What is Route?
We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience.
To be eligible for this protection, you must select to add Route Protection to your order at the time of purchase. By opting out of this service, you release Hive Apparel of liability for any shipping issues and understand that your purchases will no longer be protected or insured.
Route offers a few options to improve the experience:
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.
Purchased Route+ and need to file a claim? File 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.
Haven’t downloaded the app yet? Download here
How long does it take to process a claim?
Within 24 hours of the claim being submitted, it will be responded to and investigated by our claims department. Photos of the damaged item are required. For further information on what types of damages are covered, please visit this article.
Orders that are stolen have relatively short processing time, provided that a police report is attached to the claim. Once submitted, these claims typically are responded to and closed within 24 hours, then processed within 3-5 business days. For instructions on how to file a claim for a stolen order, please visit this article.
For lost orders, claims may be submitted as soon as the item is suspected to be lost. For items that have scheduled delivery dates, Route has a 3-5 business day grace period to ensure that the ordered items aren’t simply delayed in transit. After the order is tagged as lost, the refund/reorder will be submitted within 3-5 business days. For additional information on lost items, please visit this article.
How to File a Claim.
When you purchase a product with Route+ shipping insurance, you will get an email with your Route Order ID and a link to file a claim.
To go straight to the claim form, click here.
To file a claim from your email, follow the steps below:
- Open your email from Route.
- In the email, copy your Route Order ID and then click FILE A CLAIM.
- In the claim form, fill out the required information–email address, subject line, and claim type.
- Once you choose a claim type (lost, stolen, or damaged), paste or type the Route Order ID into the required field.
- Fill out the rest of the fields and click Submit.
What Might Cause My Claim to be Rejected?
- Lack of Photographic Evidence
- Incorrectly input address by the customer at the time of purchase (Please verify your address before paying!)
- Incomplete details when filling out the File A Claim form.
Have Any Questions?
Email us at email@example.com.