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Route Package ProtectionUpdated 2 years ago

What is Route Package Protection?

Route offers you "peace of mind" package protection for lost, stolen, or damaged orders at an affordable price. Package protection is 100% optional and may be opted-in at any time before completing your next checkout. 

How does Package Protection work?

Route package protection is simple insurance! You can opt-in to package protection when completing your next checkout. You’ll receive a Route order confirmation email which includes:

  • A link to download the Route app on your web or mobile device
  • A link to the Route Resolve Center

Simply log into the Route Resolve Center in the event your delivery is lost, damaged, or porch pirated. No need to reach out to our support team for next steps! Your Soylent purchase is fully protected and replacement items can be scheduled immediately (by you) in a few simple clicks, at no extra cost.

How much does Package Protection cost?

Package protection is 100% optional and calculated based on your cart subtotal during checkout:

My order total is:Package Protection cost:
Under $100.00 USD$0.98 flat fee
Over $100.00 USD2% of your shopping cart total

What orders qualify for Package Protection?

Packages presumed to be lost

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 US domestic shipments and within 30 days from the last checkpoint.

Delivered but missing package

Packages marked "delivered" yet not received are considered by Route as stolen and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises.

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.), manufacturing damages, packaging errors, or unsealed items. Route requires further evidence of the customer’s damaged item (i.e. more photos, videos, etc.).

What orders do not qualify for Package Protection?

Route Package Protection is currently available for orders considered lost, stolen, or damaged. Package protection is not eligible for Soylent deliveries that result in:

  • A wrong item or items received
  • A short shipped delivery (missing one or more items)
  • A product that did not meet expectations

For Route Package Protection questions or claim status, please contact [email protected]

Does Package Protection work on Subscriptions?

Absolutely! Route package protection is available for both one-time purchases as well as recurring orders. For subscription orders, a protection fee will be added to each recurring order that is scheduled (in other words, every scheduled order will be protected!). You can manage (and cancel) package protection at any time directly from your account dashboard.

I didn’t mean to add Route Package Protection. What do I do?

If your item has shipped, Route is already protecting your package that is currently in transit so it cannot be reversed or refunded. If your package is lost, damaged, or stolen, package protection will allow you to quickly replace the items in a few clicks at no additional charge or hassle.

NOTE: By opting out of package protection, Soylent is not liable for lost, damaged, or stolen items.

I have a question about my Route Package Protection. Who can I contact?

For Route Package Protection questions or claim status, please contact [email protected]


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