Panther RV Products is excited to announce its collaboration with Route, a leading provider in package protection and tracking solutions. Route seamlessly integrates with all your purchases from Panther RV Products, offering you the ability to visually track your packages at any time and from any location. By opting for Route Protection during the checkout process, your order is safeguarded against loss, damage, or theft. In the unfortunate event that your order either fails to arrive or is damaged upon receipt, filing a shipping issue with Route is straightforward, allowing for either a replacement or a refund. We are thrilled to provide this service and strongly recommend selecting Route Protection at checkout for enhanced security.

Route presents an affordable "peace of mind" package protection for all your orders. The cost for comprehensive protection of your package, covering scenarios like loss, damage, or theft, is determined based on the subtotal of the order.

You can report an issue with Route through the mobile app (iOS or Android), through the email you receive from Route after placing your order, or by going to claims.route.com. Their team is ready to assist you with any questions you may have!

Note: Route will not refund the Route fee. Route also does not pay custom/duty fees.

You can view your deliveries on the web in your browser of choice OR in the Route mobile app (links below) to get a real-time view of where all of your packages are. On the MAP screen, you can swipe through cards or zoom into the map to see where packages are in-transit. Tap on a card to open up the Order Details page. You can also see a list view of all your packages on the Orders screen. From there, you can tap on orders to see the order details which will provide info around where your order is in transit.

Download the Route app for iOS on the Apple App Store.

Download the Route app for Android on the Google Play Store.

Route Package Protection covers lost, stolen, and damaged items that fit the following criteria. Review the policies to understand what lost, stolen, and damaged items Route will cover.  

Here's a quick overview (scroll down for more details):

STOLEN (SHIPMENT MARKED AS DELIVERED)

• Can file 5-30 days after delivery date 

LOST (SHIPMENT STUCK IN TRANSIT)

• No Estimated Delivery Date (EDD): 7-30 days to file
• Estimated Delivery Date: EDD + 2 to 60 days

DAMAGED (DAMAGED IN TRANSIT)

• 30 days max to file
• Photos required

WHAT IS NOT COVERED:

• Fulfillment issues
• Cosmetic damage (not due to shipping)
• Anything outside of issue policy timeframes
• Pre-shipment, Taxes, Duties, and/or Shipping on customer refunds

Packages Presumed to be Lost:

For packages presumed lost by the carrier (where the status is not "delivered"), order issues must be filed no sooner than 7 days after the last tracking update for United States domestic shipments and 20 days for international shipments, including Canada. However, if a Canadian merchant is shipping within Canada, the 7-day domestic shipment timeline applies. These issues must be filed within 30 days from the last checkpoint.

Invalid Address or Delivery Barriers:

In cases where carriers are unable to deliver your package due to an invalid address or other unexpected delivery barriers, the carrier may return the package to the sender/retailer. In such instances, as the package is not actually lost, Route does not cover this. If the item is being returned to the sender and is reusable, customers will be referred to Panther RV Products.

Only Part of the Order Delivered:

If you receive only part of your order in one package without any evidence of tampering, Route does not cover the order issue, and you will be referred to Panther RV Products. However, if a single order shipped in multiple packages is missing one package, Route will cover the order issue and reorder or refund the value of the undelivered package.

If Panther RV Products forgets to ship an item from your order, it is necessary to contact Panther RV Products directly for the fulfillment of the missing items.

Packages Labeled "Return to Sender":

Route does not cover packages labeled "return to sender" as the order has been sent back to Panther RV Products. Items are returned to the sender when a customer provides an invalid or undeliverable address or refuses a delivery.

Route covers your order if the package gets lost in-transit back to the sender. Please note that Route Package Protection timeframes for filing apply.

Order Stuck in Customs:

Route cannot cover orders stuck in international borders/customs. The next step is to pay the customs fees to receive the package. If Route replaces an item on which customs have already been paid, under Route's discretion, Route can approve and pay customs a second time.

Order Marked as Unfulfilled or Unshipped:

If your order is marked as unfulfilled or unshipped, it means Panther RV Products has not yet fulfilled the order due to various reasons such as low inventory or internal delays. Route does not control the shipping speed of Panther RV Products, and Route Package Protection does not apply until the order has shipped.

