Route Shipping Protection
(Damaged, Lost, or Stolen Orders)
What is Route?
Route is a shipping insurance company that covers packages that are lost, stolen, or damaged in transit. Adding Route Package Protection to your order at checkout means that your order is protected against these events. In the unfortunate instance that you experience one of these inconveniences, you can report an issue with Route and they will work with you to make sure you get the resolution you prefer.
Purchased Route Protect and need to file a shipping issue?
NOTE: Route is automatically enabled for all orders. By opting out of Route Shipping Protection you are agreeing to withhold protection on your package. Gorilla Mind cannot be held liable. Depending on the circumstance, we may offer a one time exception.
How much does Route cost?
Protect your orders for a small cost.
- For orders below $100, Route is available for the low price of 98 cents.
- If your order is over $100, then Route will cost 2% of your total.
What are Route’s Policies?
What if I forgot to manually opt out of Route Shipping Protection?
Unfortunately, Route is non-refundable and we are unable to remove Route from orders that have already been placed.
What if my order never arrives or is stolen?
When you add Route Protect, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days. Issues can be approved no earlier than 5 days and no later than 15 days from when it was marked delivered. Orders over $100 require a police report.
File a Route claim here.
If you manually opted out of Route Protect, Gorilla Mind cannot be held liable, however depending on the circumstance, we may offer a one time exception.
WHAT IF MY ORDER IS DAMAGED?
Route offers protection for orders that contain damaged products. If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at support@gorillamind.com and we will be happy to work with you to remedy the situation.
File a Route claim here.
If you manually opted out of Route, Gorilla Mind cannot be held liable, however depending on the circumstance, we may offer a one time exception.
WHAT IF MY ORDER IS STUCK IN TRANSIT?
In the rare instance that your package is lost during transit by the carrier, Route has your back. Issues can be approved no earlier than 7 days and no later than 30 days from the last update (US), or 60 days from order date. For international, issues can be approved no earlier than 20 days and no later than 30 days from the last update, or 60 days from order date.
File a Route claim here.
If you manually opted out of Route, Gorilla Mind cannot be held liable, however depending on the circumstance, we may offer a one time exception.
HOW DO I FILE A SHIPPING ISSUE FOR MY LOST OR STOLEN ORDER?
If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
After entering your email and order number, follow these steps:
Next > Select item(s) > “Where’s my package?” > Report Issue > Lost /Stolen> Lost Details/Stolen Details > Select preferred resolution.
You can also file a shipping issue on Route’s app or via the web here.
Haven’t downloaded the app yet? Download here
DOES ROUTE PROTECT COVER STOLEN ITEMS?
Yes! When you insure your orders with Route Protect, stolen items are eligible for reorders or refunds.
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.