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Adirondack Guitar has partnered with Route to provide package protection and tracking to all our customers free of charge. Traditionally, we would insure shipments through the Carrier (FedEx, USPS or DHL) but we often found ourselves waiting weeks to get answers only to make any shipping issue a miserable experience for both you and us.
With Route, we now have a partner with automated claims processing for a majority of cases and fast handling of anything that falls outside of instant decisions. We feel this will provide you a faster, easier experience in replacing or refunding any issues that may occur. Below is some additional information to help you answer any questions you may have.
Route Protect is premium package protection for your online orders. When you add Route Protect at checkout, you can easily file issues for lost, stolen, or damaged packages in the unfortunate case that they arise.
Download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
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, but please note that items can only be replaced depending on in-stock availability. All reorders have Route Shipping Protection added, for free!
Marked As Delivered (Stolen)
Issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered
Orders over $100 USD require a police report
Stuck in Transit (Lost)
Issues can be approved no earlier than 7 days and no later than 30 days from the last update (US), 60 days from order date
Issues can be approved no earlier than 20 days and no later than 30 days from the last update (International), 60 days from order date
Damaged
File issues for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered.
To protect your order against loss or theft, add Route package protection at checkout.
When you add Route Protect, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.
To protect your order against damage that occurred during shipping, add Route Protect (package protection) at checkout.
When you add Route Protect at checkout, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at ( YOUR BRAND'S CONTACT INFO ) and we will be happy to work with you to remedy the situation.
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 here.
Haven’t downloaded the app yet? Download here
Yes! When you insure your orders with Route Protect, stolen items are eligible for reorders or refunds.
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/.
Yes. Route is a licensed insurance company with SEG Insurance Ltd. as its partner.