Route Shipping Protection

What is Route Shipping Insurance?

Super Kitty Cats is proud to work with Route to offer you, our customer, peace of mind when you purchase online with us.

Route Shipping Insurance

Route is a third-party application, that allows customers to buy shipping insurance for all orders. Route ensures protection of customers shipment in case of lost, stolen, or damaged.

In order to apply for Route's Shipping Insurance, you are given the option to add the insurance during check out. If you apply for Route's Shipping Insurance, you will receive an email with instructions of how to file a claim if necessary. You can also proceed to file a claim here.

Lost Orders

• An order is considered lost if tracking never confirms package status as "delivered"
• If tracking shows no movement or looks to be stuck after exceeding the appropriate amount of shipping days, then orders may be considered lost and a claim will need to be made

How many days following the last tracking update should I file my claim?

• Domestic orders - 7 days
• International orders - 20 days 

Claims for orders lost in-transit must be filed no later than 30 days from the last available tracking update.

Stolen Orders

• An order is considered stolen if tracking confirms package status as "delivered," but not received
• Route asks that you wait 5 days from the day your package status was marked delivered before reaching out and filing your claim

Claims for stolen orders must be filed within 15 days from the date your package was marked delivered.

Damaged Orders

• If your item arrives damaged, unusable, or in an unacceptable condition, Route encourages customers to file a claim immediately
• Please include photo reference of damaged item and packaging received

Claims for damaged orders must be filed within 15 days from the date your package was marked delivered.