Shipping policy

Shipping Policy

Last updated: 2026

Thank you for shopping with Curated Clinicals. This Shipping Policy outlines how and where we ship, the carriers we use, our processing times, and the terms governing the transit and delivery of your order. Please read this policy carefully — by placing an order with us, you agree to the terms set out below.

Where We Ship From

All orders are dispatched from our location in West Vancouver, British Columbia, Canada.

Where We Ship To

We currently ship across Canada and the United States. We do not currently ship to international destinations outside of these two countries. If your shipping address is outside our service area, your order cannot be processed.

Shipping Carrier

All orders are shipped exclusively via Canada Post Express. We have selected Canada Post Express as our standard service for its tracking reliability, expedited transit times, and signature options where available.

Shipping Rates & Free Shipping Threshold

  • Orders under $150 CAD — A flat or weight-based shipping rate is calculated at checkout based on your address and order contents.
  • Orders of $150 CAD or more — Free Canada Post Express shipping, applied automatically at checkout.

The free shipping threshold is calculated on the order subtotal after any discounts and before applicable taxes. Free shipping promotions may be modified, paused, or discontinued at any time without notice. Promotions in effect at the time of your order will be honored for that order.

Order Processing Time

Orders are processed within 1 to 2 business days of being placed. Business days are Monday through Friday, excluding statutory holidays observed in British Columbia, Canada. Orders placed on weekends or holidays will begin processing on the next business day.

Once your order has been processed and handed to Canada Post, you will receive a shipment confirmation email containing your tracking number and a link to Canada Post's tracking page.

Tracking

A tracking number is provided for every order and is included in your shipment confirmation email. You can use this number on the Canada Post website (canadapost-postescanada.ca) to monitor your package's journey from our facility to your doorstep.

We strongly encourage all customers to monitor their tracking actively and to be available to receive the package on the expected delivery date.

Estimated Delivery Times

Once your order has been dispatched, Canada Post Express delivery times are typically as follows:

  • Within British Columbia: 1–2 business days
  • Across Canada: 2–4 business days
  • To the United States: 3–7 business days (subject to U.S. customs processing)

These delivery windows reflect Canada Post's estimated transit times and are not guaranteed. Delivery may be delayed by weather, customs inspections (for U.S. orders), high carrier volume during peak seasons, or other circumstances outside our control or the control of Canada Post.

Customs, Duties & Import Taxes (U.S. Orders)

Orders shipped to the United States may be subject to customs duties, import taxes, brokerage fees, or other charges levied by U.S. Customs and Border Protection. These charges are the sole responsibility of the recipient. Curated Clinicals has no visibility into or control over these fees, cannot predict them in advance, and cannot include them in your order total at checkout.

If a U.S. order is refused at customs or returned to us due to unpaid duties, any shipping costs incurred for the return will be deducted from your refund.

Shipping Address Accuracy

It is the customer's sole responsibility to provide a complete and accurate shipping address at checkout, including street number, unit or apartment number, postal code, and any necessary delivery instructions. We ship to the address exactly as provided.

If you discover an error in your shipping address after placing your order, please contact us immediately at info@curatedclinicals.com. We will make every reasonable effort to update the address before the order is dispatched. However:

  • Changes cannot be guaranteed once an order has entered processing.
  • Once an order has been handed to Canada Post, the address can no longer be modified by us.
  • Curated Clinicals is not responsible for orders delivered to incorrect addresses provided by the customer at checkout.

Carrier Liability — Lost, Stolen, or Undelivered Packages

Please read this section carefully.

Once an order has been dispatched and a tracking number has been issued, responsibility for the package transfers from Curated Clinicals to Canada Post. We carefully package, label, and hand off every order to Canada Post, but we have no physical control over the package while it is in transit. Accordingly, Curated Clinicals does not assume liability for packages once they are in the carrier's possession.

If your package has not arrived within the carrier's estimated delivery window, please take the following steps before contacting us:

  1. Check the tracking link in your shipment confirmation email for the most current status.
  2. Verify the shipping address you provided at checkout was complete and accurate.
  3. Check with neighbours, building concierge, leasing office, or your local Canada Post depot — packages are sometimes accepted by a neighbour or held for pickup.
  4. Allow up to 2 additional business days beyond Canada Post's estimate, as carrier estimates are not guaranteed.

If the above steps do not resolve the issue, please contact us at info@curatedclinicals.com with your order number. We will open a service ticket directly with Canada Post on your behalf to investigate the package's whereabouts.

Outcomes of a Carrier Investigation

  • If Canada Post confirms delivery to the address provided at checkout — meaning the carrier's records show the package was successfully delivered to that address — Curated Clinicals is unable to issue a refund or send a replacement. In these cases, we recommend the customer:
    • File a parcel-search claim directly with Canada Post.
    • File a police report if theft is suspected, as some homeowners' or renters' insurance policies and credit card protections cover stolen mail.
  • If Canada Post confirms the package as lost in transit or undeliverable — meaning the carrier acknowledges the package never reached the destination — we will work with you on a refund or replacement once the carrier investigation is complete.
  • If the carrier investigation is inconclusive, any resolution will be at the sole discretion of Curated Clinicals on a case-by-case basis.

Carrier investigations typically take 5–10 business days to complete. We appreciate your patience while Canada Post performs its investigation.

By placing an order with Curated Clinicals, you acknowledge and agree to these shipping-liability terms and accept that Curated Clinicals is not financially responsible for packages confirmed as delivered by the carrier.

Damaged Packages

We package every order with care, but damage can occur in transit. If your order arrives with visible damage to the outer packaging or to the products inside:

  1. Photograph the outer shipping box before opening it, especially any signs of crushing, tearing, or punctures.
  2. Photograph the affected products and any damaged inner packaging.
  3. Email info@curatedclinicals.com with your order number and the photos within 48 hours of delivery.

We will work with you and Canada Post to resolve the issue. Claims submitted after 48 hours may be declined, as the carrier's damage-claim window may have closed.

Order Changes & Cancellations

Once an order has been processed and handed to Canada Post, we are unable to cancel or modify it. If you need to make a change, please contact us as soon as possible after placing your order — we will do our best to accommodate changes before the order enters processing, but cannot guarantee changes after dispatch.

Refused Deliveries

If a customer refuses delivery of an order without prior arrangement with Curated Clinicals, any shipping costs incurred for the return — including return-to-sender fees charged by Canada Post — will be deducted from any refund issued.

Questions

For any shipping-related questions, please contact us at info@curatedclinicals.com. We respond within one business day, Monday through Friday.

This policy may be updated from time to time. The version posted on this page at the time of your order applies to that order. Material changes will be communicated where reasonably possible. Last updated 2026.