Shipping Policy

This Shipping Policy is formulated by soylentus.com, a professional e-commerce platform engaged in the sales of high-quality Soylent nutritional products. This policy applies to all orders generated by users when browsing, selecting goods and completing payment on the official website soylentus.com, including all individual consumer orders, bulk purchase orders and wholesale orders. All users who complete order payment on soylentus.com shall be deemed to have fully read, understood and agreed to all the terms of this Shipping Policy. The purpose of formulating this policy is to standardize the product delivery process, clarify the rights, obligations and relevant rules between the platform and users in the logistics and distribution link, ensure the orderly progress of goods delivery, and protect the legitimate rights and interests of both the platform and consumers. All logistics and distribution services of soylentus.com follow the principles of standardization, transparency, efficiency and safety. We have established a complete logistics management system and long-term cooperative relations with many high-quality global logistics providers to provide stable and reliable delivery services for all customers around the world.

After the user successfully completes the payment operation on soylentus.com, the platform system will automatically confirm the order information, including the purchased product name, specification, quantity, receiving address, contact information and payment amount. Our warehouse management team will sort out all paid orders in real time every day. The unified order processing and delivery time of soylentus.com is 1 to 3 working days. The working days here do not include official holidays and weekends. Within 1 to 3 working days after the order payment is successful, our warehouse staff will complete the procedures of goods picking, quality re-inspection, standardized packaging and outbound registration for your ordered products.

In the process of goods packaging, we adopt professional packaging schemes according to the characteristics of Soylent products. Considering the storage and transportation requirements of nutritional meal replacement products, we use shockproof, compression-resistant and sealed packaging materials to prevent the products from being damaged, leaked, damp or polluted during long-distance transportation. Each package will be pasted with a unified logistics label, which clearly marks the order number, receiving information, product information and logistics tracking code, to ensure that each package can be tracked and managed in the whole process after leaving the warehouse.

In case of large-scale promotional activities, peak order volume, temporary shortage of individual products and other special circumstances, the individual order delivery time may be slightly delayed, but we will control the delayed time within a reasonable range. Meanwhile, the platform will post prompt notices on the official website homepage in advance, and the system will also send message reminders to users with delayed orders to explain the situation, so as to obtain users’ understanding. We will try our best to shorten the delivery cycle and ensure that the goods are delivered to the logistics carrier as soon as possible.

soylentus.com implements a unified delivery time standard for all orders worldwide. No matter whether your receiving address is a local address or an overseas cross-border address, the estimated total time from the date of goods outbound to the date of goods arrival at the receiving address is 6 to 12 working days. This delivery cycle comprehensively covers all links such as trunk line transportation, regional distribution, terminal courier delivery and necessary formalities handling involved in the transportation process. We have fully considered the possible influencing factors in the global logistics transportation process, including regional distance, conventional customs inspection procedures, regional distribution efficiency and other conventional situations, and set the 6-12 working days delivery cycle based on the big data summary of long-term logistics operation.

It needs to be specially explained that the 6-12 working days is the conventional estimated delivery time. For individual remote regions, regions with strict customs inspection and areas affected by unexpected factors such as extreme weather, natural disasters and local traffic control, the delivery time may be slightly extended. Once such abnormal situations occur, our logistics management team will track the transportation status of the goods in real time, update the logistics information synchronously on the platform, and users can check the latest logistics progress through the order details page of soylentus.com at any time. We will not provide additional express and expedited distribution services for the time being, and all orders will be delivered in accordance with the unified conventional distribution cycle. Please all users arrange the purchase plan reasonably according to the delivery cycle.

All commodities sold on soylentus.com enjoy the global free shipping service, which is one of the long-term preferential services of our platform. For any order completed on soylentus.com, regardless of the total order amount, the quantity of purchased products, the volume and weight of the package, and regardless of whether the receiving address is domestic or overseas, users do not need to pay any logistics and distribution fees. All freight expenses in the whole process from the warehouse outbound to the terminal delivery shall be fully borne by soylentus.com.

The free shipping policy covers all conventional logistics links of standard packages. The free shipping service is automatically activated after the user completes the order payment, without the need for users to collect coupons, reach a specified consumption amount or meet other additional conditions. We adhere to the principle of real concessions, let every customer can enjoy the free shipping benefit simply and directly, and effectively reduce your shopping cost. There is no hidden charge in our free shipping service. Any personnel who claim to be the staff of soylentus.com and ask users to pay freight fees privately are fake staff. Users can report such situations to our official support email support@soylentus.com in a timely manner.

