De Wine Spot has partnered with Route, the leader in package protection and tracking solutions. By selecting Route+ at checkout your order will be protected from damage, loss, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route (through Route app, available on iOS and Android) and receive a replacement or be fully reimbursed*. We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout.
IMPORTANT:
- Claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the package was marked "delivered."
- Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint.
- Claims for damaged packages require photos of the damage.
- *Claims only cover the cost of the product and exclude shipping, taxes, and other non-product related fees/charges
Frequently Asked Questions:
Q: What is Route?
A: We’ve partnered with Route - a package protection and tracking solution - to give
our customers the best possible delivery experience. Route offers a few options to
improve the experience:
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.
Purchased Route+ and need to file a claim? File here
The Route App (Free)
The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers, dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.
Haven’t downloaded the app yet? Download on iOS or Android
Q: Where is my order?
A: Download Route’s mobile app for iOS or Android to visually track your
package and receive real-time notifications on its estimated delivery.
Q: What if my order never arrives?
A: To protect your order against loss, add Route+ package protection at
checkout. When you add Route+, you can easily file claims for lost 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: What if my order is damaged?
A: To protect your order against damage that occurred during shipping, add Route+
package protection at checkout. 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.
If your order has defects or you suspect it was damaged during manufacturing, please
reach out to us at Dewine Spot and we will be happy to work with you to remedy the situation.
Q: What do I get when I insure my order with Route+?
A: 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: What are Route’s terms and conditions?
A: Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Q: How do I file a claim for my lost or damaged order?
A: 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: Is Route a licensed insurance company?
A: Yes. Route is a licensed insurance company with the biggest name in the shipping
insurance as its partner, Lloyds of London.
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