⊕ OPTIONAL CHECKOUT PROTECTION  •  N 40.7° W 111.9°

Protected all the way
to your door.

Route is an added layer of package protection offered at checkout. If an eligible shipment is lost, stolen, or damaged after it leaves us, Route reviews the claim and can resolve it with a replacement or refund.

DEFAULT AT CHECKOUT Default on
LOSS OR DAMAGE In transit
REVIEWS THE CLAIM Route
File a Route claim → How claims work
Route Protected Parcel
CHECKOUT •••••••••• CARRIER SCAN •••••••••• DELIVERED
🔄

Lost in transit

Tracking stops updating and the carrier can no longer locate the parcel.

📬

Marked delivered, not received

The carrier scanned it as delivered, but nothing arrived at your address.

📦

Damaged on arrival

The shipment arrives damaged. Clear photos of the item and packaging are required.

COVERAGE

What Route is for.

Route covers what happens after a package leaves our facility and enters the carrier network. It does not replace our own responsibility for the order we packed.

Usually eligible

ROUTE KEPT
  • Tracking shows the package is lost or has stopped updating within Route's claim window.
  • The carrier marks the package delivered, but it was never received at the address you entered.
  • The carrier delivers to the wrong address while your checkout address was correct.
  • The shipment arrives damaged in transit and you can provide clear photo or video evidence.

Not handled by Route

OUT OF SCOPE
  • Orders where Route was unselected at checkout, or added after the order was placed.
  • Incorrect or incomplete addresses entered at checkout, refused deliveries, or access barriers.
  • Carrier delays where the package still arrives undamaged.
  • Questions about the product itself, or requests unrelated to carrier loss, theft, or damage.
CLAIM PROCESS

How to file a Route claim.

Have your Northline order number, the email address you checked out with, and your tracking number ready before you start.

01

Open Route

Use the Route confirmation email from your order, or go straight to claims.route.com and look up the order.

02

Describe the issue

Select lost, stolen, or damaged. For damage, upload clear photos of both the vial and the outer packaging — claims without evidence are the ones that stall.

03

Route reviews it

Route assesses the claim and, if approved, resolves it with a replacement or refund under Route's policy. Approval is Route's decision, not ours.

TIMING MATTERS

Don't wait to file.

Route publishes claim windows for lost, stolen, and damaged shipments, and a claim filed after its window closes can be denied. Check the current deadlines in Route's terms and file as soon as you notice a problem.

NEVER ARRIVED Give the carrier a short grace period in case of a late scan, then file — don't let the window lapse while you wait.
DAMAGED Photograph the vial and the packaging before you discard anything, then file straight away.
LOST IN TRANSIT File once tracking has completely stalled, counting from the last scan rather than the order date.
IF YOU REMOVE ROUTE

Opting out changes who can help.

Route is added to your order at checkout by default and can be unselected before you pay. It cannot be added back once the order is placed.

Without it, Northline will still put right anything we got wrong — a wrong item, a missing item, or a fulfillment error on our side. But a package that the carrier loses, misdelivers, or damages is not eligible for Route replacement or refund review, and our shipping policy applies as written: all sales are final.

NEED SHIPMENT HELP?

Start with Route, then loop us in.

Route handles protected-package claims directly. Northline can confirm what shipped, re-send your tracking, or look into a fulfillment question — email hello@northline-labs.org.

File a Route claim → Contact Northline
This page summarizes how Route protection generally works for Northline Labs orders. Route's own current policies and terms govern claim eligibility, windows, and resolution. All Northline Labs products are sold strictly for laboratory research use only and are not intended for human or veterinary use.