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Route+ Package Protection

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Neon Minx is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed.

We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout.

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Route+ benefits: 

  • 100% coverage of lost, stolen or damaged packages 
  • Effortless claims filing* through the Route App  
  • Basic claim resolutions within 24 hours of approval 
  • Customer service reps available 24/7 

We love our customers and are always striving to provide you with the best possible shopping experience and hope the addition of Route will help you shop with even more confidence!

*Claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the package was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint. *Domestic claims are eligible to be filed within 30 days from when the item shipped; International: 45 days.

Route offers Protection for Lost, Damage and Theft of your orders.

NeonMinx.com covers damaged items and orders that were incorrectly delivered due to en error on our behalf. However, standard shipping only includes liability up to delivery. After an item is delivered, we are not liable for its security nor for theft that occurs after delivery.

If you live in an area that is prone to package theft or cannot be home to receive your orders, we highly recommend adding Route+ Package Protection to your orders for peace of mind. If you chose to add Route, you can protect your packages even after they are delivered, if they are lost, stolen or damaged. Route will cover the cost of items affected by claims (less shipping fees, taxes and the Route premium).

How Route Protection Works:

Route is a third-party insurance provider that insures the value of your order if you add it on to your order at checkout. This protection is provided from Route to you, and claims are between Route and you for lost/damaged/stolen packages that qualify. You don't have to file claims with postal couriers or worry about losing the value of orders that are covered by their policy.

Is Route a licensed insurance company?

Yes. Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.

Route’s terms and conditions are listed here:https://route.com/terms-and-conditions/.

How do I add Route Package Protection to my order?

It's simple - make sure the On button above the checkout button is clicked to add Route protection to your order. For orders under $100, Route charges $0.98 typically. For orders above $100, they charge around 1% to insure your shipments.

How do I file a claim with Route?

When you purchase a product with Route+ package protection, you will get an email with your Route Order ID and a link to file a claim. Open their email, get your your Route order ID, and click File A Claim to reach their form.

What are the deadlines to file a claim with Route?

The deadlines to file claims with Route are as follows:

  • Damaged: within 15 days of delivery.
  • Lost: within 30 days of last tracking update. Route may ask you to wait up to 5 business days to make sure the package is not recovered before processing a claim.
  • Stolen: within 15 days of package being marked as delivered. Route may ask you to wait up to 5 business days to make sure the package is not recovered before processing a claim.

How does Route Protection work for Lost or Missing Packages?

Marked as delivered, but missing package:

1. Route may require a police report to be filed and a copy of the police report and number.
2. Route may require additional documentation such as proof of identity and address.

Invalid address or delivery issues:

If a package cannot be delivered due to invalid address, Return to Sender, or unexpected delivery barriers:
    1. Most likely, the package will be returned to our fulfillment centers. Items will then fall under Neon Minx’s policies regarding returned packages/undeliverable addresses.
    2. If the item is lost or damaged during this, then it will fall under Route’s claims process.

How does Route Protection work for Stolen Packages?

Marked as delivered, but package is not at location:

1. On orders over $100, Route requires proof of a police report OR video evidence of the package being stolen.
2. Route may require additional documentation such as proof of identity and address.

Delivered to wrong address:

If the customer put the correct address at checkout and the package was delivered to the wrong address, Route considers it stolen and will replace the order on the behalf of the customer.

How does Route Protection work for Damaged Items?

  • If an item is fractured, shattered, bent, crushed etc and is unusable, Route may require evidence of damage.
  • Route does not cover cosmetic damage like scratches and dents, packaging malfunctions or unsealed items. At their discretion, they may offer a partial refund for cosmetic damage.
  • For items that become out of stock, Route can offer a refund.

I didn't mean to order Route. Can I get a refund?

  • If your order has not yet shipped, Route can refund the premium.
  • If your order has already shipped, Route is protecting your order and cannot be refunded.

Other Route Policies

  • Route does NOT cover if you input the incorrect address.
  • Route does not cover product dissatisfaction or returns.
  • Route does not cover claims filed outside of their timeline policy.
    • Claims for packages marked Delivered must be filed between 5 and 15 days after it is marked delivered by the courier.
    • Claims for packages presumed to be lost, where status is not Delivered, must be filed between 7 and 30 days from the last tracking update.
  • Route does not cover delays in shipping or expedited shipments that do not arrive on time. Route will not reimburse for shipping costs in these cases.
  • Route will not reimburse payment installment companies. Route will pay the customer directly and it is the customer's responsibility to pay the installment company.
  • Route will close claims if a customer does not respond within 5 days.

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