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Orders & Shipping
My package arrived damaged
Last updated: July 3, 2026
A damaged delivery is frustrating, and it is one of the cases Curo does cover after shipment. 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 48 hours of confirmed delivery. Email info@curo.you and include:
- Your order number.
- A brief description of what is wrong.
- Photos of the damage, which help us resolve it quickly.
Photos matter. A clear picture of the damaged vial or packaging is usually enough to move straight to a resolution without back-and-forth.
How will it be resolved?
The remedy is a replacement or store credit, at Curo's discretion. When the problem is on Curo's side, there is no cost to you: a prepaid return label is provided if anything needs to come back, and there is no restocking fee. Approved store credit posts to your account within 5 business days.
What if I miss the 48-hour window?
Reach out anyway with your order number and photos. The 48-hour window is the standard, but the team looks at situations individually. The sooner you make contact, the easier it is to help.