We introduced Route to our checkout and shipping process – now every order placed through our online store will receive premium package tracking services from Route. We also recommend downloading the Route App to keep visual tabs on your package, monitor shipping progress with push notifications and keep track of every online order all in one place!
We also implemented Route’s premium shipping protection; Route+. Add Route+ at checkout to ensure your order is protected in the unfortunate case of a lost, stolen or damaged package.
100% coverage of lost, stolen or damaged packages
Effortless claims filing* through the Route App
Basic claim resolutions within 24 hours of approval
Customer service representatives available 24/7
*Domestic claims are eligible to be filed within 30 days from when the item shipped; International: 45 days.
Biosilk Haircare is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout.
*Claims for packages marked “delivered” must be filed after 5 days and before 15 days from the date the package was marked “delivered.” 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.
What is Route?
We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers a few options to improve the experience:
Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.
Purchased Route+ and need to file a claim? File here
The Route App (Free)
The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers, dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.
Haven’t downloaded the app yet? Download here
Where is my order?
Download Route’s mobile app for iOS from the App Store to visually track your package and receive real-time notifications on its estimated delivery.
What if my order never arrives or is stolen?
To protect your order against loss or theft, add Route+ package protection at checkout.
When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
What if my order is damaged?
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at firstname.lastname@example.org and we will be happy to work with you to remedy the situation.
What do I get when I insure my order with Route+?
Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
What are Route’s terms and conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/.
How do I file a claim for my lost, stolen or damaged order?
If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/.
Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.
Does Route+ cover stolen items?
Yes! When you insure your orders with Route+, stolen items are eligible for reorders or refunds.
Is Route a licensed insurance company?
Yes. Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.