What is Route?Updated a month ago

When placing an order with Purity Coffee, customers acknowledge and agree that once their package leaves our roaster, it is handled by a separate carrier for delivery to the designated address. We use three carriers - eDHL, USPS, and FedEx. We select the carrier based on the weight/items in your order, but if you have a specific preference we can usually accommodate that. While we take all necessary precautions to ensure that orders are securely packaged and protected, issues may arise during transit that are beyond our control.

We offer Route Protection as an optional add-on for customers who wish to safeguard their shipments against loss, theft, or damage during transit. Customers who purchase Route Protection will be covered for any issues that may arise during shipping, including refunds or replacements for damaged, lost, or stolen packages. 

You'll automatically be opted in, but if you choose to forego Route protection, you can opt out during the checkout process. Simply uncheck to remove the charge.

If your order included Route protection and there was an issue at delivery, you can file a claim here: https://claims.route.com/

Submitting a claim is quick and easy, with an average resolution time of less than 8 hours. Should you need assistance with this claim process, please let our support team know and we'd be happy to help.

For customers who do not purchase Route Protection, any requests for refunds or replacements due to issues during transit will be subject to the carrier's claim status. We will provide assistance and guidance throughout the claims process and work to resolve the issue as quickly as possible.