Protected all the way to your door.
Shipping protection is an added layer of package protection offered at checkout. If an eligible shipment is lost, stolen, or damaged after it leaves us, the claim can be reviewed for a replacement or refund.
Lost in transit
Tracking stops updating and the carrier can no longer locate the parcel.
Marked delivered, not received
The carrier scanned it as delivered, but nothing arrived at your address.
Damaged on arrival
The shipment arrives damaged. Clear photos of the item and packaging are required.
What Route is for.
Usually eligible
ROUTE KEPT- Tracking shows the package is lost or has stopped updating within Route's claim window.
- The carrier marks the package delivered, but it was never received at the address you entered.
- The carrier delivers to the wrong address while your checkout address was correct.
- The shipment arrives damaged in transit and you can provide clear photo or video evidence.
Not handled by Route
OUT OF SCOPE- Orders where Route was unselected at checkout, or added after the order was placed.
- Incorrect or incomplete addresses entered at checkout, refused deliveries, or access barriers.
- Carrier delays where the package still arrives undamaged.
- Questions about the product itself, or requests unrelated to carrier loss, theft, or damage.
How to file a Route claim.
Have your Northline order number, the email address you checked out with, and your tracking number ready before you start.
Open Route
Use the Route confirmation email from your order, or go straight to the Route claims page and look up the order.
Describe the issue
Select lost, stolen, or damaged. For damage, upload clear photos of both the vial and the outer packaging.
Route reviews it
Route assesses the claim and, if approved, resolves it with a replacement or refund under its own policy. Approval is Route's decision.
Don’t wait to file.
Route publishes claim windows for lost, stolen, and damaged shipments, and a claim filed after its window closes can be denied. Check the current deadlines and file as soon as you notice a problem.
Give the carrier a short grace period in case of a late scan, then file. Don’t let the window lapse while you wait.
Photograph the vial and the packaging before you discard anything, then file straight away.
File once tracking has clearly stalled, counting from the last scan rather than the order date.
Opting out changes who can help.
Route is added to your order at checkout by default and can be unselected before you pay. It cannot be added back once the order is placed.
Without it, Northline will still put right anything we got wrong, such as a wrong item, a missing item, or a fulfillment error on our side. But a package that the carrier loses, misdelivers, or damages is not eligible for Route replacement or refund review, and our shipping policy applies as written.
Start with Route, then loop us in.
Route handles protected-package claims directly. Northline can confirm what shipped, re-send your tracking, or look into a fulfillment question.