Package Protection Policy
We know how frustrating it is to have something happen to your order, whether it is damage on arrival, stolen or lost orders, rest assured that you’re supported.
Prism Platinum is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Package Protection at checkout, your order will be protected from loss, damage, or theft. In the unfortunate case that your order never arrives or is damaged upon arrival, you can easily file a shipping claim with Route and receive a replacement or refund. We highly recommend that you add Package Protection at checkout.
You can also utilise the Route’s official App to visually track all of your online orders in one place and easily file a claim with their team. Route is a must partner of your shopping experience to ensure that you are in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download below:
What is Route?
Route is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Package Protection can be added during checkout.
Every time you add Green Package Protection to your order, Route donates to support an agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem.
Purchased Route's Package Protection and looking to file a shipping issue online? File here
Why do I need Route Package Protection?
Route offers you ‘peace of mind’ package protection for all of our orders at an affordable price. You will not need to contact the shipping company and claims are resolved quite quickly. This saves substantial time trying to claim for compensation through the shipping company.
If you still cannot find an answer to your route protection query please get in touch with us at support@prismplatinum.com and we will endeavour to respond within 48 hours.
Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes.
Reorders: Once Route has approved the claim the Prism Platinum support team will organise a reorder for you.
When Should I File a Claim?
Marked As Delivered (Stolen)
- Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered.
- Please note, some order issues may require a police report to be filed.
Stuck In Transit (Lost)
- For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
- For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
Damaged
- Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 30 calendar days from when it was marked delivered.
All of Route’s policies are listed here
What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route 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. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order. Please also follow the additional steps:
- Click on “Resolve Issue”
- Click “Damaged Item”
- Add photographs and/or videos
- Add details of the claim
Once the issue is reported, Route will assess the issue using Route’s policy rules to determine whether it qualifies for a replacement order or refund.
In the case where the issue does qualify, Route will process a refund. If you have requested for a replacement, the Prism Platinum support team will organise a replacement order to be sent out.
If the reported issue doesn’t qualify, Route will notify you via the issue status page as to why the request has been denied.
What does Route Package Protection NOT cover?
1. Input wrong address
Neither Prism platinum or route protection will be liable for a misdelivery if customers input the incorrect address at checkout. Please triple check your address at checkout
2. Quality control
If you are unsatisfied with the product, Route Protection will not cover for this. Please get in touch with Prism Platinum directly and we can see where we can help with this!
3. Claims made outside time frame
Claims made too late will be rejected. Please read the timeframes carefully and ensure to make a claim on time.
4. Damages from manufacturing error
Route will not cover this. Please get in touch with Prism Platinum directly and we can see where we can help with this!
Is Route Package Protection included with every order?
No, it is an additional add-on. Please ensure Package Protection is checked to be included with your order.
I just ordered and forgot to add Route Package Protection. Can you add it for me?
Unfortunately, we are unable to amend orders once they have been placed. Please submit a support ticket and we can try and cancel the order. You will need to make the order again with Route Package Protection included.
What are Route’s Terms and Conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Is Route a Licensed Insurance Company?
While Route itself is not an insurance company, Route is authorised to provide access to shipping insurance. It does this through its entity, Safe Order Solutions, which is licensed to sell the shipping insurance issued by Seg Insurance Ltd. This makes Route's Protect product legal and compliant for brands to offer as shipping insurance to their customers.
