We offer Route package protection and insurance to all of our customers through an “opt-out” option during the check-out process. This means that Route is selected by default and our customers can choose to remove it. 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.
By adding package protection at checkout, our customers can protect their package 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. However, if you are unhappy with your purchase in any way, please contact Customer Service at 907-299-6859 or email firstname.lastname@example.org and we will work with you in order to complete your satisfaction.