We provide Route package protection and insurance to all of our customers along with their order. Once a customer completes an order, Route will send a separate email from The Popsie Fish Company’s order confirmation, which provides information on downloading the Route app, tracking, Route specific ID, and the claims process. With Route package protection, our customers have access to automatic package tracking, real time shipping updates, and instant issue resolution.
Package protection means that our customer's packages are protected from being lost, damaged, or stolen in transit. All claims will be placed through the Route website. Route will answer customer claims within 24-48 hours after filing.
Claim policies include:
- Stolen: mark as delivered but customer did not receive. File must be claimed between 5-14 days from when it was marked delivered. Orders over $100 will require a police report.
- Lost: stuck in transit; status of the order has not changed in 7 days. Files must be claimed between 7-30 days from last update.
- Damaged: require photos for proof of damage; this includes spoilage.
We cannot accept returns. Because our product requires dry ice to ship frozen, we cannot accept returns. However, if you are unhappy with your purchase in any way, please contact Customer Service at 907-299-6859 or email email@example.com and we will work with you in order to complete your satisfaction. Our extensive package protection covers almost all issues that could occur during shipment.