What is Green Package Protection ROUTE? Our Full Premium Protection for your orders!

As you know - or expect if you never ordered with us before - we take very good care in packaging your order. But once we gave your order over to the carrier it is literally out of our hands. 

And we learned that these days carrier is under enormous stress from an ever-growing amount of online orders. So they are delivering more boxes every day than ever before. And with that, it happens that they make errors, or handle the packages roughly. We wish if a box is visibly damaged that they would not deliver it to you and make an insurance claim themself. But they deliver it right away, even when they dropped it in front of the house. But rough carrier handling that leads to damaged items inside your box isn't the only scare with online orders. Porch pirates are around every town these days hoping you ordered a full gold nugget and it is in that box. So they grasp it - steal it. Your order might be marked as delivered - but it is not there. If the latter has happened. Please wait at least another 24 hours, a few carriers are scanning items as delivered, even when they are not - and deliver them the next day. As we said they are under enormous pressure to deliver on time and use this trick sometimes.

With all the issues above we have looked into the market and found a great partner in Route. And we are offering Premium Protection against all those problems. At the checkout, you have the option to accept the Route Coverage and we are happy to explain more about it here.

One important heads-up - if you have damaged goods in your delivery and are protected via our Insurance please take pictures of the box and the damaged goods - you need that to file a claim!

Headsup - if you decided to opt out of Premium Protection you find more information about how to handle damages here.

So let's go ahead - What is Route?

Route Protect is a package protection solution that helps cover you if your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Route Protect can be added during checkout.

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here

Why is it called GREEN?

Where is My Order?

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download  Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery. Of course, you can always click on the link we send you in our shipment notification. There is no need to ever download the Route App for anything. You can do it all online via a web browser!

How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

Purchased Route Protect and looking to file a shipping issue online? File here

How Does Route Process Refunds or Reorders?

Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included. But MyGermanCandy will cover shipping costs when necessary.

Reorders: Route will try to reorder the items, depending on in-stock availability. Unavailable items will be refunded. 

We do not share any payment information with Route, if they need to reimburse you that will happen via a secure PayPal transaction.

Please make sure you use your email address that is connected to PayPal when you talk to Route so that the refund can be made simple, fast, and reliable. Paypal is faster than any CreditCard and you can see the refund instantly! If you need help with accessing your funds you find some help here.

When Should I File a Claim and what time frames do I have to do it?

Marked As Delivered (Stolen)

• Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered 
• Please note, that orders over USD 100 will require a police report to be filed by the customer before any resolution can occur

Stuck In Transit (Lost)

• For domestic orders, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
• For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date

Damaged

• Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

 Purchased Route Protect and looking to file a shipping issue online? File here

We hope this will gives you a bit more peace of mind when ordering and asking to fulfill your cravings with us! For the more technical side of the Package insurance we have some legal information for you here:

What are Route’s Terms and Conditions? 

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

Is Route a Licensed Insurance Company?

Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.

All of Route’s policies are listed here