Shipping policy
Shipping Policy — Curelle
Effective Date: May 31, 2026 Last Updated: May 31, 2026 Contact: support@curelle.store
1. Overview
At Curelle, we are committed to delivering your order safely, securely, and as quickly as possible. This Shipping Policy outlines everything you need to know about how we process, handle, and ship your orders — from the moment you click "Place Order" to the moment your package arrives at your door.
We offer two shipping options at checkout: Free Standard Shipping and Priority Shipping for added peace of mind. Please read this policy carefully before placing your order so you have a clear understanding of our shipping timelines, procedures, and guidelines.
2. Shipping Options
Curelle offers two shipping options at checkout. Please select the one that best suits your needs.
2.1 Free Standard Shipping — $0.00
Our standard shipping option is completely free on all orders, with no minimum purchase required.
- Cost: Free
- Order Processing: 1–3 business days
- Shipping / Transit Time: 8–14 business days
- Total Estimated Delivery: 9–17 business days from order date
- Damage Protection: Not included — damaged items are handled through our standard Return & Refund Policy (refund or replacement subject to review)
2.2 Priority Shipping — $2.99
Priority Shipping is our premium shipping option designed to give you complete peace of mind. For just $2.99, your order receives two exclusive benefits:
Benefit 1 — Processing Priority: Priority Shipping orders are moved to the front of our fulfillment queue. While standard orders are processed in the order they are received (1–3 business days), Priority orders are processed before all standard orders on the same business day, ensuring your package is packed and dispatched as fast as possible.
Benefit 2 — Guaranteed Transit Damage Protection: If your order is damaged during shipping and transit, Curelle will automatically send you a brand new replacement product at no additional cost. No questions asked, no back-and-forth, no need to return the damaged item.
| Feature | Free Standard | Priority ($2.99) |
|---|---|---|
| Shipping Cost | $0.00 | $2.99 |
| Processing Time | 1–3 business days | Same business day (processed first) |
| Transit Time | 8–14 business days | 8–14 business days |
| Tracking Number | ✓ Included | ✓ Included |
| Transit Damage Protection | ✗ Not included | ✓ Free replacement guaranteed |
| Processing Priority | Standard queue | ✓ Front of the queue |
Note: Priority Shipping affects processing speed and damage protection. Transit/delivery time (8–14 business days) remains the same for both options as it depends on the carrier and destination.
3. Priority Shipping — Full Details
3.1 How Priority Processing Works
When you select Priority Shipping at checkout, your order is flagged in our system immediately. On the next available business day, our fulfillment team processes all Priority orders first, before beginning to process standard orders. This means:
- Your order is picked, packed, and quality-checked ahead of the regular queue
- Your tracking number is generated and emailed to you sooner
- Your package is handed to the carrier at the earliest possible dispatch window
3.2 Transit Damage Protection — How It Works
If your Priority Shipping order arrives damaged due to mishandling during transit, here is what happens:
- Contact us at support@curelle.store within 7 days of delivery
- Use the subject line: "PRIORITY DAMAGE CLAIM – [Your Order Number]"
- Include your order number, a description of the damage, and clear photos of the damaged item and packaging
- Our team will verify your Priority Shipping purchase and confirm the damage
- A brand new replacement product will be dispatched to you at no additional charge
- You do not need to return the damaged item
Important: Transit damage protection under Priority Shipping applies exclusively to damage that occurs during shipping and transit. It does not cover damage caused by the customer after delivery, misuse, or normal wear and tear.
3.3 What Counts as Transit Damage
Transit damage refers to physical damage that occurs while your package is in the possession of the shipping carrier. This includes:
- Crushed, cracked, or broken items due to impact during transport
- Water or moisture damage sustained during transit
- Items arriving with packaging that is visibly torn, punctured, or destroyed
- Items that are missing parts due to packaging failure during transit
3.4 Priority Shipping — Not Eligible for Damage Protection
The following situations are not covered under Priority Shipping transit damage protection:
- Damage caused by the customer after delivery
- Normal wear and tear from use
- Dissatisfaction with the product (covered separately under our Return & Refund Policy)
- Damage reported more than 7 days after delivery
- Orders where Priority Shipping was not selected at checkout
4. Order Processing
4.1 Processing Time by Shipping Type
| Shipping Option | Processing Priority | Processing Time |
|---|---|---|
| Priority Shipping ($2.99) | Processed first, before all standard orders | Same business day* |
| Free Standard Shipping | Standard queue | 1–3 business days |
*Priority orders placed before our daily fulfillment cutoff time will be processed the same business day. Orders placed after the cutoff or on weekends/holidays will be processed first on the next available business day.
4.2 What Processing Involves
All orders — both standard and priority — go through the following steps before dispatch:
- Payment verification and fraud screening
- Order confirmation and inventory check
- Picking, packing, and quality inspection of your items
- Labeling and handoff to the carrier
The difference with Priority orders is simply that they go through this pipeline ahead of all standard orders on the same day.
4.3 Business Days
Orders are processed on business days only (Monday through Friday, excluding public holidays). Orders placed on weekends or public holidays will begin processing on the next available business day — with Priority orders still being handled first.
4.4 Order Confirmation Email
Once your order is successfully placed, you will receive an Order Confirmation Email at the email address provided at checkout. This email will include:
- Your order number
- Shipping option selected (Free Standard or Priority)
- A summary of the items ordered
- Your billing and shipping address
- The total amount charged
Please check your spam or junk folder if you do not see the confirmation email within a few minutes of placing your order.
