What is Route Insurance and how can I file a claim?

Updated 6 months ago by Free Fly

What is Route Shipping Insurance?

Free Fly is not responsible for lost, stolen, or damaged packages. Route Insurance covers 100% of your order if it gets lost, stolen, or damaged (see below for more details). You can choose to add it to your order at checkout.

How do I file a claim for my lost, stolen, or damaged package?

You can report an issue with Route through the mobile app (iOS or Android), through the email you receive from Route after placing your order, or by going to claims.route.com.

How can I view the status of my claim?

Not only can you report an issue with Route by going to claims.route.com, but you can also check the status of your issue there.

Simply enter the email address you used at checkout and your order number (you can find this in your confirmation email) and Route will provide you an update on the status of your reported issue.

What does Route cover?

Below is a summary of Route Shipping Protection coverage, but you can review the full policies here.

  • Lost - stuck in transit

Domestic: The issue must be filed between 7 and 30 days from the last shipping update. 

International (Canada): The issue must be filed between 20 and 30 days from the last shipping update. 

  • Stolen - marked as delivered

The issue must be filed between 5 and 15 days from when the order was marked delivered. 

Stolen orders over $100 USD require a police report. 

  • Damaged

The issue must be filed with photos of damaged package and item, no later than 15 days from when order was marked delivered.


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