Lost/Damaged In Transit InsuranceUpdated 5 months ago

PlanToys ensures peace of mind by offering insurance coverage for packages susceptible to loss, theft, or damage during transit.

We partner with Route Package Protection services to guarantee the safe delivery of your order. Route calculates insurance costs based on the total value of your order.

What Route Protection Covers & Available Solutions

Route Protection covers lost, stolen, or damaged packages by offering a resolution to either refund the original form of payment or have a replacement sent to the same address 1-2 days after the customer has filed a claim. Claims must be filled 60 calendar days from the order's date.

• Refunds: Route will cover the subtotal, shipping cost, and taxes. Route Protection is not refundable.
• Replacements: Route provides a convenient reorder service based on item availability. If any item in your order is out of stock, Route will arrange a refund for that specific item. The reorder will encompass the total amount, including shipping, taxes, and any additional Route coverage you had chosen for the initial order.

How To Opt in for Route Protection

Once your cart is ready for checkout, you can activate the Package Protection by toggling it to the right. As you continue adding more items to your cart, the cost of Route insurance will adjust to accommodate the additional items. If you decide against purchasing Route insurance, you have the option to effortlessly remove it from your cart by toggling the switch to the left before proceeding to checkout.

Route Protection cannot be purchased after an order has been placed.

Route Protection is On

Route Protection is Off

Why We Recommend Purchasing Route

The global reality of package theft is becoming increasingly concerning, exemplified by the staggering 90,000 packages disappearing in New York City alone. This issue is heightened by the yearly growth in online ordering, particularly during the hotter and colder months, which leads to a surge in package volumes for shipping carriers, subsequently making package loss more probable. We highly recommend opting in for insurance coverage to safeguard your order and offer peace of mind. 

If you choose not to purchase Route insurance and encounter a situation where your order is lost, stolen, or arrives damaged, PlanToys cannot assume responsibility for covering the cost of a refund or replacement. It is crucial to understand that opting out of Route insurance may leave you liable for any potential losses or damages that may occur during the transit of your order.

Route Pricing

When To File A Claim

• The Order Status Indicates “Delivered,” but It Has Not Been Received: In such instances, packages typically show up within 24 hours from Monday to Friday, provided that the delivery address is accurate. It's highly probable that your order is still in transit or might have been delivered to a nearby resident. If your order fails to reach the correct address within 24 business hours, you have the option to file a claim for further assistance or resolution.
• Theft & Lost Packages: If there has not been any movement on your shipment, or it was not received, you are eligible to file a claim no earlier than 2 calendar days, and no later than 30 calendar days.
• Damaged: In the event that you receive your order in a damaged condition, it is essential to provide photos as evidence to initiate a claim. The claim should be filed within a maximum of 15 calendar days from the delivery date.

More details on Route's policies can be found here.

How To Report a Lost, Stolen, or Damaged Order

If you purchased Route Protection, you can file a claim through the app, or on the web via this link. 

An order number and the email address that was used to place the order are required for filing a claim.

Consider downloading the Route app to easily track your order and monitor a potential claim.

• iOS
• Google

Click here to review all of Route's terms and conditions.