From Checkout to Delivery, Primary Arms Has You Covered.
Once your order leaves our Houston warehouse, carriers take over — and even the best carriers lose or damage packages. If something goes wrong with a protected order, it gets refunded or replaced. No runaround, no waiting on hold with a carrier.
Add Protection at Checkout.
Instantly protect your order from damaged, lost, or stolen packages.
Lost, Stolen, or Damaged?
File a claim with Route in just a few clicks.
Get a Refund or Replacement.
Route provides your preferred resolution quickly.
Trusted by Millions of Shoppers
Route protects millions of packages for thousands of retailers. Here's what customers say about the claims experience.
“In dealing with a claim for damaged goods in my delivery, the Route agent was top drawer. Emails answered in a matter of moments and decisions made in an equally timely matter. Best customer support in a long time.”
“Route handled my claim quickly and well! I had a very expensive and large electronics order delivered and it was damaged during shipping. I was so stressed. They took good care of me and refunded the entire order”
“Excellent customer service!! I thank Route customer support because they were able to help me out with my claim really quickly!! Their response back is within couple minutes to give you an update. I highly recommend Route!”
“I submitted a claim for a damaged item and they had me a replacement set to ship within 5-10 mins of my submission. These guys are pretty awesome.”
Frequently Asked Questions
Route gives you the option to protect your online order from loss, theft, or damage with licensed package protection. If something happens, help is a few clicks away.
What is Route Package Protection?
Route Package Protection is optional coverage you can add to your Primary Arms order at checkout. It protects your purchase against packages that are lost in transit, stolen after delivery, or damaged during shipping.
How does Route work?
Add protection at checkout and your package is instantly covered. If anything goes wrong, file a claim directly with Route — no need to dispute anything with the carrier. Route resolves the issue with a refund or replacement.
Is it required? Is there an additional fee?
Route Package Protection is completely optional and can be removed at checkout. The cost is a small premium based on your order total — you'll see the exact amount before you place your order.
How does Route process refunds or reorders?
Once your claim is approved, Route issues your preferred resolution: a reorder of the same items (subject to availability) or a refund of the protected order value. Refunds are issued to your original payment method.
When should I file a claim?
File as soon as you know something is wrong. Damaged orders can be reported right away. For packages marked delivered but not received, claims can be filed starting 3 calendar days after the delivery date and up to 30 days after. All claims must be filed within 365 days of the order date.
What if my order never arrives or is stolen?
If your package is lost in transit or marked delivered but never made it into your hands, you're covered. File a claim with Route and they'll make it right with a replacement or refund.
What if my order arrives damaged?
If your order shows up damaged, file a claim with Route right away — photos of the damage help speed things up. Route will resolve it with a replacement or refund so you're not stuck with damaged gear.
How do I file a claim?
Use the link in your Route order confirmation email, the Route mobile app, or go directly to claims.route.com. You'll need your order number and the email address used at checkout — that's it. Most claims are reviewed quickly, and Route's support team keeps you posted the whole way.
Protect Your Next Order
Add Route Package Protection at checkout and shop with confidence — every order, every time. *Route offers third-party insurance. Primary Arms is not responsible for coverage or claims.