Package Protection,
Covered Door to Door
Your order leaves our facility packed for the journey, and you can keep that assurance all the way to the delivery address. Add Route Package Protection at checkout and every shipment travels covered.
Opt out at checkout
On by default
On the move
Assesses your claim
Route Protection
Lost en route
Tracking goes quiet and the carrier can no longer say where your parcel is.
Marked Delivered, Never Arrived
The tracking says delivered. Nothing arrived.
Damaged on Arrival
Package arrives broken or damaged: clear photos of the item and the outer packaging help move your claim along faster.
Covered by Route
Once your order leaves our facility and enters the carrier’s network, Route takes over, covering the package through transit, delivery, and what follows. This doesn’t replace our own accountability for how your order was packed and dispatched. It’s an extra layer for the part of the journey we no longer control.
Typically covered
Route kept
Tracking stalls, or the parcel reads as lost, inside Route's claim window.
Marked delivered by the carrier, yet nothing arrived at your address.
Delivered somewhere else, even with the right address entered at checkout.
Arrives damaged in transit, with photo or video evidence.
Outside Route's coverage
Out of scope
Route was not added at checkout, or was applied after the order was placed.
Address errors, refusals or access problems
Late deliveries where the parcel still arrives undamaged.
Product complaints unconnected to loss, theft, or transit damage.
How to File a Route Claim
Gather three details first: the Ultra Pep order number, the email you checked out with, and the tracking number for the shipment.
File a Claim at Route's Portal
Open the Route app or claims page and sign in using your checkout email
Choose Your Order and Issue
Give us your Ultra Pep Labs order number and tracking number, then pick the issue: lost, stolen, or damaged.
Provide Your Claim Evidence
Attach what's needed (photos of damaged items, for example) and submit. Route reviews claims promptly and emails you the outcome.
File your claim promptly.
Route applies set filing windows for lost, stolen, and damaged parcels. Miss one, and the claim can be rejected. Confirm the current timeframes in Route’s terms, and file as soon as something looks wrong.
Lost in transit
Give a delayed scan a little time, but don't wait out the filing window: submit as soon as it's clear.
ARRIVED DAMAGED
Photograph the parcel and its contents before anything gets binned, then file your claim straight away.
Vanished in transit
File when tracking stalls out, measured from the last scan, not the order date.
If you opt out, help gets harder.
Route is selected on your order by default at checkout, and you can deselect it before payment. It cannot be added back after the order is placed.
Skip it and Ultra Pep Labs will still fix any mistake we made: the wrong item, a missing item, or an error in fulfilment on our end. What falls outside that is a parcel the carrier loses, misdelivers, or damages. Without Route, those are not eligible for replacement or refund review, and our shipping policy stands exactly as written: all sales are final.
File with Route first, then bring us in.
Claims on protected packages go straight to Route. On our side, Ultra Pep Labs can verify what left our facility, send your tracking again, or dig into any fulfilment question. Reach us at support@ultrapeplabs.com