time.
Orders mis-delivered due to wrong address being entered.
Quality control issues.
Please contact Arrow 22 for assistance with these issues.
HOW DO I FILE A CLAIM FOR A LOST, STOLEN, OR DAMAGED PACKAGE?
You can file a simple claim through the email that Route sends you after you place your order or you can file here.
WHEN TO CONTACT ROUTE
Your order was never reported as "Delivered"
Your order has been stuck on any shipping state other than "Delivered" for 7 or more days.
Orders are considered "lost" after 7 days without a tracking status update and claims must be filed no later than 30 days from the last update.
Order was marked as "delivered" yet not received. Claim must be made 5 days after delivery date but no longer than 15 days to ensure it was not delivered to a wrong address or easily found around the premises.
If this occurs you may be required to file a police report in order for Route to protect your order.
If your item arrives damaged, unusable or in an unacceptable condition please file a claim immediately. Your claim must be filed within 15 days of being reported as delivered.
WHAT HAPPENS NEXT?
Route will reorder the lost, stolen or damaged items directly from Arrow 22. You will receive a new order confirmation email. The new order is 100% covered by Route. If the item(s) are unavailable Route will issue you a refund.