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ROUTE Package protection

Q: What is ROUTE Package protection?

A:  Route, the leader in package protection offering “full” order package protection.

By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never arrives, we can easily file a claim with Route and your order will be automatically replaced.  

Search for answers to commonly asked questions ROUTE Help Center.

Q: How do I report an issue and file a claim with ROUTE?

  • Simply contact our customer support team at 888-548-0333 or help@caskcartel.com and we will be happy to assist you in filing the claim for replacement.
  • In some cases, you’ll be required to provide damage photos of the items or items.  High value orders may require a loss statement and or notary. Make sure you keep all packaging, materials, contents and legible shipping label.

Q: What is the timeline or deadline to report an issue using ROUTE?

Deadlines to report an order issue

When you purchase Route Package Protection, you can report an order issue for packages that may be lost, stolen, or damaged. Read Route Package Protection Policies.

All issues should be reported within 30 days of the order date.

Ensure you report an issue within the respective deadlines:

  • Damaged: Within 30 days of when the package was marked delivered.
  • Lost (domestic): Between 7* and 30 days from the last tracking update.
  • Lost (international): Between 20* and 30 days from the last tracking update.
  • Stolen: Between 5* and 30 days of when the package was marked delivered.

*Route requires these wait-to-file periods for stolen and lost orders as packages are sometimes delayed in transit or prematurely marked as delivered. 

*Claims for packages marked "delivered" yet have not been received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 30 days to ensure it was not misdelivered or easily found around the premises." 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.

Q: Do I need to purchase Route package protection?

A: We recommend purchasing Route Package Protection to fully protect your package in the event that it is lost, damaged, or stolen. However, Route is optional. You do not need to purchase Route Package Protection for your order, if you do not want to. By deselecting package protection, Cask Cartel is not liable for lost, stolen items, or items damaged while in transit - all claims should be filed through the Cask Cartel Customer Support Department.