Our experts and the rest of the Curated team want you to love your purchase! Ideally the connection you’ve built with our experts keeps you coming back anytime you need advice in the future. To ensure you have an amazing post-sale experience, we operate with two key principles: transparency and fairness.
If you are not completely satisfied with your product please reach out to us so we can help make it right.
Holiday 2022 time-frame extension
For purchases made between October 28th, 2022 and December 24th, 2022 you may return items by January 15th, 2023 or within 30 days of delivery - whichever is longer. The following exceptions apply:
- Bikes must be returned within 14 days of delivery
- Grills must be returned within 30 days of delivery
- Tennis products must be returned within 30 days of delivery
- Baby & Toddler items may still be returned within 60 days of delivery
Holiday 2022 guarantee extension: Purchases that qualify for our golf playability guarantee or fishing castability guarantee and were made between October 28th, 2022 and December 24th, 2022 may be returned by January 15th, 2023.
We offer a 30-day peace of mind returns on most* items.
Eligible items: We offer returns on items in new condition that are in their original packaging. Items purchased used are not eligible to be returned. Mounted skis / snowboards, rigged fishing products, and customized products are not eligible for returns. Bikes must be unridden and in their original packaging. Feel free to try on apparel and footwear, just don’t remove the tags or wear it beyond trying on. Breast pumps must be unopened and in their original packaging. Grills must be in unused, unassembled condition and returned in the original packaging.
Time-frame: You may return items within 30 days of delivery, with the following exceptions:
- Bikes must be returned within 14 days of delivery.
- Baby & Toddler items must be returned within 60 days of delivery.
Return shipping fees: If the return is a result of our error, we will happily pay for shipping. Otherwise, we charge $7 for return shipping of most items with the following exceptions:
- No return shipping or restocking fees on all Baby & Toddler items
- $14 for return shipping of fishing rods, combos, and outfits
- $69 for return shipping of other oversized items (e.g. large car accessories)
- $100 for return shipping of bikes
- 20% restocking fee for used coffee and espresso machines and grinders, some exceptions apply
- All shipping costs are deducted from the refund for grills (including original shipping)
- In all cases, these fees will be subtracted from the refund amount
Refunds: Refunds will be processed as soon as we confirm receipt of your returned item. It can take up to 2-3 weeks for us to receive, process and validate your returned item (1-2 business days to generate a return label, 5+ business days to ship, process and validate, 1-2 business days to process the refund, and 5+ business days for your bank to clear the funds).
Discounts and tips: If any discounts were applied during your purchase, you will not receive a refund for the value of the discount. Your refund will be the amount you paid minus any fees. Tips are paid directly to experts for their work providing you recommendations, and are non-refundable. If you have any questions about this please reach out to support.
Exchanges: To exchange an item, please initiate a return for the original item and place a new order for the new item. This will allow you to get your new item quickly and avoid the risk of it selling out. Keep in mind that you will be charged for both items. We’ll issue a full refund, minus the return shipping cost, once the original item is returned to us in new, unused condition. Our support team is happy to help with any exchange questions you may have.
Cancellations
You may cancel any order within thirty (30) minutes of purchase. If you cancel after this time period, your order may have already been processed with our warehouse or one of our partners. If you cancel after this time period, you may be responsible for the return fees detailed above.
Satisfaction guarantees
Your purchase may qualify for 14-day no-questions-asked return.
Golf playability guarantee: We're so confident our experts will choose the right clubs for you that if you buy the clubs your expert recommends, we'll let you play them for 14 days. If you don't like them, send them back for a full refund. This guarantee is subject to the following conditions:
- The item must be a new golf item (not pre-owned or used).
- The item must be off-the-shelf with NO customizations.
- The item must be recommended to you by one of our experts.
- You may try out the item before returning them; hit balls, play a round (or 14), swing the clubs.
- If you decide that your purchase isn't working out, you will receive a full refund, minus applicable return shipping fees.
Fishing castability guarantee: We’re so confident our experts will get the right rod in your hand that if you buy one your expert recommends, we’ll let you test it out for 14 days. Take it out and cast it; and if it doesn’t feel great in your hand, send it back for a full refund. This guarantee is subject to the following conditions:
- The rod must be new when purchased (not pre-owned or used)
- The rod must be off-the-shelf with no customizations
- The rod must a singular rod; no outfits or combos
- The rod must be recommended to you by one of our experts
- You may try out the rod before returning it; take it to your local fishery or casting pond
- If you decide that your purchase isn't working out, you will receive a full refund, minus applicable return shipping fees.
Warranties and Damage
Shipping damage: If an item arrives to you damaged, we will offer a full refund for the item so long as you send it back to us, and subject to our return shipping fees policy above. If a bike needs minor repairs due to damage during transit, we will encourage you to bring the bike to a local bike shop. We will reimburse you for parts and labor costs associated with the repair (according to a provided invoice from the shop). If the bike is substantially damaged, we will cover return shipping. We may encourage you to bring the bike to a bike shop to be professionally packaged in order to prevent further damage on the return trip. In all cases, we strongly encourage you to have your local bike shop inspect any bike you purchase before riding.
Bikes: If your bike needs minor repairs due to damage during transport and the damage can be repaired at a local bike shop, Curated will encourage the customer to bring the bike to a local bike shop and will reimburse the customer for parts and labor costs associated with a picture of the invoice from the shop. Curated will pay for the return shipping if the bike is substantially damaged. Curated may encourage you to bring the bike to be professionally packed at a local bike shop and will reimburse the cost of packaging in order to prevent damage on the return trip. In all cases, we encourage you to inspect the bike for damage before fully unpacking the bike.
Grills: If you receive a damaged item, you must notify us within five (5) calendar days of delivery. Open and inspect all items upon delivery. If you are not installing your product right away, you will still need to open it and inspect everything for damage. Keep all of the packaging (including the box) and all pieces in the event that the item will be returned.
Warranty claims: Please email warranties@curated.com if you have a potential warranty issue that is not a result of natural wear and tear and is not due to an accident. Please provide as much detail about your issue as possible in your email. Attach photos of the defective area on the item with a description of the issue. Note that some manufacturers will require you to contact them directly with warranty claims; if this is the case, we will help you start that process.