After the goods are delivered from the warehouse of soylentus.com and handed over to the cooperative logistics carrier, the platform system will generate a unique logistics tracking number for the order in real time. Users can find the logistics tracking entrance in the order details page of soylentus.com, and query the real-time location, transportation link and expected arrival time of the package through the tracking number. The logistics information will be updated synchronously with the data of the logistics carrier. Under normal circumstances, the logistics information will be updated every 24 to 48 working hours. If the logistics information is not updated for a long time, it may be that the goods are in the long-distance trunk transportation link or the data synchronization of the logistics system is delayed. Users can first wait patiently. If the logistics status is still not updated beyond the conventional time, please contact our customer service team through support@soylentus.com, and we will coordinate with the logistics carrier to check the situation and feed back the results to you in a timely manner.

When your package arrives at the receiving address, please check the outer packaging of the package first when signing for it. First, check whether the outer package has obvious damage, extrusion, water immersion, opening and other abnormal conditions. If the outer package is intact, you can complete the signing for and receive the goods normally. After receiving the goods, please open the package in time to check the types, quantities, specifications and intactness of the internal products, and confirm whether the products are consistent with the content of your order.

If you find that the outer package is severely damaged, deformed or has obvious traces of being opened when signing for the goods, you have the right to refuse to sign for the goods on the spot, and take photos to retain the evidence of package damage. Meanwhile, please contact our customer service team through the official email in time, inform us of the specific situation of the package and the receiving address, and we will communicate with the logistics carrier to verify the responsibility and formulate a follow-up solution for you, including re-delivery, return and refund and other options. If you find that the product quantity is missing, the specification is wrong or the individual product is damaged after opening the intact package, please also take photos to record the real situation of the products, and send the photos and order information to support@soylentus.com. We will verify the problem as soon as possible and provide after-sales service for you in accordance with the Return Policy and Customer Service Policy of the platform.

In the process of logistics transportation, in case of the loss of the package due to the mistakes of the logistics carrier, operational errors and other reasons, after the user feeds back the problem and we complete the verification with the logistics side, soylentus.com will take the initiative to assume the relevant responsibility. Users can choose two solutions: one is that we arrange to re-deliver the products you ordered free of charge, and the re-delivered goods still follow the unified 1-3 working days delivery time and 6-12 working days delivery cycle; the other is to apply for a full refund of the order amount, and we will handle the refund in accordance with the platform’s Refund Policy. We will fully respect the user’s choice and complete the corresponding processing work efficiently.

If your order exceeds the estimated 6-12 working days delivery cycle and the goods still have not been delivered, and the logistics information shows that the package is in a stagnant state, please first query the local logistics distribution situation to rule out the impact of local holidays, customs inspection and other factors. If it is confirmed that the goods are stagnant for no reason, please contact our customer service team in time. We will launch a special investigation procedure, track the specific location and status of the goods with the logistics provider, and feed back the investigation progress to you every day. According to the actual situation of the goods, we will negotiate with you to choose re-delivery, full refund and other solutions to ensure that your legitimate rights and interests are not damaged.

If the logistics carrier delivers the package to the wrong receiving address due to address scanning errors, distribution errors and other reasons, after receiving the user’s feedback, we will immediately contact the logistics side to recall the wrong delivered package. After the package is recalled and verified to be intact, we will re-deliver the goods to your correct receiving address free of charge. If the recalled package is damaged or lost, we will arrange re-delivery or full refund for you according to the actual situation. Users do not need to bear any additional costs caused by wrong delivery.

For bulk purchase orders and wholesale orders on soylentus.com, the order processing time is still implemented in accordance with the unified 1-3 working days delivery standard. Considering the large volume and weight of bulk goods, we will adopt more solid reinforced packaging to ensure the safety of goods in long-distance transportation. The delivery cycle of bulk orders is still 6 to 12 working days uniformly. For large wholesale orders with ultra-large quantity, our wholesale business manager will communicate with the purchaser in advance, properly adjust the logistics distribution scheme on the premise of ensuring the delivery efficiency, and provide dedicated logistics tracking service for bulk orders. All bulk orders and wholesale orders also enjoy the platform’s global free shipping service, with no additional freight charges.

soylentus.com reserves the right to revise and update this Shipping Policy according to the actual operation situation of the platform, the adjustment of logistics cooperation resources and changes in the industry norms. When we make major revisions to the policy content, we will post the updated policy notice on the obvious position of the official website soylentus.com in advance to inform all users. The updated Shipping Policy will take effect from the date of publication. After the policy is updated, the newly generated orders shall be implemented in accordance with the new policy terms; the orders that have been paid and are in the process of delivery shall continue to be implemented in accordance with the policy terms at the time of order placement.

All terms of this Shipping Policy are interpreted exclusively by soylentus.com. If users have any questions about the content of this policy, they can send consultation emails to support@soylentus.com, and our customer service team will answer your questions in detail. We will always adhere to standardized logistics services, strictly implement the delivery rules, and strive to deliver every product to the hands of users safely, quickly and intactly.