Route Protection Insurance
Route Package Protection
Vape Daddy has partnered with Route Package Protection to offer coverage for lost, stolen, and damaged items of customers. To understand the specific items covered under these categories, it is advisable to review the policies below thoroughly:
LOST ITEMS POLICIES
Undelivered Packages
Claims for packages presumed undelivered by the carrier (where the status isn't "delivered") should be initiated no earlier than 7 days following the last tracking update for domestic shipments in the United States (20 days for international shipments, including Canada, except when a Canadian merchant ships within Canada; in such cases, the 7-day domestic shipment timeline applies). Claims must be filed within 30 days from the final checkpoint.
Estimated Delivery Date
If 48 hours have elapsed beyond an estimated delivery date provided by the carrier without any delivery or update, Route will consider the order "lost" and offer assistance with the subsequent steps.
Invalid Address or Delivery Issues
There are instances when carriers are unable to deliver packages due to an invalid address or unforeseen delivery obstacles. In such cases, the carrier might return the package to the sender/retailer. The customer's package is not considered lost, and therefore, Route does not provide coverage. If the item can be reused and is returned to the sender, customers will be directed back to the retailer.
Exceptions apply to retailers shipping perishable items (e.g., food or non-reusable mattresses).
Partial Delivery of Orders
If a customer orders multiple items in a single package and only part of the order arrives without signs of tampering, Route does not cover this issue. The customer must contact the retailer for assistance.
For orders shipped in multiple packages where one fails to arrive, Route will address the issue and either reorder or refund the undelivered package.
If the retailer overlooks shipping an item from the customer’s order, the customer should contact the retailer directly to fulfill the missing items.
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 when a customer provides an invalid or undeliverable address or refuses delivery.
At Route’s discretion, coverage may apply if the returned item is perishable or if the retailer cannot reuse it.*
Route covers the customer’s order if the package gets lost in transit back to the sender due to carrier error.*
*Route Package Protection timeframes for filing apply.
Order Detained in Customs
Route does not cover instances where a customer’s order is held at international borders or customs.
The customer is responsible for settling customs fees to release the package.
In certain circumstances, and at Route’s discretion, customs fees for replacement shipments may be covered if previously paid by the customer.
Order Status: Unfulfilled or Unshipped
When an order is labeled unfulfilled or unshipped, it means the retailer has not processed it yet due to inventory shortages or internal delays.
Route Package Protection remains inactive until the order is shipped.
Order Issue Filed Too Soon
If an order issue is filed on the same day a package is marked delivered, Route may request the customer to wait 5 days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark packages as delivered.
STOLEN ITEMS
Delivered but Missing Package
Packages marked “delivered” but not received must be reported 5 days after delivery and within 30 days to ensure the package was not misdelivered or misplaced.
Filing an Online Notarized Incident Statement
At Route’s discretion, customers may be required to submit an online notarized statement for delivered packages.
Delivered to Wrong Address
If the customer entered the correct address at checkout but the carrier delivered to the wrong address, Route considers this stolen and will replace the order.
DAMAGED ITEMS POLICIES
Damaged Item Arrived
Claims must be filed within 30 days from the delivery date.
Broken Items
If a customer receives a broken item (e.g., shattered glass), they should dispose of it according to local regulations.
Unless specified by the retailer, there is no need to return the broken item.
Damaged Items
An item is considered damaged if it arrives unusable.
Route may require additional evidence such as photos or videos.
Customized Items
Route does not reorder customized items due to liability risks. A refund may be issued instead.
Out of Stock
Route does not have visibility into retailer inventory.
If an item is out of stock, Route can facilitate a refund so the customer may repurchase later.
GENERAL POLICIES
Wrong Address Entered
If the customer entered an incorrect address, Route does not cover it. The customer must contact the retailer.
Quality Control
Route is not a product satisfaction or replacement plan. Customers must contact the retailer for return policy assistance.
Too Late to File
Claims must comply with domestic/international timeline policies:
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Delivered but missing: 5 days after delivery, within 30 days.
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Lost (not delivered): No sooner than 7 days after scheduled delivery (20 days international), and within 30 days of last checkpoint.
Expedited Shipping Delays
Route does not cover carrier delays, including expedited shipping arriving outside the expected window.
Payment Installment Companies
For installment payments (Sezzle, Afterpay, etc.), customers remain responsible for paying the installment company directly, even after receiving a refund from Route.
No Tracking Information
Route may deny claims without tracking information and will contact the retailer if needed.
Package in Pre-Shipment
Claims may be denied if tracking shows "pre-shipment."
Non-Sanctioned Shipping Address
Route will not cover shipments sent to countries not sanctioned by the United States.
Closed Order Issues
If a customer does not respond within 5 days, Route will close the claim. It can be reopened by responding to the original thread.
Didn’t Want Route
If the package has not shipped, Route premium can be refunded.
If shipped, the premium is non-refundable.
Checkout Requires ID Verification
Route does not upload employee ID to replace customer verification.
If extra ID verification is required by the retailer, Route may issue a refund instead.
Partners Page
Welcome to our Partners page, where we celebrate the strong collaborations that drive our success at Vape Daddy. We're proud to work with a network of trusted partners who share our commitment to excellence.
Below, you'll find a list of our valued partners along with their contact numbers. Should you have any inquiries or wish to explore potential partnerships, don’t hesitate to get in touch.
We look forward to connecting with you and growing together.
