About Route Package Protection

What is Route?
Route is a package protection program that covers orders lost, stolen, or damaged during and shortly after transit, and makes it easy to resolve these issues in a few quick steps. Customers can also track all their orders in one place via Route’s mobile app. Route coverage can be added or declined during checkout.

Why Should I Choose Route? 

By selecting Route at checkout, your order will be protected from loss, damage, or theft during transit and shortly after delivery (pending timeframes and eligibility under Route’s policies).

Unlike standard carriers such as USPS or UPS, which offer limited coverage (typically up to $100 and only during transit), Route can cover your package for any value both during and shortly after delivery (see details below). In the unfortunate event that your order never arrives, is damaged in transit, or is stolen after delivery, you can file a claim with Route and, if approved, receive a refund or replacement.

We highly recommend adding Route to your order for any package value, but especially for packages valued above $100.

Please note:

How Does Route Work?

If your order is lost, stolen, or damaged during shipping, Route’s claims team will review your case. Refunds are issued to your original payment method, or Route may reimburse us to replace your item if approved. Please note:

  • Route covers the subtotal of the order only (not shipping costs, taxes, or the Route fee itself).
  • For stolen packages, Route generally covers theft occurring shortly after delivery (see details below).

When do I file a claim for lost or stolen packages?

Packages marked “delivered” but not received (porch piracy or delivery error)

  • File a claim no sooner than 5 days and no later than 30 days after the delivery date.
  • This waiting period allows time for mis-delivered packages to be returned by neighbors or to be located around your premises

Packages presumed lost in transit (tracking does not show “delivered”)

  • File a claim no sooner than 7 days after the last tracking update and no later than 30 days.

When do i file a claim if my order arrives damaged?

If your order arrives damaged, take clear photos of the item and packaging. File your claim with Route within 30 calendar days of delivery.

Note: If your item is defective (not damaged in shipping), please contact us directly instead of Route so we can assist you under our product defect policies.

How Do I File a Claim for my Lost, Damaged, or Stolen Order?

If you purchased Route protection, you will receive a confirmation email with a link to file a claim if needed. You can also file via Route’s app or on their website here to begin a Route claim.

You will need your order number and the email address or phone number used when placing the order. Claims are typically reviewed within 1–2 business days to determine eligibility under Route’s policies.

What if I accidentally purchased Route Shipping Protection?

  • If your order has already shipped:
    Route coverage is active and cannot be refunded.

  • If your order has not shipped (no tracking assigned):
    Contact us at info@alderandalouette.com to cancel your order. You can then repurchase without Route.

Note: Refunds are processed immediately by us but may take up to 7 business days to appear in your account, depending on your payment provider. We have no control over your bank or card company's speed. If using a payment plan service, such as Afterpay, Shop Pay or PayPal, the same applies. 

What if I accidentally left Route Package Protection off my order with Alder and Alouette, but I want that coverage?

Unfortunately, Route cannot be added after purchase. Contact us immediately to cancel your order so you can repurchase it with Route protection.

Note: Cancelling an order immediately removes your payment from us and sends it back through the payment processor to your bank or card owner; however, they can take up to 7 business days to apply those funds back to your account. 

Miscellaneous Route Policies

Claim filed too late
All claims must be filed 30 days from the last tracking update for lost orders and 30 days from delivery date for damaged or stolen orders. Read more about deadlines to file a claim.

Claim filed too early    There are also waiting periods before a lost or stolen claim can be filed: no sooner than 5 days if delivered then presumed stolen and no sooner than 7 days is lost during transit but presumed lost by the carrier. 

Expedited shipping
Route does not cover shipping carrier delays or lateness on any orders, including expedited shipping (e.g. overnight, next day, or two- or three-day delivery). For questions or concerns, contact the shipping carrier responsible for the delivery, as their policies may (or may not) support a refund.

Custom items
Route reserves the right to provide a refund for complex or sensitive custom orders in the interest of shopper privacy and order accuracy.

Out of stock items
Route reserves the right to refund items that are listed as out of stock by the merchant.

Quality control
Route will not replace a product if a customer is unsatisfied with the quality of the product received. The customer should reach out to the retailer or refer to their return policy.

Returns
Route is not responsible for covering returns. For any questions about a return or exchange order, or any issues with a return order, please contact the brand or retailer directly. New insurance will need to be purchased for the return shipment. 

Please review Route’s policies to better understand what Route Shipping Protection covers, and in what circumstances a claim may be filed, approved or denied. For more details, visit Route Shipping Protection Policies – Route for Shoppers