Cloud City Drones has partnered with Route — a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package if it gets lost, stolen, or damaged while in transit. Route is also a mobile app that allows you to visually track all your online orders in one place. No need to dig through your email for tracking numbers. Route’s dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery. The Route app is available on Android and Apple app stores.

How it works

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.  

Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.

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. 

You can file a claim if needed here --> File Claim

Route Policies

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.

Note: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.

When replacing an item, Route covers the subtotal of the order, the Route premium, shipping costs, and taxes. Route does not pay custom/duty fees.

Frequently Asked Questions

What is Route?
Route Protect is a package protection solution that helps cover you in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Route Protect can be added during checkout.

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.

When Should I File a Claim?

Marked As Delivered (Stolen)
- Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered
-Please note, orders over $100 USD will require a police report to be filed by the customer before any resolution can occur

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 update. The maximum filing time is 60 days from the order date.
- For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 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 15 calendar days from when it was marked delivered.

What if My Order Never Arrives or is Stolen?
Route Protect definitely helps cover these instances! To protect your order against loss or theft, add Route Protect at checkout. 

What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout. 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. 

How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route Protect 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. 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.

What are Route’s Terms and Conditions? 
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

Is Route a Licensed Insurance Company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.