My package arrived damaged

A damaged delivery is frustrating, and it is one of the cases Curo does cover after shipment. Every order includes free Shipping Protection, so a package that arrives damaged, or never arrives at all, gets replaced. Here is exactly what to do.

What counts as damaged or defective?

An item that arrives broken, compromised, or otherwise defective in a way that makes it unsuitable for research use. This is separate from a change of mind, which is covered under the general policy in returns and refunds.

What should I do first?

Act within 7 days of confirmed delivery. Email support@curo.you and include:

1. Your order number.
2. A brief description of what is wrong.
3. Photos of the outer box, the shipping label, the inner packaging, and the damaged items.

Photos matter. A clear picture of the damaged vial or packaging is usually enough to move straight to a resolution without back-and-forth. Keep the items and packaging until we reply; we may send a prepaid return label.

How will it be resolved?

We reply within one business day. Damage in carrier custody is covered by Shipping Protection: one replacement per order at no cost, with a prepaid return label if anything needs to come back and no restocking fee. If a replacement is not possible, store credit posts to your account within 5 business days.

What if my package never arrived?

Shipping Protection also covers carrier-confirmed loss. If tracking shows no movement for 14 days after pickup, or the carrier declares the package lost, email support@curo.you with your order number and we replace it. Packages the carrier marked delivered to your checkout address, including porch piracy, are not covered. The full policy is on the Shipping page.

What if I miss the 7-day window?

Reach out anyway with your order number and photos. The 7-day window is the standard, but the team looks at situations individually. The sooner you make contact, the easier it is to help.

Related

• Returns and refunds
• Tracking your order
• Contact us