Route Package Protection

What is Route Package Protection?

Toledo Goldfish is proud to partner with Route, the leader in package protection and tracking solutions. By selection Route at checkout, your order will be protected from loss, damage, or theft. In the unfortunate case that your order has an issue upon arrival, you can easily file a shipping issue with Route and receive a replacement or be refunded for your order. We are excited to offer this service to you and we highly recommend you use Route Protection at checkout. Route offers you peace of mind package protection at an affordable price. The cost to you - to fully protect your package in the event that it is lost, damaged, or stolen is calculated based on the subtotal of the order.

How can I track my deliveries using Route?

You can view your deliveries on the web in your browser of choice OR in the Route mobile app (links below) to get a real-time view of where all of your packages are. On the MAP screen, you can swipe through cards or zoom into the map to see where packages are in-transit. Tap on a card to open up the Order Details page.  You can also see a list view of all your packages on the Orders screen. From there, you can tap on orders to see the order details which will provide info around where your order is in transit.

Download the Route app for iOS on the Apple App Store. 
Download the Route app for Android on the Google Play Store. 

How do I report an order issue to get a replacement or refund?

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 Their team is ready to assist you with any questions you may have!

Note: Route will not refund the Route fee. Route also does not pay custom/duty fees.

Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download  Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

Need to file a claim?  File here

How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled.  

In both cases, 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.

What is covered if I choose Route Protection?

Route Package Protection covers lost, stolen, and damaged items that fit the following criteria. Review the policies to understand what lost, stolen, and damaged items Route will cover. 

Here's a quick overview (scroll down for more details):



• Can file 5-30 days after delivery date



• No Estimated Delivery Date (EDD): 7-30 days to file
• Estimated Delivery Date: EDD + 2 to 60 days



• 30 days max to file
• Photos required



• Fulfillment issues
• Cosmetic damage (not due to shipping)
• Anything outside of issue policy timeframes
• Pre-shipment, Taxes, Duties, and/or Shipping on customer refunds


Full Details Below

Lost Items Policies:

Packages presumed to be lost
Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the last tracking update for United States domestic shipments  and within 30 days from the last checkpoint.
Invalid address or delivery barriers
Sometimes carriers cannot deliver your package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender/retailer. Your package is not actually lost, thus Route does not cover this.

Only part of the order delivered
If you ordered several items in one package but only part of the order arrived and there is no evidence of tampering, Route does not cover the order issue. 

If a single order is being shipped in multiple packages and one package does not arrive, Route will cover the order issue and reorder or refund the value of the undelivered package.

Packages labeled "Return to Sender"
Route does not cover packages labeled return to sender because the order has been sent back. Items are returned to sender when a customer provides an invalid or undeliverable address or refuses a delivery. 

Route covers your order if the package gets lost in-transit back to the sender.*

*Please note: Route Package Protection timeframes for filing apply.


Order issue filed too soon
If you are filing an order issue the same day that the package was marked as delivered, at our discretion Route may ask you to wait 5 business days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.

Stolen Items Policies:

Delivered but Missing Package
Order issues for packages marked "delivered" yet not received are considered stolen, and must be filed 5 days after “delivery date” but no longer than 30 days to ensure it was not mis-delivered or easily found around the premises.

Filing a police report
At our discretion, Route may require a police report when your package is marked as delivered. If requested, you will file the police report and include an explanation that Route is a package protection company, and we have protected your package that has been stolen. To process the order issue with Route, Route is requiring a police report. Send Route the police report PDF & number in the order issue. Upon request, Route may require additional documentation such as proof of identity, a notarized statement, address, etc.

Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony

Delivered to wrong address
If you input the correct address at checkout and the package was delivered to the wrong address, Route considers this as stolen and Route will replace the order for you.

Damaged Items Policies:

Damaged Item Arrived
Order Issues for damaged orders must be filed within 30 days of the delivery date. 

Broken items
If you received a broken item and needs to dispose of it (i.e. shattered glass), you need to check your city ordinances and dispose of it properly.

Damaged items
A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.
Route does not cover cosmetic damage (scratches, dents, etc.) that are NOT due to shipping, manufacturing damages, packaging errors, or unsealed items. 
Route requires further evidence of your damaged item (i.e. more photos, videos, etc.).

Customized items
Route cannot reorder customized items for you because of the additional liability of ordering your custom item incorrectly. Route can offer a refund instead.

Out of stock
Route does not have visibility to inventory, or details into when items will be back in stock. Route can offer you a refund for the item that is out of stock. You can always use that refund to order the item when it’s back in stock.

General Policies:

Input wrong address

If you entered the wrong address at the time of order, Route does not cover this.

Quality control

If you are unsatisfied with their product, Route is not a product replacement plan and the order issue cannot be approved.

Estimated Delivery Date

After 48 hours has passed from an estimated delivery date given from the carrier, and no delivery or update has been made, Route will consider the order to be "lost." If there is a shipping update at any point, Route's 7 day lost minimum supersedes any 2 day estimated delivery date minimum. 

Too late to file

Route can action an order issue that is filed within the bounds of our domestic/international timeline policy. If an order issue is filed outside of this timeline, Route will deny the order issue according to these policies:

Order issues for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 30 days to ensure it was not mis-delivered or easily found around the premises."

Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the scheduled delivery date for United States domestic shipments and within 30 days from the last checkpoint.

Expedited shipping hasn't arrived 

If your package is delayed for whatever reason, Route will not cover it.  Carriers update their website with expected delays due to inclement weather or other barriers to expected delivery.

If you paid for expedited shipping but the package arrives outside of the expected window, Route will not cover it.

No tracking information

Route reserves the right to deny order issues where no tracking number/information is available. 

Package in Pre-Shipment

Route reserves the right to deny order issues where package tracking is marked as "pre-shipment".

Closed order issues

If a customer does not respond within 5 days, Route will automatically close the order issues. Customers can open the order issues back up by responding to the original thread.

Didn't want Route

If your package has not shipped, Route can refund the Route premium. If the item has shipped, Route is already protecting the package and cannot refund you.

 If you have any other questions, please email