5. Tracking Your Order
5.1 Tracking Number Dispatch
Once your order has been packed and handed off to our carrier, we will send you a Shipping Confirmation Email containing your tracking number.
| Shipping Option | Tracking Number Sent |
|---|---|
| Priority Shipping | Earlier — due to priority processing |
| Free Standard Shipping | Within 1–3 business days of order |
5.2 How to Track Your Order
To track your order:
- Open the Shipping Confirmation Email sent to your registered email address
- Click the tracking link provided, or
- Visit the carrier's official website and enter your tracking number manually
- You can also contact us at support@curelle.store with your order number and we'll provide a status update
5.3 Tracking Not Updating
Please allow up to 24–48 hours after receiving your tracking number for the carrier's system to show live updates. If your tracking information has not updated for more than 5 business days, please reach out to us at support@curelle.store and we will investigate on your behalf.
6. Delivery Issues
6.1 Incorrect Address
It is the customer's responsibility to provide a complete and accurate shipping address at the time of checkout. Curelle is not responsible for orders that are delayed, lost, or undeliverable due to:
- Incorrect or incomplete address
- Missing apartment, suite, or unit numbers
- Undeliverable locations
If you notice an error in your shipping address after placing an order, please contact us immediately at support@curelle.store. We can only update the address if the order has not yet been dispatched.
6.2 Lost Packages
If your tracking information shows your package as delivered but you have not received it, please:
- Check around your property and with neighbors
- Check with your local post office or carrier depot
- Wait 1–2 business days, as carriers sometimes mark items as delivered prematurely
- If still unresolved, contact us at support@curelle.store with your order number
We will work with the carrier to investigate and find a resolution for you.
6.3 Damaged in Transit — Standard Shipping
If you selected Free Standard Shipping and your order arrives damaged, please:
- Take clear photos of the outer packaging and the damaged item(s)
- Contact us within 7 days of delivery at support@curelle.store
- Include your order number and photos in the email
We will review your case and arrange a resolution in accordance with our Return & Refund Policy, which may include a replacement or refund.
6.4 Damaged in Transit — Priority Shipping
If you selected Priority Shipping and your order arrives damaged, you are covered under our Transit Damage Protection. Please follow the steps in Section 3.2 above. A brand new replacement will be sent to you automatically upon verification — no return required.
6.5 Package Marked Delivered but Not Received
In cases where tracking confirms delivery but no package has been found, please contact us within 7 days of the marked delivery date. We will open a carrier investigation on your behalf. Investigations typically take 5–10 business days to resolve.
7. Customs, Duties & Taxes (International Orders)
For orders shipped internationally, your package may be subject to import duties, taxes, and customs fees imposed by your country's customs authority. Please be aware of the following:
- These charges are not included in the item price or shipping cost at checkout
- Customs fees are the sole responsibility of the customer
- Curelle has no control over customs processes or fees
- Customs clearance may add additional time to your delivery estimate
- Refusal to pay customs duties may result in the package being returned or destroyed, and refunds may not be issued in such cases
We recommend checking with your local customs authority before placing an order if you are unsure about potential fees.
8. Shipping Delays
While we make every effort to meet our stated shipping timelines, certain circumstances beyond our control may cause delays. These include:
- High order volumes during sale events, holidays, or product launches
- Carrier disruptions, strikes, or operational issues
- Natural disasters, severe weather, or force majeure events
- Global supply chain disruptions
- Customs delays for international shipments
- Public holidays in the origin or destination country
In the event of a significant delay, we will do our best to communicate updates to you via email. We appreciate your patience and understanding in such situations.
9. Holiday & Peak Season Shipping
During peak periods such as major holidays (e.g., Christmas, New Year, Black Friday, etc.), order processing and shipping times may be slightly longer than usual due to increased order volumes and carrier backlogs.
Priority Shipping customers will still be moved to the front of our processing queue, minimizing delays. We strongly recommend selecting Priority Shipping during peak seasons for the fastest possible dispatch.
10. Order Cancellation Before Shipment
If you wish to cancel your order before it has been shipped, you must do so within 30 minutes of placing your order. After that window, the order enters processing and cannot be cancelled.
For full details, please refer to our Return & Refund Policy.
11. Contact & Support
If you have any questions, concerns, or need help with your shipment, our customer support team is ready to assist.
Email: support@curelle.store Response Time: 1–3 business days
When contacting us about a shipment, please always include:
- Your full name
- Your order number
- Your shipping option (Standard or Priority)
- A brief description of your concern
This helps us locate your order quickly and provide you with the fastest possible resolution.
Quick Reference Summary
| Detail | Free Standard | Priority ($2.99) |
|---|---|---|
| Shipping Cost | $0.00 | $2.99 |
| Processing Time | 1–3 business days | Same day (processed first) |
| Tracking Number Sent | 1–3 business days | Sooner (priority processed) |
| Shipping / Transit Time | 8–14 business days | 8–14 business days |
| Total Estimated Delivery | 9–17 business days | 9–17 business days |
| Transit Damage Protection | ✗ | ✓ Free replacement |
| Cancellation Window | 30 minutes after order | 30 minutes after order |
| Damage Report Window | Within 7 days of delivery | Within 7 days of delivery |
Curelle reserves the right to update or modify this Shipping Policy at any time. Changes will be effective immediately upon posting to our website. We encourage you to review this page periodically to stay informed of any updates.
© 2026 Curelle. All rights reserved.