We are very excited to announce that we are now partnering with Route, the leader in package protection and tracking solutions. You will now see Route+ package protection during checkout - this order insurance will protect your order from damage, loss, or theft*.

We are now implementing Route to replace previous insurance offered from postal carriers - Route will insure your order just like before, but be able to process your claims much faster. If your order never arrives or is damaged on arrival, you can quickly and easily file a claim with Route to apply for reimbursement or a replacement of your order. We are thrilled to offer this service to you and we highly recommend using Route+ packaging protection on your future orders!

*Claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the package was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 20 days and within 30 days from the last checkpoint. Please make sure to carefully review Route’s policies. 

What is Route+?

Route+ is optional insurance coverage for your order offered by Route, which can be added to your order from the shopping cart. It offers package protection on your packages that are lost, stolen, or damaged. 

How do I add Route+ to my order?

You will be able to enable/disable Route+ from the shopping cart on our site. It will automatically be enabled, so you will need to toggle this insurance off if you do not want it included. We DO NOT recommend shipping your order without this coverage, as we will not be liable for any lost, damaged, or stolen packages.

Can all orders use Route+?

No. Most orders will be able to, but if your order is using no-tracking shipping, you WILL NOT be able to file a claim with Route+ even if you select and pay for this option during checkout. 

Why should I use Route+?

Route+ offers you "peace of mind" package protection for all of your orders at an affordable price. With Route+ you don't have to worry about what to do if your order is lost, stolen, or broken. Simply file a claim, and Route will refund or reorder your item(s).

I don’t want Route+ on my order anymore - can you cancel it?

Route+ package protection CANNOT be cancelled once an order has been placed.

I didn’t choose Route+ for my order, but now I want to use it. Can I add it to my order?

Route+ CANNOT be added to an order once it has been placed - you can only add Route+ during checkout.

Where can I file a claim with Route+?

You can file a claim for your order here: https://claims.route.com. You can also reach out to us for assistance should you have any uncertainties or difficulties.

How much does Route+ cost?

The price depends on your order, so please check the cost for covering your order from the shopping cart page of our site.

How quick are claims processed?

Depending on the claim type, processing times can range from 24 hours to 1 week.

My order is lost! What can I do?

If you ordered Express or Regular shipping: please allow 20 days from the last tracking update but no later than 30 days from the last update before opening a lost claim on your package.

For orders shipped with Saver (28-56 business days): you can only file a claim between 20 and 30 days from the last tracking update; however, this shipping method is seamail so there is usually no tracking updates for up to 3 months. If you are found to be abusing Route's system, we will revoke your account privileges.

What if my order never arrives or is stolen?

To protect your order against loss or theft, add Route+ package protection at checkout. 

When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

What if my order is damaged?

To protect your order against damage that occurred during shipping, add Route+ package protection at checkout. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, please submit both photos of the damaged item and the shipping box. Your claim will be reviewed for approval for a reorder or refund within 24 hours. 

If your order has defects or you suspect it was damaged during manufacturing, please reach out to the Solaris Japan customer support team and we will be happy to work with you to remedy the situation.

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 the biggest name in shipping insurance as its partner, Lloyds of London.

Can I still use insurance from the shipping carrier, like JP Post?

No. Due to the slow processing times with carrier insurance, we ask that you please use Route instead. If you choose not to opt for Route insurance, please understand that your package WILL NOT BE covered by any insurance, including the shipping carrier.