Route Package Protection | SCHEELS.com

Frequently Asked Questions

• What is Route Package Protection?

  We’ve partnered with Route to offer Package Protection for added peace of mind. If your protected order is lost, damaged, or stolen, Route’s expert support team will work with you to quickly resolve the issue through a replacement or a refund. You can easily add Route Package Protection at checkout.

  Purchased Route Package Protection and looking to file a shipping issue online? File here

• How Does Route Work?

  If your Route-protected order is lost, stolen, or damaged in transit, Route’s expert support team will help ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 2 hours of filing. 

  Need to file a claim? File here

• Is there an Additional Fee?

  Route is a small, optional fee at checkout.

• How Does Route Process Refunds or Reorders?

  Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes. The Route Premium cost will not be refunded. 

  Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.

• When Should I File a Claim?

  Marked As Delivered (Stolen)

  ● Claims will be reviewed no earlier than 3 calendar days and no later than 30 calendar days from when it was marked “delivered.”

  Stuck In Transit (Lost)

  ● For domestic orders, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last shipping update. The maximum filing time is 365 days from the order date. 

  Damaged

  ● Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 30 calendar days from when it was marked delivered. Route’s policies are listed here.

• What if My Order Never Arrives or is Stolen?

  Route definitely helps cover these instances! To protect your order against loss or theft, add Shipping Protection at checkout. 

  If your order has not arrived, please file a claim with Route here

• What if My Order Arrives Damaged?

  Route will consider an item “damaged” if it is unusable. If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

  You can file a claim with Route here.

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

  If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.

  You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.