Shipping Protection by Route is a package insurance that covers your order if it gets lost, stolen, or damaged in transit. We know how frustrating shipping issues can be, so we’ve partnered with Route to give you extra peace of mind and support, no matter what.
Shipping Protection by Route is added at checkout for a small percentage of your order value. If your package is lost, stolen, or damaged in transit, you can file a claim within the eligible time frame, and Route will quickly issue a replacement order or provide a refund if you no longer want the items.
• Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled.
• Replacement orders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders, including shipping, taxes, and the new order's Route Shipping Protection.
Note: The Route Shipping Protection fee paid in the original order is non-refundable under any circumstance.
Need to file a claim? Click here
No problem! You can either click on "checkout without package protection" instead of "CHECKOUT", or you can simply uncheck the box when it appears at checkout before the "Pay Now" button. This will automatically remove the service from your order total.
Please note:
• Once your order has been placed and paid, this service cannot be refunded or removed from the order.
• If you choose to decline the Shipping Protection / Package Insurance, Agua Bendita will not be responsible for packages that are lost, stolen, or damaged in transit.
Order marked as delivered but not received:
• Your package shows as delivered, but you never received it. Claims must be filed between 5 and 30 days from the delivery date.
• Your package shows as delivered, but the proof of delivery doesn't match your address. Claims must be filed between 5 and 30 days from the delivery date, and a photo of the delivery address must be included.
Order stuck or lost in transit:
• Your tracking shows no estimated delivery date, and it has been 7 or more days from the last shipping update. Claims must be filed between 7 and 30 days from the last update.
• Your tracking shows an estimated delivery date, but the package still has not arrived or triggers new estimated delivery dates. Claims must be filed between 2 and 30 days from the estimated delivery date that was updated.
Order received open or damaged:
• Your package arrived open, and there are missing items from your order. Claims must be filed between 5 and 30 days from the delivery date, and photos of the package are required for the claim.
• Your package arrived visibly damaged, and the items were damaged as a result of this. Claims must be filed between 5 and 30 days from the delivery date, and photos of the package and the items are required for the claim.
Need to file a claim? Click here.
1. Get your order number and the email address used to place the order ready.
2. Go to claims.route.com.
If you are missing any of the required information and need help to file the claim, please contact us at customercare@aguabendita.com.co or Whats App us at +57 314 627 7470.
Download the Route mobile App on the Apple App Store or the Google Play Store to see real-time tracking of your packages. Use the Map screen for a visual view or the Orders screen for a list of your shipments.
Route's Policies: Here.