ROUTE+ PACKAGE PROTECTION FAQ
In the effort to provide more safety and assurance for our customers, we’re happy to announce that Gel Essentialz is now integrated with Route, a shipping insurance company that offers complete shipping protection for all of our customers.
Q: What are Route & Route+?
Route offers a few options to improve the experience of shopping with PGB. Your order history and additional free shipment tracking are two great additions that you will surely enjoy with Route!
Route+ Shipping Insurance is a low cost, optional add-on for your Gel Essentialz orders, with 100% coverage for customers who want that extra level of assurance and protection from lost, damaged or stolen packages. At only 98¢ for orders under $100, or 2% of the total for orders over $100, the cost is minimal for that peace-of-mind.
When you purchase Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. You can deselect Route+ at checkout if you do not wish to add package protection. Route will either reorder your product for you or will refund the actual cost you paid for your item(s), excluding taxes and shipping.
If you elect to not purchase Route+ insurance, you may still have access to insurance up to from the United States Postal Service (USPS) or United Parcel Service (UPS) in the event the package is lost or damaged in shipment. Gel Essentialz does not insure packages for loss, theft or damage during the shipping process. Claims must be filed by you directly with USPS or UPS.
IF YOU CHOOSE TO NOT PURCHASE ROUTE+ PACKAGE PROTECTION, YOU WILL NEED TO DE-SELECT THIS TOGGLE AT CHECKOUT.
Download 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.
(Note: to get every function in the App, you will need to have a gmail account. Route is expanding to include other email accounts in the near future.)
Q: How do I file a claim?
You can one-click claim for shipping insurance through the email that Route sends you after you check out, or you can File here
Q: Doesn’t Gel Essentialz already cover lost or stolen packages through their customer service?
We always try our best to serve our customers as quickly as possible, and while we will be able to assist you in most situations, working with our shipping companies can oftentimes result in filing a claims that may or may not be resolved.
By purchasing shipping insurance with Route, completing a claim is only a click away, and allows your claim to be processed within 24 hours. Your replacement item will get to you in no time at all.
Q: What if my package gets lost, and Route replaces it by ordering another new product for me, and then that package gets lost. Does Route cover that too?
It does! When Route re-orders items for you, they are still covered by Route - so even the second order is insured.
Q: When do I file a claim?
An item is considered lost if it is never reported as Delivered. This can also include if your order has been stuck in any shipping state OTHER than "Delivered" You may file a claim if enough time has been allowed for delivery to take place and it's well past the expected delivery date, or if your order is stuck in a shipping state other than "Delivered"
Claims are considered "lost" after 7 days without a tracking status update (20 for international) and must be filed no later than 30 days from the last update.
If your item arrives damaged, unusable, or otherwise in an unacceptable condition, we invite you to file a claim right away. Please remember to include pictures of the item(s) and packaging. Claims for damaged item(s) can be filed right away. Damaged claims must be filed within 15 days from the date it was marked delivered.
Route considers packages marked "delivered" (and not received) as stolen. We ask that you wait 5 days from the day the package was marked delivered; it is common for packages to be scanned as delivered and not show up for a few days. Stolen claims must be filed within 15 days from the date it was marked delivered. Please know that orders that are stolen with a purchase price greater than $100 will REQUIRE a police report.
Q: Where is my order?
Download Route’s mobile app for iOS from the App Store to visually track your package and receive real-time notifications on its estimated delivery.
Q: What if my order never arrives or is stolen?
To protect your order against loss or theft, purchase Route+ package protection at checkout. When you choose Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
Q: What if my order is damaged?
To protect your order against damage that occurred during shipping, add Route+ package protection at checkout. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at email@example.com and we will be happy to work with you to remedy the situation.
Q: What do I get when I insure my order with Route+?
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. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
Q: What are Route’s terms and conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Q: How do I file a claim for my lost, stolen or damaged order?
If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/ .
Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.
Q: Does Route+ cover stolen items?
Yes! When you insure your orders with Route+, stolen items are eligible for reorders or refunds.
Q: Is Route a licensed insurance company?
Yes. Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.