Route FAQ

Route Package Protection covers lost, stolen, and damaged items that fit the following criteria. Kies Motorsports has implemented serivces offered by Route in order to provide an easier customer experience when dealing with damaged, lost, or stolen packages. Please carefully review the policies to understand what lost, stolen, and damaged items Route will cover.

Note: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.

When replacing an item, Route covers the subtotal of the order and the Route premium. Shipping costs and taxes are not included. Route also does not pay custom/duty fees.

Packages presumed to be lost

• Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the scheduled delivery date for United States domestic shipments (20 days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the 7 day domestic shipment timeline applies) and within 30 days from the last checkpoint.

Invalid address or delivery barriers

• Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender/retailer. The customer’s package is not actually lost, thus Route does not cover this. In instances where the item is being returned to the sender and is reusable, customers will need to contact Kies Motorsports.

Only part of the order delivered

• If the customer ordered several items in one package but only part of the order arrived and there is no evidence of tampering, Route does not cover the order issue. Route may refer you back to Kies Motorsports for further action.
• If a single order is being shipped in multiple packages and one package does not arrive, Route will cover the order issue and reorder or refund the value of the undelivered package.
• If Kies Motorsports did not ship an item from the customer’s order, the customer needs to reach out to us first to have the missing items fulfilled, and not file a claim with Route.

Packages labeled "return to sender"

• Route does not cover packages labeled return to sender because the order has been sent back to the retailer. Items are returned to sender when a customer provides an invalid or undeliverable address or refuses a delivery.
• Route does, however, covers the customer’s order if the package gets lost in-transit back to the sender.
• Note:: This is different than an RMA situation where a customer is intentionally trying to return an item to Kies Motorsports. If you are returning an item, it is 100% your responsibility to purchase insurance on your shipment. If a return label is generated from Kies Motorsports directly, there will already be shipping insurance included. Route does not play a role for RMAs.

Order stuck in customs

• Route cannot cover when a customer’s order is stuck in international borders/customs.
• The customer’s next step is to pay the customs fees in order to receive the package.
• If Route replaces something the customer has already paid customs on, under Route’s discretion, Route may approve and pay customs the second time.

Order marked as unfulfilled or unshipped

• If the customer’s order is marked as unfulfilled or unshipped, the order hasn’t been fulfilled yet by the Kies Motorsports (potentially due to low inventory, internal delays with the fulfillment center, etc.).
• Route does not control how quickly the retailer ships the customer’s order. Route Package Protection is not yet in action because the order has not shipped.

Order issue filed too soon

• If the customer is filing an order issue the same day that the package was marked as delivered, at our discretion Route may ask you to wait 5 business days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.

Delivered but missing package

At our discretion, Route requires a police report when the customer’s package is marked as delivered.

1. Customer files the police report and includes an explanation that Route is a package protection company that has protected the customer’s package that has been stolen. To process the order issue with Route, Route is requiring a police report.
2. Send Route the police report PDF & number in the order issue.

Upon request, Route can require additional documentation (e.g. proof of identity, address, etc.).

Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony

**Order issues for packages marked "delivered" yet not received are considered by Route as stolen and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises.

Filing a police report

• On orders over $100, Route requires evidence of the police report
• Customer files the police report and includes an explanation that Route is a package protection company that has protected the customer’s package that has been stolen. To process the order issue with Route, Route is requiring a police report. Once filed, the customer sends Route the police report PDF & number in the order issue.
• Upon request, Route can require additional documentation (e.g. proof of identity, address, etc.).

Delivered to wrong address

• If the customer input the correct address at checkout and the package was delivered to the wrong address, Route considers this as stolen and we will replace the order on behalf of the customer.

Broken items

• If the customer received a broken item and needs to dispose of it (i.e. shattered glass), the customer needs to check their city ordinances and dispose of it properly.
• The customer does not need to ship it back to the retailer (unless the retailer indicates otherwise).

Damaged items

• A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.
• Route does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. At our discretion, we may offer a 15-30% refund depending on the severity of the cosmetic damage.
• Route requires further evidence of the customer’s damaged item (i.e. more photos, videos, etc.).

Input wrong address

• If you've entered the wrong address at the time of order, Route does not cover this.
• Customer needs to reach out to Kies Motorsports directly to remedy the incorrect address.

Quality control

• If you are unsatisfied with a product, Route is not a product replacement plan and the claim cannot and will not be approved.
• You will need to reach out to Kies Motorsports and follow our store policy guidelines for further action.

Too late to file

• Route can action an order issue that is filed within the bounds of our domestic/international timeline policy. If an order issue is filed outside of this timeline, Route will deny the order issue according to these policies:
• Order issues for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises."
• Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the scheduled delivery date for United States domestic shipments (20 days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the 7 day domestic shipment timeline applies) and within 30 days from the last checkpoint.

Expedited shipping hasn't arrived

• If your package is delayed for whatever reason, Route will not cover it.
• Carriers update their website with expected delays due to inclement weather or other barriers to expected delivery.
• If the customer paid for expedited shipping but the package arrives outside of the expected window, Route will not cover it. This is also the responsibility of the carrier.

Payment installment companies

• For payment installments (Affirm, Sezzle, Afterpay, etc.), it is the customer’s responsibility to pay the payment installment company directly.
• Once Route refunds the customer for their order, the customer must pay their installments to the payment installment company directly.

No tracking information

• Route reserves the right to deny order issues where no tracking number/information is available. In these instances, Route will reach out to Kies Motorsports to see if one can be provided.

Package in Pre-Shipment

• Route reserves the right to deny order issues where package tracking is marked as "pre-shipment".

Non-sanctioned shipping address

• Route is based in the United States of America. Due to shipping policies in the US, Route will not cover order issues for items shipped to countries that are not sanctioned by the US. List available here

Closed order issues

• If you do not respond within 5 days, Route will automatically close the order issues. You can open the order issues back up by responding to the original thread.

Didn't want Route

• If the package has not shipped, Route can refund the Route premium.
• If the item has shipped, Route is already protecting the package and cannot refund you.