Why we use Route Package Protection

Route Package Protection gives you peace of mind in the event that your package is lost, damaged, or stolen. We highly recommend this affordable option as DESS^® is not responsible once UPS picks up your package. 

UPS, our shipping carrier often loses, misplaces, and damages packages and products. In any of these instances, we will not file a UPS claim on your behalf. This is because UPS only provides up to $100 per package which only covers shipping, not contents.

Route Package Protection is automatically added to your order. Should you wish to decline this optional service, you must follow the steps below to decline the service. Once add to an order, we are unable to refund this service.

How to opt-out of Route Shipping Protection

Simply uncheck the Package Protection at the bottom of your order. This will remove Route Package Protection from your order. 

Please note the information below that which you agree to by placing your order without Route Package Protection.

"DESS^® is not liable or responsible for lost, damaged, and/or stolen items and/or packages, regardless of if the client chooses to use and purchase Route Package Protection shipping protection or chooses to decline the Route Package Protection.

The Route Package Protection provides coverage up to $5,000 per order. The Route Package Protection coverage is not available for orders that exceed $5,000."

Learn more about Route Package Protection

Need to file a Route claim for a lost, damaged or stolen package? File Claim Here

What is Route?

Route Package 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 provide low-cost assurance that you’re supported, no matter what.

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download iOS or Android 

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 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. 

How Does Route Process Refunds or Reorders for Lost or Damaged Orders?

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 and taxes.

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.

All of Route’s policies are listed here

What if My Order Never Arrives or is Stolen?

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

What if My Order Arrives Damaged?

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. 

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at service@dess-usa.com and we will be happy to work with you to remedy the situation.

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

You can file a shipping issue on Route’s app or via the web here. To file a claim, you will need your DESS 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.