Kringle Candle is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Route Protect at checkout, your order will be protected from loss, damage, or theft. In the unfortunate case that your order never arrives or is broken upon arrival, you can easily file a shipping issue with Route and receive a replacement or be reimbursed. We are excited to offer this service to you and we highly recommend you use Route package protection at checkout.
Quick FAQ's
How much does Route cost:
Kringle offers Route Shipping Protection for a flat rate fee of $1.95 no matter the shipping location and 2% of product order total over $100 no matter the shipping location.
Can I remove ROUTE from my order?
• Route Protection is automatically added to your cart at checkout and you are able to opt out if you are not interested in protecting your order. Just click the "Remove" during checkout and it will be removed from your cart. If you didn't wish to purchase and it was added to your cart, contact our customer service team and they will process a refund for you. Email: customerservice@kringlecandle.com
• If your order already shipped with the protection plan, we apologize as we are unable to refund ore remove the insurance.
What does Route cover?
• Route Shipping Insurance covers lost, damaged or stolen packages and Route will replace or refund any lost, stolen or damaged items and will place a reorder on our site for you if replacing.
Simply contact Route via your tracking or confirmation email if any issues and Route will take care of for you!
• For damaged items: require photos of damaged products as well as package/box
• For stolen packages, may require a police report when items are over $100 value
How do I track my order with Route?
Tracking with Route is easy to use!
When downloading the Route tracking, you can track your order in real-time and accurate location tracking in case you need to be home when your package arrives.
FAQ'S
When to use: Visual Tracking Only (No Route Protect)
What is Route?
Route is a platform that allows you to visually track all of your online orders in one place. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. There is no longer a need to dig through your email for tracking numbers, as Route makes it easier than ever to follow along with your package’s journey.
Haven’t downloaded the app yet? Download here
When to use: Route Package Protection and Visual Tracking
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 your post-purchase experience.
Route Protect
Route Protect is premium package protection for your online orders. When you add Route Protect at checkout, you can easily file issues for lost, stolen, or damaged packages in the unfortunate case that they arise.
Purchased Route Protect and need to file a shipping issue? File here
What if my order never arrives or is stolen?
To protect your order against loss or theft, add Route package protection at checkout.
When you add Route Protect, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.
Marked As Delivered (Stolen)
- Issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered
- Orders over $100 USD require a police report
Stuck In Transit (Lost)
- Issues can be approved no earlier than 7 days and no later than 30 days from the last update (US), 60 days from order date
- Issues can be approved no earlier than 20 days and no later than 30 days from the last update (International), 60 days from order date
What if my order is damaged?
To protect your order against damage that occurred during shipping, add Route Protect (package protection) at checkout.
When you add Route Protect at checkout, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.
Damaged
- File issues for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at customerservice@kringlecandle.com and we will be happy to work with you to remedy the situation.
How do I file a shipping issue for my lost, stolen or damaged order?
If you insured your order with Route Protect 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.
Haven’t downloaded the app yet? Download here
Does Route Protect cover stolen items?
Yes! When you insure your orders with Route Protect, stolen items are eligible for reorders or refunds.
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?
Yes. Route is a licensed insurance company with SEG Insurance Ltd. as its partner.
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When to use: Route Package Protection Only
No Route Track or Engage enabled
What is Route Protect?
Adding Route Package Protection to your order at checkout means that your order is protected against being lost, damaged, or stolen. In the unfortunate instance that you experience one of these inconveniences, you can report an issue with Route and they will work with you to make sure you get the resolution you prefer.
Purchased Route Protect and need to file a shipping issue? File here
When to use: Route Package Protection and Visual Tracking
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 post-purchase experience.
Route Protect
Route Protect is premium package protection for your online orders. When you add Route Protect at checkout, you can easily file issues for lost, stolen, or damaged packages in the unfortunate case that they arise.
Purchased Route Protect and need to file a shipping issue? 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 here
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When to use: to answer general shipping, tracking, and issues questions
Where is my order?
Download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
Route Refunds vs Reorders
Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.
Reorders: Route will reorder the items, but please note that items can only be replaced depending on in-stock availability. All reorders have Route Shipping Protection added, for free!