Route Protection

What is Route Protection?
Route's Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so V. Chapman has partnered with Route to offer added assurance that you’re supported, no matter what.

How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded. Claims will be reviewed for approval within 1-2 business days from filing.  

Need to file a claim? Please visit the claims portal here!

Please note, Route protection is non-refundable. If your Route-protected order is approved for refund, the Route fee will not be refunded. 

What if My Order is Stolen?
Route covers stolen packages that are marked as "delivered" by the carrier, but not received. Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked, "delivered."

Please note, some order issues may require a police report to be filed.

What if My Order is Lost in Transit?
Route covers packages lost during transit. If 48 hours have passed from the estimated delivery date provided by the carrier, and no delivery or update has been made, Route will consider the order to be "lost" and can assist with next steps.

For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update.

For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update.

What if My Order Arrives Damaged?
Route covers damage that occurs during transit. If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

If your order has defects or you suspect it was damaged during manufacturing, please reach out to V. Chapman Customer Service, and we will be happy to work with you to remedy the situation.

How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can file a claim with Route here.

To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Further details regarding Route’s policies are listed here.

What are Route’s Terms and Conditions? 
For further details regarding Route’s terms and conditions, please visit their website here!