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In an effort to provide more safety and assurance for our customers, we’re happy to announce that My Outfit Online is now integrated with Route, a shipping insurance company that offers complete shipping protection for all of our customers.
Q: What is Route?
Route Shipping Insurance is a low cost, optional add-on for your My Outfit Online orders, with 100% coverage for customers who want that extra level of assurance and protection from lost, damaged or stolen packages. At only 98¢ for orders under $100, or 2% of the total for orders over $100, the cost is minimal for that peace-of-mind.
When you purchase Route at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that it occurs. Route will either reorder your product for you or will refund the actual cost you paid for your item(s), excluding taxes and shipping.
If you elect to not purchase Route insurance, My Outfit Online does not insure packages for loss, theft or damage during the shipping process. Claims must be filed by you directly with UPS
IF YOU CHOOSE TO NOT PURCHASE ROUTE PACKAGE PROTECTION, YOU WILL NEED TO DE-SELECT IT AT CHECKOUT
Q: What do I get when I insure my order with Route?
Route is premium package protection for your online orders. When you add Route at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
Q: Where is my order?
Download Route’s mobile app for iOS from the App Store to visually track your package and receive real-time notifications on its estimated delivery.
Q: What if my order never arrives, is stolen, or arrives damaged?
To protect your order against loss or theft, purchase Route package protection at checkout. If your package is lost, stolen or damaged, you can file a claim with Route. It will be reviewed for approval for a reorder or refund within 24 hours.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at firstname.lastname@example.org and we will be happy to work with you to solve the issue.
Q: How do I file a claim for my lost, stolen or damaged order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/
Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.
Q: Doesn’t My Outfit Online already cover lost or stolen packages through their customer service?
We always try our best to serve our customers as quickly as possible, and while we will be able to assist you in most situations, working with our shipping companies can oftentimes result in filing a claim that may or may not be resolved.
By purchasing shipping insurance with Route, completing a claim is only a click away, and allows your claim to be processed within 24 hours. Your replacement item will get to you in no time at all!
Q: What if my package gets lost, and Route replaces it by ordering another new product for me, and then that package gets lost. Does Route cover that too?
It does! When Route re-orders items for you, they are still covered by Route - so even the second order is insured.
Q: When do I file a claim?
An item is considered lost if it is never reported as Delivered. This can also include if your order has been stuck in any shipping state OTHER than "Delivered" You may file a claim if enough time has been allowed for delivery to take place and it's well past the expected delivery date, or if your order is stuck in a shipping state other than "Delivered"
Claims are considered "lost" after 7 days without a tracking status update (20 for international) and must be filed no later than 30 days from the last update.
If your item arrives damaged, unusable, or otherwise in an unacceptable condition, we invite you to file a claim right away. Please remember to include pictures of the item(s) and packaging. Claims for damaged item(s) can be filed right away. Damaged claims must be filed within 15 days from the date it was marked delivered.
Route considers packages marked "delivered" (and not received) as stolen. We ask that you wait 5 days from the day the package was marked delivered; it is common for packages to be scanned as delivered and not show up for a few days. Stolen claims must be filed within 15 days from the date it was marked delivered. Please know that orders that are stolen with a purchase price greater than $100 will REQUIRE a police report.
Q: What are Route’s terms and conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Q: Is Route a licensed insurance company?
Yes. Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyd's of London.