We have partnered with Route to offer enhanced protection for your orders. This service ensures that your purchase is covered against loss, damage, or theft during transit, providing peace of mind from the moment your package leaves our warehouse until it reaches your doorstep.

 How to Use Route Package Protection

  • Selecting Route Protection: During checkout, simply select the Route Package Protection option. The service cost will be automatically calculated based on your order value and added to your total. This small investment ensures your order is covered throughout its journey.
  • Benefits of Route Protection: With Route Package Protection, your order is safeguarded against unexpected issues such as loss, damage, or theft. If anything happens to your package while in transit, you can file a claim and receive a replacement or a refund, making it a hassle-free experience.
  • Filing a Claim: If you encounter any issues with your protected order, you can easily file a claim through Route’s Claims Page. You will need your order number and proof of loss or damage, such as photos or tracking information.
  • Quick and Easy Resolution: Once your claim is submitted, Route will review it and provide a resolution, usually within a few business days. This could include a replacement order, a refund, or credit towards a future purchase.

 Service Terms and Conditions

 1. Coverage

 1.1. Scope of Coverage: Route Package Protection covers orders that are lost, damaged, or stolen during transit from the warehouse to the specified delivery address provided by the customer at checkout.

 1.2. Requirements for Coverage: Route Package Protection must be selected and paid for during the checkout process. Orders without this selection are not eligible for protection under these terms.

 1.3. Restrictions: Coverage does not extend to orders shipped to countries subject to U.S. sanctions. For a full list of restricted destinations, please refer to the U.S. Treasury's Office of Foreign Assets Control (OFAC) Sanctions List (*).

 2. Filing a Claim

 2.1. Filing Procedure: Claims must be submitted through the Route Claims Page. Required information includes the order number, proof of loss or damage, and any additional documentation requested.

 2.2. Timeframes for Filing:

- Damaged Items: Must be reported within 15 days of delivery. Proof of damage, such as photos of the item and packaging, must be submitted with the claim.

- Lost Items: Must be reported within 30 days of the last tracking update. The package must be marked as “in transit” and not show any updates for the specified period before a claim is considered.

- Stolen Items: Must be reported between 5 and 30 days of the delivery date. This timeframe allows for potential recovery or incorrect marking as delivered.

2.3. Claim Review and Resolution: Route will review the information provided and determine the appropriate resolution, which may include a replacement order, a refund, or a credit, depending on the circumstances of the claim. 

3. International Coverage 

3.1. Availability: Route provides international coverage for shipments to most destinations. This includes protection for lost, damaged, or stolen items during transit, subject to each shipping carrier’s terms and conditions. 

3.2. Exceptions: Orders shipped to countries subject to U.S. sanctions are not covered. For further information, refer to the OFAC Sanctions List (*).

3.3. International Claim Timeframes:

- Stolen Packages: Claims must be filed between 5 and 30 days from the date of delivery confirmation.

- Lost Packages: Claims must be filed between 20 and 30 days from the last tracking update if no movement is recorded.

- Damaged Packages: Claims must be filed within 30 days from the date of delivery, including appropriate documentation of the damage. 

4. Customer Responsibilities

4.1. Accurate Information: Customers must provide complete and accurate shipping information at the time of purchase. Errors in delivery due to incorrect information provided by the customer are not covered.

4.2. Inspection and Reporting: Customers must inspect their packages upon delivery. Any visible damage should be reported immediately to the delivery carrier and through the Route Resolve Center. 

4.3. Supporting Documentation: To process claims, customers must provide supporting documentation, including but not limited to photographs of the damaged items, packaging, and shipping labels. Incomplete or insufficient documentation may result in the denial of the claim. 

5. Exclusions 

5.1. Incorrect Address: Orders shipped to incorrect or incomplete addresses due to customer error are not covered by Route Package Protection.

5.2. Post-Delivery Issues: Loss or damage occurring after the package has been delivered and confirmed by the carrier is not covered, including but not limited to theft from the delivery location.

5.3. Customs and Law Enforcement: Route does not cover items delayed in customs due to incomplete paperwork, unpaid fees, or items seized by law enforcement agencies. Customers are responsible for ensuring compliance with all local laws and regulations regarding their orders.

6. Fees and Refunds

6.1. Non-Refundable Fees: Once an order has been shipped, the Route Package Protection fee is non-refundable. This fee covers the cost of protection and administrative handling.

6.2. Refunds for Sanctioned Destinations: If an order is shipped to a country under U.S. sanctions, the Route protection fee may be refunded upon request, as the order itself will not be covered.

7. Carrier Delays 

7.1. Excluded from Coverage: Route does not cover delays caused by the shipping carrier, including but not limited to inclement weather, logistical issues, or carrier strikes. For information on handling such issues, please refer to our Shipping Policy.

8. Unforeseen Events 

8.1. Exclusions for Unforeseen Events: Route and the shipper are not liable for delays or issues resulting from events beyond reasonable control, including but not limited to natural disasters, wars, acts of terrorism, or governmental actions.

9. Customer Support

9.1. Contact Information: For assistance with Route Package Protection claims or other inquiries, customers can contact our customer support:

Email: info@fillerlux-usa.com

United States Hotline: 1-888-580-0508

United Kingdom Hotline: +44 20 3868 4994

10. Agreement

10.1. Acceptance of Terms: By selecting Route Package Protection at checkout, customers agree to the terms outlined in this policy and our Shipping Policy.

 

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* U.S. Treasury's Office of Foreign Assets Control (OFAC) Sanctions List: Comprehensive information on U.S. sanctioned countries and territories, which are not eligible for Route Package Protection coverage. https://home.treasury.gov/policy-issues/office-of-foreign-assets-control-sanctions-programs-and-information   
** Terms and Conditions: Full terms and conditions for Route Package Protection, outlining customer responsibilities and service exclusions. https://route.com/terms-and-conditions   
*** Service Compliance: Information on Route’s compliance with legal and regulatory standards for package protection services. https://route.com/compliance   
**** Package Protection: Detailed overview of Route’s package protection services, including coverage and benefits. https://route.com/protect