What is Route Package Protection?

Kaiser Willys is partnering with Route and will soon offer a new (optional) way to insure orders, with faster, one-click claims processing. Through this partnership, ALL customers will be able to enjoy an upgraded shipping and tracking notification system regardless of order coverage. Customers who opt to purchase Route's additional protection at checkout can be assured that they will have a quick resolution when a package is lost, damaged or stolen, without the need to contact Kaiser Willys (although customers can still get help filing claims if needed). Customers who do not purchase this added layer of protection at checkout will still receive the same level of customer service from Kaiser Willys that they have received in the past.

Q: What is Route Package Protection?

Route is a shipping insurance company that offers premium protection for Kaiser Willys shipments and orders. This is an optional level of added protection, meaning that Kaiser Willys will still protect your order from lost, stolen or damaged items, regardless of whether you choose to protect your order through Route. However, by using Route, the leader in package protection and tracking solutions, in the unfortunate case that your order never arrives or is broken or damaged upon arrival, you can easily and quickly file a claim with Route for a refund or replacement.

Review the policies here to understand which lost, stolen, and damaged items Route will cover.

Q: Doesn't Kaiser Willys already cover lost or stolen packages?

We take customer service very seriously and resolve issues for our customers as quickly as possible. Your order is always protected through Kaiser Willys, with or without additional coverage from Route. However, by purchasing shipping insurance with Route, completing a claim is only a click away, and your claim is processed within 24 hours. Route is easier and helps get any shipping issues resolved fast.

Q: Where is my Order?

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed directly to you. You can optionally download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery. Use of the Route app is entirely up to you! You can continue to check the shipping status of your order exactly as you have done before, through our shipping notification emails or your member account.

Q: What if my order never arrives, or is stolen?

Route definitely helps cover these instances! To protect your order against loss or theft, add Route Package Protection at checkout. 

If your order has not arrived, please file a claim with Route here. 

Q: What if my order arrives damaged?

Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout. 

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

You can file a claim with Route here.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to Kaiser Willys customer service at (Toll Free) +1-888-648-4923 or email Mike Meditz, and we will be happy to work with you to resolve the issue.

Q: How do I file a claim for my Lost, Stolen or Damaged Order?

If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Q: How does Route process refunds or reorders?

Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes.
Reorders: 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 Route Shipping Protection. In the case of both refunds and reorders, the Route Premium cost will not be refunded, as the order protection goes into effect at the time the order is shipped.

Q: When should I file a claim?

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, some order issues may require a police report to be filed.

Stuck In Transit (Lost):
For domestic orders, claims will be reviewed no earlier than 2 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.

All of Route’s policies are listed here.

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: 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 Lloyds of London, one of the biggest names in shipping insurance.