Smart Puffz has partnered with Route Package Protection to offer coverage for lost, stolen, and damaged items of customers. To understand the specific items covered under these categories, it is advisable to review policies below thoroughly:
Out of Stock
LOST ITEMS POLICIES
Undelivered Packages
- Claims for packages presumed undelivered by the carrier (where the status isn't "delivered") should be initiated no earlier than 7 days following the last tracking update for domestic shipments in the United States (20 days for international shipments, including Canada, except when a Canadian merchant ships within Canada; in such cases, the 7-day domestic shipment timeline applies). Claims must be filed within 30 days from the final checkpoint.
Estimated Delivery Date
- If 48 hours elapsed beyond an estimated delivery date provided by the carrier without any delivery or update, Route will consider the order "lost" and offer assistance with the subsequent steps.
- There are instances when carriers are unable to deliver packages due to an invalid address or unforeseen delivery obstacles. In such cases, the carrier might return the package to the sender/retailer. It's important to note that the customer's package isn't genuinely lost, and therefore, Route does not provide coverage. In situations where the item can be reused and is returned to the sender, customers will be directed back to the retailer.
- Exceptions apply to retailers shipping perishable items (e.g., food or non-reusable mattresses).
- If a customer orders multiple items in a single package and only part of the order arrives without any signs of tampering, Route does not cover this issue. The customer will need to contact the retailer for assistance.
- For orders shipped in multiple packages and if one of them fails to arrive, Route will address the issue and either reorder or refund the undelivered package.
- If the retailer overlooks shipping an item from the customer’s order, the customer should contact the retailer directly to fulfill the missing items.
- Route does not cover packages labeled return to sender because the order has been sent back to the retailer. Items are returned to sender when a customer provides an invalid or undeliverable address or refuses a delivery.
- At our discretion, we may cover the order issue if the returned item is perishable or if the retailer is unable to reuse it.*
- Route covers the customer's order if the package gets lost in-transit back to the sender, if the package was returned to sender due to a carrier error.*
*Please note: Route Package Protection timeframes for filing apply.
Order detained in customs
- Route does not cover instances where a customer’s order is held up at international borders or customs.
- In such cases, the customer is responsible for settling any customs fees to facilitate the package's release.
- In certain circumstances, if Route replaces an item for which the customer has already paid customs fees, and at Route’s discretion, Route may approve and cover the customs fees for the replacement shipment.
- When a customer's order is labeled as unfulfilled or unshipped, it means the retailer has not yet processed the order due to potential inventory shortages or internal fulfillment delays.
- Route Package Protection remains inactive until the order is shipped, as the order fulfillment process is not yet initiated.
- If a customer files an order issue on the same day the package is marked as delivered, Route may, at its discretion, request the customer to wait for 5 days. Sometimes, carriers (such as FedEx, USPS, UPS, DHL, etc.) prematurely label packages as delivered when they are still in transit.
STOLEN ITEMS
Delivered but Missing Package
- Order issues for packages marked "delivered" yet not received are considered stolen, and must be filed 5 days after “delivery date” but no longer than 30 days to ensure it was not mis-delivered or easily found around the premises.
- Filing an Online Notarized Incident Statement: At our discretion, Route may require an online notarized statement when the customer’s package is marked as delivered. If requested, the customer will be given clear steps to complete this requirement via the claims filing process.
- If the customer input the correct address at checkout and the package was delivered to the wrong address, Route considers this as stolen and we will replace the order on behalf of the customer.
DAMAGED ITEMS POLICIES
Damaged Item Arrived
- Claims for damaged orders must be lodged within 30 days from the delivery date.
- In the event a customer receives a broken item, particularly items requiring proper disposal (e.g., shattered glass), the customer should adhere to local city ordinances for appropriate disposal.
- Unless otherwise specified by the retailer, there's no need for the customer to return the broken item.
- An item is deemed damaged if it arrives in a state rendering it unusable.
- Route necessitates additional evidence regarding the damaged item from the customer, such as additional photos, videos, etc.
- Route refrains from reordering customized items for customers due to the potential liability associated with inaccurately ordering the custom item. Instead, Route can offer a refund.
Out of Stock
- Route lacks visibility into a retailer's inventory or information on restocking timelines.
- For items that are out of stock, Route can facilitate a refund. The customer can utilize this refund to purchase the item when it becomes available again.
GENERAL POLICIES
Input wrong address- If the customer entered the wrong address at the time of order, Route does not cover this.
- The customer needs to reach out to the retailer to remedy the incorrect address.
- If the customer is unsatisfied with their product, Route is not a product replacement plan and the order issue cannot be approved.
- The customer needs to reach out to the retailer. This request may be covered under the retailer’s return policy.
- Route can action an order issue that is filed within the bounds of our domestic/international timeline policy. If an order issue is filed outside of this timeline, Route will deny the order issue according to these policies:
- Order issues for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 30 days to ensure it was not mis-delivered or easily found around the premises."
- Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the scheduled delivery date for United States domestic shipments (20 days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the 7 day domestic shipment timeline applies) and within 30 days from the last checkpoint.
- If the customer’s package is delayed for whatever reason, Route will not cover it.
- Carriers update their website with expected delays due to inclement weather or other barriers to expected delivery.
- If the customer paid for expedited shipping but the package arrives outside of the expected window, Route will not cover it.
- For payment installments (Sezzle, Afterpay, etc.), it is the customer’s responsibility to pay the payment installment company directly.
- Once Route refunds the customer for their order, the customer must pay their installments to the payment installment company directly.
- Route reserves the right to deny order issues where no tracking number/information is available. In these instances, Route will reach out to the retailer to see if one can be provided.
- Route reserves the right to deny order issues where package tracking is marked as "pre-shipment".
- Route is based in the United States of America. Due to shipping policies in the US, Route will not cover issues shipped to countries that are not sanctioned by the US. List available here
- If a customer does not respond within 5 days, Route will automatically close the order issues. Customers can open the order issues back up by responding to the original thread.
- If the customer’s package has not shipped, Route can refund the Route premium.
- If the item has shipped, Route is already protecting the package and cannot refund the customer.
- Route doesn’t upload our employee’s proof of ID to replace the customer’s order.
- If the customer ordered from a store that requires the extra ID verification step, Route can offer the customer a refund instead to protect each party’s identity.
- Welcome to our Partners page, where we celebrate the strong collaborations that drive our success. We're proud to work with a network of trusted partners who share our commitment to excellence. Below, you'll find a list of our valued partners along with their contact numbers. Should you have any inquiries or wish to explore potential partnerships, don't hesitate to get in touch. We look forward to connecting with you and growing together.
