What is Route package protection?

What is Route, and why is it being used for my order?
Route is a leading provider of package protection and tracking solutions. We use Route to ensure that your seedlings are protected against heat damage, theft, loss, and mishandling during their transit to your home. Route also offers carbon-neutral shipping, contributing to more sustainable shipping.

Why do I need shipping insurance for my seedling orders?
Shipping insurance helps ensure the safe arrival of our living seedlings, which can be vulnerable during transit. While our packaging is designed to protect them under normal conditions, we cannot always guarantee they’ll arrive healthy without added coverage.
To help avoid potential issues, we now require shipping insurance for all seedling orders. This provides full protection against possible damage, loss, theft, or mishandling while your seedlings are in transit.

How much does the shipping insurance cost?
The cost of the shipping insurance is $2.65 per shipment. This small fee ensures that your seedlings are protected and that you have access to a hassle-free replacement process through Route.

When does this policy go into effect?
The updated shipping insurance policy is live as of July 4th and will remain in effect moving forward as a permanent offering. We recommend using it to ensure full coverage against potential damage, loss, theft, or mishandling during transit.

Checkout Process

How will I know if I need to add shipping insurance?
During checkout, a checkbox for Route insurance will appear at the breakout of your order. 
You can opt out, but doing so means your order will not be eligible for warranty coverage for shipping-related issues such as damage, loss, theft, or mishandling. 
A pop-up warning will appear explaining this if you disable insurance coverage. The insurance is optional but strongly recommended to protect your order during transit.

Can I opt out of the insurance?
Yes, you can opt out of the insurance at checkout. However, opting out means that your order will not be eligible for warranty coverage in case of damage, theft or loss.

Can I add Route insurance after placing my order?
Unfortunately, Route insurance must be added at the time of checkout.

What if I accidentally opted out of Route insurance but want to add it?
If you opted out of Route insurance during checkout but have concerns, please reach out to our customer service team as soon as possible.

Coverage Details

What does the shipping insurance cover?
The Route shipping insurance provides coverage for:
• Heat damage
• Loss or theft of the package
• Mishandling during transit
Adding Route also provides carbon-neutral shipping on your order.

Does the insurance cover all items in my purchase?
Yes, Route coverage applies to all items included in your order.

How can I verify that Route insurance was added to my order?
During checkout, you will see an option for Route insurance. You can verify that Route insurance was added by checking your order confirmation email, which will detail any insurance charges and coverage. You will also receive a separate email from Route confirming your coverage once the order is picked up.

Will Route insurance cover any damage to my seedlings after delivery?
Route insurance covers your seedlings during transit until they reach your doorstep. It does not cover damage that occurs after delivery, such as improper planting or care. We recommend following the care instructions provided.
If you suspect issues with your seedlings upon delivery, please reach out to us as soon as possible.

Are there any limitations to the claims I can make with Route?
While Route provides comprehensive coverage, there are limits to the number of claims that can be made for frequent or repetitive issues. It’s best to ensure that your shipping details are accurate and that you’re available to receive your package to minimize the risk of problems.

Handling Claims

How do I file a claim if my seedlings arrive damaged or are lost?
If you have Route insurance, you can file a claim directly through the Route app. Route will handle the replacement process, including placing a new order for you. This ensures a quick and convenient resolution without the need for you to contact us directly for replacements. You will have received an email from Route after your order is placed with instructions on how to file a claim if needed.

How quickly will I receive my replacement order if I file a claim?
Typically, replacement orders are processed and shipped as quickly as possible. The exact timeline may vary depending on your location and stock availability, but Route aims to provide timely replacements to minimize any inconvenience.

What happens if my replacement order is also damaged or lost?
If your replacement order faces issues such as damage or loss, it is covered under the same Route insurance. You can file another claim through Route, and they will guide you towards a resolution.

Special Cases
What about the seedlings included with my Farmstand?
For customers purchasing a Farmstand with included seedlings, Route insurance coverage will be included free of charge. You will see that the coverage is included at no extra cost during checkout.

Additional Information
Can I get a refund instead of a replacement if my seedlings are damaged?
Route will submit a reshipment of your damaged seedlings or provide a Lettuce Grow Gift Card for the value of the seedlings (and the value of any shipping fees, taxes, and Route coverage where applicable). If there are continued issues with replacements, Route may opt to provide seedling credits which we recommend you use once the hot weather cools down a bit.

How does Route provide carbon-neutral shipping?
Route offsets the carbon footprint of your shipment by supporting various environmental initiatives aimed at reducing carbon emissions. This means that for every order shipped, Route invests in projects that balance out the carbon impact.