In an effort to provide more safety, assurance, and insurance for our amazing community of collectors, players, and beyond, we’re added the benefit of Route Package Protection as an option for shipments. Route is a shipping insurance company that offers complete protection for Adventure Emporium shipments and orders. Simply add Route to your cart at checkout to safeguard against any unforeseen hiccups that may arise. 

Q: WHAT IS ROUTE?

Route is a shipping insurance company that covers packages that are lost, stolen, or damaged in transit. Route ensures that customers get what they paid for, and allows for easy reordering with one simple click. Review the policies here to understand which lost, stolen, and damaged items Route will cover.

Q: HOW MUCH DOES ROUTE PACKAGE PROTECTION COST?

Package protection is 100% optional and calculated based on your cart subtotal during checkout:

My order total is:	Package Protection cost:
Under $100.00 USD	$2.15 flat fee
Over $100.00 USD	2% of your shopping cart total

 

Q: HOW DO I FILE A CLAIM FOR A LOST, STOLEN, OR DAMAGED PACKAGE?

You can file a one-click claim through the email that Route sends you after you check out, or you can file here.

Q: ARE ALL SHIPMENT ISSUES COVERED BY ROUTE?

Route Package Protection is currently available for orders considered lost, stolen, or damaged. Package protection is not eligible for Adventure Emporium deliveries that result in:

• A wrong item or items received
• A short shipped delivery (missing one or more items)
• A product that did not meet expectations

For these type of issues, please reach out to us at contact@adventure-emporium.com.

For Route Package Protection questions or claim status, please contact support@route.com. 

Q: DOESN’T ADVENTURE EMPORIUM ALREADY COVER PROBLEMS THROUGH THE DEFAULT CUSTOMER SERVICE?

At Adventure Emporium, we take customer service very seriously and always try our best to resolve issues as quickly as possible. But, by purchasing shipping insurance with Route, completing a claim is only a click away, and Route has the expertise to handle shipping scenarios not covered by normal shipping protection. Route is easier, faster, and helps get any shipping issues resolved as quickly as possible.

In the event that a package is Lost, Damaged, or Stolen, and you have not opted into Route Package Protection, please contact us at contact@adventure-emporium.com. Please note that in some instances, by opting out of package protection, Adventure Emporium is not liable for lost, damaged, or stolen packages/items. 

Q: WHAT IF MY PACKAGE GETS LOST, AND ROUTE REPLACES IT BY ORDERING ANOTHER NEW PRODUCT FOR ME, AND THEN THAT PACKAGE GETS LOST. DOES ROUTE COVER THAT TOO?

Yes! Any replacement orders that are placed by Route are still insured by Route.

Q: I MADE A MISTAKE AND DID NOT ACTUALLY WANT ROUTE PACKAGING PROTECTION, WHAT DO I DO?

If your item has shipped, Route is already protecting your package that is currently in transit so it cannot be reversed or refunded. If your package is lost, damaged, or stolen, package protection will allow you to quickly replace the items in a few clicks at no additional charge or hassle. 

In the event that your package has not yet shipped, contact us as contact@adventure-emporium.com and we will attempt to un-enroll you from the package protection and refund the Package Protection cost. 

Q: WHAT ARE ROUTE’S TERMS AND CONDITIONS?

Route’s terms and conditions are listed here.

Q: IS ROUTE A LICENSED INSURANCE COMPANY?

Yes. Route is a licensed insurance company and they are partnered with SEG Insurance Ltd, one of the biggest names in insurance. 

Q: DOES ROUTE HAVE A MOBILE APP?

Yes. You can download Route's Android App and IOS Apps from each respective App Store.