What is route?
Route automatically connects to everything you've ordered from all your favorite retailers while allowing you to visually track your packages, anytime, anywhere. Add Route Package Protection at checkout to unlock full package protection and seamless resolution for order issues.
Why do I need Route Package Protection?
Route offers you "peace of mind" package protections for all of your orders at an affordable price. The cost to you is only around 1.5% of the cart value to fully protect your package in the event that it is lost, damaged, or stolen.
How do I report an order issue to get a replacement or refund?
Click here!
Note: Route only refunds the cost of the item(s) alone. Shipping, taxes, and the Route premium are not included. Route also does not pay custom/duty fees.
What happens when my order issue is resolved?
When an order issue is reported and resolved, your product will either be reordered or refunded depending on in-stock availability and percentage of discounts received. In some cases, order issues may not be approved per the Route Package Protection policies.
In this article, you can read more about what to expect in each scenario and where to reach out for further questions:
Reorder
Shortly after Route has processed your reorder, you will receive a confirmation email from MuscleGun that includes the new order number and receipt of purchase. Once MuscleGun has has fulfilled the order, you will receive another email with tracking information: tracking number, and a link via the carrier service (UPS, USPS etc.)
Every reorder placed through Route will also be covered by Route Package Protection in the case of lost, stolen or damaged items. So rest assured that you can always reach out to us should you experience another protected situation!
Lastly, we highly recommend downloading the app and utilizing Route's Visual Tracking in order to keep an eye on reorder package status updates and future orders in one, user-friendly place.
Refund
Refunds are calculated on the exact price you paid for the item(s) - excluding the cost of shipping, taxes, discounts, and Route Package Protection - and are processed via PayPal*
Once your refund has been processed, you should expect to see funds reflect in your PayPal balance within the next business day (if not much sooner). Sometimes it's tricky to navigate how to transfer those funds to your bank so you can also reference this PayPal article if you need help!
*Route uses PayPal due to their secure, user-friendly as our online merchants do not share your payment information with us, such as your credit card number, etc. For this reason, we are unable to directly refund your original payment at this time.
Currently, Route is developing some incredible additions to our series that would include the ability to put money right back into your pocket. However, until they release those features, PayPal is the safest, most efficient option for returning your money to you.
If you do not currently have a PayPal account, don't worry! PayPal is easy, fast, and free to set up, all you need to do is follow this link to get started:
https://www.paypal.com/us/webapps/mpp/account-selection.
If you have any questions regarding a reorder or refund completed through Route Package Protection, you can reach out here and they will be happy to assist however they can!
