Return Policy

Route Shipping Protection

Overview

Our optional (but highly recommended) Route Shipping Protection safeguards your order against loss, theft, or damage during transit. By selecting this service at checkout, you can ensure a swift resolution in case of any shipping issues. For orders under $100, Route Shipping Protection costs $0.98. For orders over $100, the cost is 2% of your order subtotal.

Non-Returnable Items

  • Gift cards
  • Final sale items
  • Preorders
  • Trading Cards

Benefits of Shipping Protection

  • Peace of Mind: Rest assured that your purchase is protected from unforeseen shipping problems.
  • Quick Resolutions: In the event of an issue, we offer prompt solutions, including replacements or refunds.

Coverage Details

  • Lost Packages: If your tracking information hasn’t updated for 10 business days, your package may be considered lost.
  • Damaged Items: Should your order arrive damaged, please provide photographs of the packaging and the damaged items.
  • Stolen Packages: If your package is marked as delivered but you haven’t received it, please wait 48 hours to account for potential carrier delays.

Exclusions

  • Incorrect Address: Orders shipped to an incorrect address provided by the customer are not covered.
  • Non-Delivery Due to Customer Absence: If delivery fails due to the customer’s unavailability, protection does not apply.
  • Customs Issues: Delays or losses due to customs are not covered.

How to File a Claim

  • File a Claim: If you paid for shipping protection and have an issue, you can file a claim by going claims.route.com
  • Provide Details: Include your order number, a description of the issue, and any relevant photos.
  • Resolution: We will review your claim and offer a replacement, refund, or store credit as appropriate.

Reimbursement Method

  • All approved Route reimbursements will be issued digitally via Venmo or PayPal. We’re unable to process reimbursements through other methods such as checks, cash, or store credit. Customers will need to have an active Venmo or PayPal account to receive their reimbursement. If you experiencing issues with reimbursement, please contact us by texting or calling 801-296-9999.

Route Claim Verification

  • To help prevent insurance fraud, Route may require additional verification when processing a lost or stolen package claim, which can include submitting a government-issued ID and a biometric photo. These security measures are managed directly by Route and are used to protect customers and ensure claims are handled accurately. If you feel uneasy or have questions about the information Route is requesting, please contact our team at 801-296-9999, and we’ll be happy to assist you.

Cost of Shipping Protection

  • The cost of Shipping Protection is calculated based on your order value and will be displayed at checkout.

Customer Responsibilities

  • Accurate Information: Ensure all shipping details are correct at the time of purchase.
  • Secure Delivery Location: Provide a safe and secure location for package delivery.

Contact Us

For any questions regarding Shipping Protection, please contact us:

  • Email: support@proimagesports.com
  • Call: 801-296-9999
  • Text: 801-296-9999 (Available 24/7)

By offering Shipping Protection, we aim to provide a worry-free shopping experience, ensuring your orders arrive safely and promptly.