Package Protection

Route Package Protection & Peace of Mind Guarantee

At Awani Home & Gift, every fragile Dallah, glass tea set, and ceramic platter is double-bubble-wrapped and carefully boxed at our London, Ontario boutique.

To provide complete peace of mind for our Canadian and US customers, we partner with Route Package Protection to offer instant 1-click coverage against lost, stolen, or damaged packages during transit.

1. How Route Package Protection Works

  • Route is an optional package protection service offered at checkout.

  • A small fee (calculated dynamically based on your order total) is added to your cart when selected.

  • By keeping Route enabled, your entire order is 100% insured from our door to yours.

  • If an item arrives broken, Route reimburses you or pays for a brand-new replacement set to be shipped to you immediately without lengthy courier investigations.

2. What Items Are Covered?

Route Package Protection covers all household tableware, kitchenware, and home decor items shipped by Awani Home & Gift, including:

  • Glassware & Tea Sets: All glass cups, saucers, and teapots.

  • Ceramic & Porcelain: All ceramic coffee cups, bowls, and serving platters.

  • Dallahs & Metalware: All vacuum flasks, metal teapots, and serving trays.

  • Home Decor & Fragrance: All incense burners, statues, and decor accents.

3. How to File a Claim (Step-by-Step)

If your order arrives damaged, stolen, or lost in transit, filing a claim takes less than 2 minutes:

  1. Keep all original packaging, bubble wrap, and the outer cardboard shipping box.

  2. Take clear photos showing both the damaged item AND the outer shipping box.

  3. Visit claims.route.com on your phone or computer.

  4. Enter your Order Number and Email address.

  5. Select your preferred resolution: Free Replacement or Full Refund.

4. Claim Time Limits & Guidelines

Please note the following filing deadlines enforced by Route:

  • Damaged Items: Claims must be submitted within 30 days of the marked delivery date (Photos of the broken item and outer shipping box are required).

  • Stolen Packages: Claims must be submitted between 5 and 15 days after the marked delivery date.

  • Lost Packages: Claims must be submitted between 7 and 30 days of no tracking updates for domestic Canadian and US shipments.

5. Unprotected Shipments

If you manually uncheck or opt-out of Route Package Protection at checkout, risk of loss, theft, or transit damage transfers to the shipping carrier upon dispatch (FOB Shipping Point). Awani Home & Gift is not liable and cannot replace or refund items lost, stolen, or damaged during transit if package protection was declined.