Route Package Protection is an optional shipping insurance add-on available at checkout on ochoextracts.com. For a small fee, Route covers your order against loss, theft, and damage during transit. If something goes wrong with your shipment, Route handles the claim directly and offers a refund or replacement quickly, without the hassle of dealing with USPS yourself. We offer Route because we want every order to reach you, and when it does not, we want it made right as fast as possible.

Yes. Route Package Protection is automatically included on all ochoextracts.com orders at checkout. We include it by default because we genuinely want your order protected. If you prefer to opt out, simply click "Continue Without Coverage" at checkout and Route will be removed from your order. Just keep in mind that without coverage, lost, stolen, or damaged packages will need to be claimed directly through USPS, which can take considerably longer to resolve.

Yes, and this is one of our favorite perks. Every order placed with Route Package Protection earns you4.20% cash back. After your order, Route will send a unique discount code to your email that you can apply to any future ochoextracts.com order7 after days your purchase date. Even better, thecash back code stacks with other discounts, so you can combine it with any active sale or promo code at checkout. Keep an eye on your inbox after every order so you do not miss it. Discounts expire after 60 days.

Route covers three scenarios:

Lost packages: If your package has not been marked delivered and has had no tracking update for 7 or more days, it is considered lost. A claim must be filed within 30 days of the last tracking update.

Stolen packages: If your package is marked "delivered" but you did not receive it, Route considers it stolen. Wait at least 5 days after the marked delivery date before filing, then submit your claim within 30 days of that date.

Damaged packages: If your order arrives unusable or visibly damaged, Route will cover it. File your claim within 15 days of the delivery date and include photos or video of the damaged item and packaging.

Route does not cover the following situations:

• Packages where the customer entered an incorrect shipping address at checkout
• Orders marked "pre-shipment," "label created," or "shipment information received" (the package has not shipped yet)
• Packages that could not be delivered due to an invalid address or delivery barrier and were returned to sender
• Orders where the customer refused delivery
• Manufacturing defects or incorrect items sent (contact hello@ochoextracts.com for those).
  

If any of the above applies to your situation, reach out to us directly and we will do our best to help.

Filing a Route claim is straightforward. You have two options:

Option 1: Use the link in the confirmation email Route sends you after purchase. It takes you directly to your claim.

Option 2: Visit claims.route.com and enter your order number and the email address used at checkout.

For damaged items, have photos or video ready before you start. Once submitted, Route typically responds within 48 hours and aims to fully resolve claims within 5 days. Approved claims are resolved with either a refund or a replacement shipment.

If you opted out of Route Package Protection and your package is lost or stolen, your coverage options are limited to what USPS provides directly. You can file a claim at usps.com/help/claims.htm, but be aware that USPS claims can take significantly longer to process than Route claims. We strongly recommend keeping Route coverage active at checkout to protect your order. For additional assistance, contact us at hello@ochoextracts.com.