Order Issue Filed Too Soon:

If an order issue is filed on the same day the package was marked as delivered, Route may request a waiting period of 5 business days. This is because carriers (like FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark packages as delivered while they are still in transit.

Delivered but Missing Package

Order issues for packages marked "delivered" yet not received are considered stolen, and must be filed 5 days after “delivery date” but no longer than 30 days to ensure it was not mis-delivered or easily found around the premises.

Filing a police report

At our discretion, Route may require a police report when your package is marked as delivered. If requested, you will file the police report and include an explanation that Route is a package protection company, and we have protected your package that has been stolen. To process the order issue with Route, Route is requiring a police report.

Send Route the police report PDF & number in the order issue.

Upon request, Route may require additional documentation such as proof of identity, a notarized statement, address, etc.

Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony

Delivered to wrong address

If you input the correct address at checkout and the package was delivered to the wrong address, Route considers this as stolen and Route will replace the order for you.

Damaged Item Arrived

Order Issues for damaged orders must be filed within 30 days of the delivery date.

Broken items

If you received a broken item and needs to dispose of it (i.e. shattered glass), you need to check your city ordinances and dispose of it properly.

You do not need to ship it back to Panther RV Products (unless Panther RV Products indicates otherwise).

Damaged items

A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.

Route does not cover cosmetic damage (scratches, dents, etc.) that are NOT due to shipping, manufacturing damages, packaging errors, or unsealed items.

Route requires further evidence of your damaged item (i.e. more photos, videos, etc.).

Customized items

Route cannot reorder customized items for you because of the additional liability of ordering your custom item incorrectly. Route can offer a refund instead.

Out of stock

Route does not have visibility to Panther RV Products’ inventory, or details into when Panther RV Products will have your item back in stock.

Route can offer you a refund for the item that is out of stock. You can always use that refund to order the item when it’s back in stock.

Input wrong address

If you entered the wrong address at the time of order, Route does not cover this.

Quality control

If you are unsatisfied with their product, Route is not a product replacement plan and the order issue cannot be approved.

Estimated Delivery Date

After 48 hours has passed from an estimated delivery date given from the carrier, and no delivery or update has been made, Route will consider the order to be "lost." If there is a shipping update at any point, Route's 7 day lost minimum supersedes any 2 day estimated delivery date minimum.

Too late to file

Route can action an order issue that is filed within the bounds of our domestic/international timeline policy. If an order issue is filed outside of this timeline, Route will deny the order issue according to these policies:

Order issues for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 30 days to ensure it was not mis-delivered or easily found around the premises."

Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the scheduled delivery date for United States domestic shipments (20 days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the 7 day domestic shipment timeline applies) and within 30 days from the last checkpoint.

Expedited shipping hasn't arrived

If your package is delayed for whatever reason, Route will not cover it. Carriers update their website with expected delays due to inclement weather or other barriers to expected delivery.

If you paid for expedited shipping but the package arrives outside of the expected window, Route will not cover it.

Payment installment companies

For payment installments (Affirm, etc.), it is your responsibility to pay the payment installment company directly.

Once Route refunds you for your order, you must pay their installments to the payment installment company directly.

No tracking information

Route reserves the right to deny order issues where no tracking number/information is available. In these instances, Route will reach out to Panther RV Products to see if one can be provided.

Package in Pre-Shipment

Route reserves the right to deny order issues where package tracking is marked as "pre-shipment".

Non-sanctioned shipping address

Route is based in the United States of America. Due to shipping policies in the US, Route will not cover issues shipped to countries that are sanctioned by the US. List available here (https://www.treasury.gov/resource-center/sanctions/Programs/Pages/Programs.aspx)

Closed order issues

If a customer does not respond within 5 days, Route will automatically close the order issues. Customers can open the order issues back up by responding to the original thread.

Didn't want Route

If your package has not shipped, Route can refund the Route premium.

If the item has shipped, Route is already protecting the package and cannot refund you.