Route Protection

Have you ever received a package and the box is just beat to hell? The parts inside are damaged/broken and completely unusable? Perhaps you even saw the delivery driver toss the box on your doorstep with no cares through your Ring camera? Then, when you try to file a claim there's 42 hoops to jump through and you have to wait even longer for a resolution?

Meet Route, the solution you didn't know existed.


At checkout, you have the option to use Route's 1-Click Protect services. Not only will you get real time shipping updates and notifications, but you'll have the peace of mind knowing your purchase is protected from damage, theft or the Bermuda Triangle.



If there are any issues with your shipment, whether it arrived damaged or you were a victim of Porch Pirates, you tap a few buttons to file a claim with Route and your issue will be handled quickly and easily. 




Impaktech is proud to partner with Route, the leader in package protection and tracking solutions. Route automatically connects to everything you’ve ordered from Lethal Performance while allowing you to visually track your packages, anytime, anywhere.  By selecting Route Protection at checkout, your order will be protected from loss, damage, or theft. In the unfortunate case that your order never arrives or is broken upon arrival, you can easily file a shipping issue with Route and receive a replacement or be refunded. We are excited to offer this service to you and we highly recommend you use Route Protection at checkout.

Route offers you "peace of mind" package protection for all of your orders at an affordable price. The cost to you - to fully protect your package in the event that it is lost, damaged, or stolen - is calculated 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 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):



• Can file 5-30 days after delivery date



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



• 30 days max to file
• Photos required



• 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

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 last tracking update 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.

Invalid address or delivery barriers

Sometimes carriers cannot deliver your package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender/retailer. Your package is not actually lost, thus Route does not cover this. In instances where the item is being returned to the sender and is reusable, customers will be referred to Impaktech.


Only part of the order delivered

If you ordered several items in one package but only part of the order arrived and there is no evidence of tampering, Route does not cover the order issue. You will be referred to Impaktech

If a single order is being shipped in multiple packages and one package does not arrive, Route will cover the order issue and reorder or refund the value of the undelivered package.

If Impaktech forgets to ship an item from your order, you need to reach out to Impaktech to have the missing items fulfilled.


Packages labeled "Return to Sender"

Route does not cover packages labeled return to sender because the order has been sent back to Impaktech. Items are returned to 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: Route Package Protection timeframes for filing apply.


Order stuck in customs

Route cannot cover when a customer’s order is stuck in international borders/customs.  Your next step is to pay the customs fees in order to receive the package.  If Route replaces something you have already paid customs on, under Route’s discretion, Route can approve and pay customs the second time.


Order marked as unfulfilled or unshipped

If your order is marked as unfulfilled or unshipped, the order hasn’t been fulfilled yet by Impaktech (retailer could be low on inventory of the items, internal delays with the fulfillment center, etc.).
Route does not control how quickly Impaktech ships your order. Route Package Protection is not yet in action because the order has not shipped.


Order issue filed too soon

If you are filing an order issue the same day that the package was marked as delivered, at our discretion Route may ask you to wait 5 business days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s 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 Impaktech (unless Impaktech 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 Impaktech inventory, or details into when Impaktech 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 Lethal Performance 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 (


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.



If you have any other questions, please call us at 951-233-7335

or email us at