Order Tracking & Package Protection with Route

> What is Route?

Route provides package protection on your order's packages that are lost, stolen, or damaged. Route automatically connects to everything you’ve ordered from all your favorite retailers while allowing you to visually track your packages, anytime, anywhere. Add Route Package Protection at checkout and unlock full package protection and seamless resolution for order issues.

Please Note: It will appear as "1-Click Protect - Powered by Route" on your Order.



> Why do I need Route Package Protection?

Route offers you "peace of mind" package protection for all of your orders at an affordable price with us. The cost to you - to fully protect your package in the event that it is lost, damaged, or stolen - is calculated based on the subtotal of the order and the partnership between Route and the merchant, House of Bonsai.



> How can I track my order deliveries on the Route mobile app?

You can view your deliveries in the Route mobile app to get a real-time view of where all of your packages are. On the Map screen, you can swipe through cards or zoom into the map to see where packages are in-transit. Tap on a card to open up the Order Details page. You can also see a list view of all your packages on the Orders screen. From there, you can tap on orders to see the order details which will provide info around where your order is in transit.



> What info does Route gather and how do they use my data?

Route uses delivery and order information to provide as much detail as possible about your order. To do this, Route parses your emails to collect order information such as tracking numbers, carrier names, and product info. Route employs multiple layers of security to protect and secure customer data on all orders they are added to.

Please Note: Route's use of information received from Google APIs will adhere to Google API Services User Data Policy, including the Limited Use requirements.”  



> How do I report an order issue to get a replacement or a refund?

Visit https://claims.route.com/ to get started! 


Video Instructions on How to File An Order Issue with Route: Click Here!


Text Instructions on How to File An Order Issue with Route:

1. Go to the Route Resolve Center (via the Route app or web link from your order confirmation email)

2. Enter your email and order number, click next

3. Select the items you would like to file for, as well as the order issue type:

  • Where’s my package?
  • Damaged (If you select this option, you will be given a tracking update, and will have the option to “report an issue” if needed)
  • Issue unrelated to lost or stolen
4. When selecting “report an issue” you are given four options:
  • Lost
  • Stolen
  • Damaged
  • Issue unrelated to lost, stolen, or damaged
5. After selecting the type that best represents your situation, you will be asked to fill out more details

6. Depending on what your merchant offers, in some cases you will be asked for your resolution preference.

7. At the end of the process you will be given an order issue summary with more information on what to expect next. You can log back into this page at any time and check for more updates!
Please Note: Route refunds the cost of ONLY the item(s)/product(s) in an online order. Any shipping costs, taxes, and the Route premium charge are not included. Route also does not pay any customs/duty fees. 



> What if I did not want Route Package Protection?

If your order has already shipped, Route is protecting your package that is currently in transit. If your package is lost, damaged, or stolen, Route will replace the item(s) in the order for you.

If your order has not been shipped yet, Route can not refund the cost of our services. Please reach out us at House of Bonsai at houseofbonsai@gmail.com with your Order # to refund the cost of Route.



> When and how do I contact the shipping carrier?

As Route is a third party package protection service, there may be situations in which you will be directed to the shipping carrier themselves for further assistance.

These situations include:

  • Package is available for pickup
  • Delivery was rescheduled
  • Delivery was attempted and needs to be rescheduled
  • In these instances, we advise contacting the carrier (UPS, USPS, FedEx, DHL, etc) directly as their team can help you locate and receive your package. They will likely ask for your tracking number, address, and may require a form of identification.

Below are customer contact support links to the common carriers House of Bonsai most often uses, but any other carrier's contact info can be found on their respective websites.




> Route's Package Protection Policies:

When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.

When replacing an item, Route covers the subtotal of the order, the Route premium, shipping costs, and taxes. Route does not pay custom/duty fees.