Support
Answers to all your burning questions
Curious about Curated? You came to the right place.
General Support

How do I contact Curated directly?

If you have an issue or question about your order, navigate to your My Orders page and follow instructions to contact support. They will get back to you via chat, phone call, or email. You can also give us ring during our business hours (9:30AM- 5:00PM PT) at (415) 326-8176‬.

How do I reset my password?

Already have a password, but forgot it? No shame, it happens to all of us. Simply go on the login screen, after you enter the phone number or email associated with your account you'll be sent to a screen that walks you through the password reset process. If you never created a password, logging in is a bit different. Every time you enter your email address or phone number, you will receive a 6-digit code to login.

Help, I can't make my purchase!

If you are having issues checking out, please let your expert know. They can help you troubleshoot. If you are still having issues, please call us at (415) 326-8176‬.

Is there tech support I can reach out to?

Need help with your online account or checking out your order? Contact our Customer Support team at support@curated.com, and our tech team will look into the issue.

How do I submit a support ticket?

When you reach the bottom of the Order Details page, simply click on the 'Contact Support' option to reach our customer support team and submit a ticket. We're here to help!

Where can I find my receipt?

After you make your purchase, you will be sent to a confirmation page with your receipt. We'll also send a receipt to your email, so please make sure we have your current email address on file. Anytime you need access to your receipt in the future, it will be available on your My Orders page.

How do I disable SMS communication?

To stop receiving SMS messages, simply reply STOP in all capital letters to the phone number that the messages were sent from.

Experts

Who are Curated experts and how are they paid?

Our experts don’t sound like salespeople because they aren’t salespeople. They’re experts because they have a profound love for what they do and are eager to help others pursue their passions. We make sure that you have a great experience by carefully screening new experts for professional credentials, customer service experience, and most importantly, deep category knowledge. Our experts are here to find the best products for you. They are dedicated to giving you unbiased opinions, and we commit to that by paying them for every conversation and giving them a fixed percentage commission for all purchases, regardless of brand. Loved your experience? Leave a tip! It’ll all go straight into the expert’s pocket.

How can I become an expert?

If you'd like to become an expert, please tell us a little bit about yourself through our Expert Application Page. We'll get back to you as soon as we can!

Orders

What forms of payments are accepted?

Pay however you'd like! We currently accept PayPal, and all major credit and debit cards via Stripe including Visa, MasterCard, American Express and Discover.

My payment got declined! What now?

Sometimes banks decline purchases over a certain size to protect your account from fraudulent activity. As a result, you might see a ‘payment failed' statement on your purchase. To reduce the chance of failure, please double-check that the zip code of your billing address matches the zip code you have on file for your card. If your payment still fails, please give your bank a call to authorize the payment and try again.

Are there payment plans, financing, or deferral options?

We offer Affirm and Afterpay as an option for our customers.

When do you charge my card?

We charge your card during the checkout process to ensure everything is in order before shipment. Large purchases means larger risks, so we want to make sure we're good to go before shipping.

I am being asked to verify my payment. How do I do that?

No worries! If you're asked to verify payment, it's just a quick security step. Follow the instructions provided or send a message to our support team‬, so that we can get this taken care of for you!

Can I change my payment method?

Sorry, but once you've placed an order, you can't change your payment method. However, if your order hasn't been fulfilled yet, you can cancel it on your My Orders page and simply create a new order with your preferred payment method. If you're unable to cancel it yourself, reach out to our Customer Support team, and we'll do our best to cancel!

What qualifies for a price match?

Our price matching criteria is as follows:

  • The product must be in stock and be identical to our product: same brand, model, color, and size
  • The product is eligible for direct shipping to your home
  • We will do our best to match prices from select retailers, ensuring that you receive the best value possible.

Please note that all price matches are subject to availability and eligibility criteria. Your expert is here to assist you with price matches, helping you determine if your product is eligible. If you have any questions or need assistance, please reach out to your expert – they will be happy to help!

How will I be taxed on my purchase?

Taxes charged to your credit card will be calculated based on the applicable state and local sales taxes when your order is billed.

Shipping

What is your shipping policy?

For orders of products from any of our Golf, Winter Sports, Coffee, Espresso and Kitchen categories, standard shipping is free on orders over $50 in the lower 48. For all other products, standard shipping is $9.99 in the lower 48. Standard shipping to Alaska or Hawaii is $125. Expedited delivery, if available, is an additional charge available at checkout. We do not ship internationally at this time.

How long will it take to get my item?

We work with many small merchants and love empowering them as small business just as much as we love hiring passionate experts. That being said, shipping can sometimes be a little slower than other websites. Generally, getting your item will take 7-10 business days, unless you hear otherwise. Please check with your expert if you're interested in expedited shipping.

How do I track my order?

You can find updates on your My Orders page. Feel free to ask your expert if you have any additional questions, or fill out a request with our support team.

My tracking number is not working! What happened?

This usually means that the merchant has created a label but the shipping company hasn't processed it yet. If this happens, wait few hours and hopefully your number will update. If you've waited a while, or you notice something else is wrong with tracking, please escalate your order through your My Orders page. We'll check on the order as soon as possible for you!

What carrier do you guys use?

The shipping carrier may change based on where your product is coming from and where it’s going. Carriers like UPS, FedEx, USPS, and others help us ensure our packages get to you smoothly!

Can I delay my shipment?

Sorry, we are unable to delay any shipments. Our order processing is lightning fast and we strive to make sure orders are delivered ASAP!

Can I ship to a PO box?

We work with different suppliers and their chosen shipping companies to get your order to you. We'll try our best to send it to your PO Box, but if that's not possible, we'll get in touch with you and ask for a physical address.

Can I ship to an APO/FPO address?

Sorry, but we don't ship to APO/FPO addresses at this time. If you have any other shipping questions, feel free to reach out!

Can I expedite my order if it's been shipped?

Once an order is shipped, we can no longer modify the shipping method used. Don't worry, though! You'll receive regular updates on your Order Details page once your order is on its way. This way, you can keep an eye on its status and look out for delivery. If you have any questions or concerns, feel free to reach out to our customer support team. We're here to help!

Why did my ETA change?

Sometimes, delivery times might change due to unexpected delays, bad weather, or logistical problems. We're sorry if this causes any inconvenience and thank you for your patience. Don't worry, if we find out that there are any delays with your order, we'll let you know as soon as possible!

Why did I receive two different tracking numbers?

Since we work with multiple vendors, your order may arrive in several shipments. But don't worry, we just want to get your stuff to you as soon as we can.

Returns/Exchanges/Warranty

What are your return and exchange policies?

We offer a 30-day return policy on most items. To view our policies in more detail, please visit the Returns page. To return an item, visit the My Orders page.

What are your requirements for returning?

  • Any item being returned must be brand-new and unused.
  • Completely remove all previous labels and markings from the outside of your box or case. This includes shipping labels, barcodes, HAZMAT and warning stickers, etc.
  • Include the original packaging & manufacturer tags to avoid restocking fees or invalid returns.
  • Once we receive the returned item, our team will thoroughly inspect and validate its condition to ensure that it meets our return policy guidelines

I got shipped the wrong item! What do I do?

First, we apologize for the inconvenience! We strive for 100% satisfaction, and we'll do everything we can to make it right. Please escalate your order through your My Orders page so that we can take care of it!

This doesn't fit. How do I send this back?

Sorry to hear that your product doesn’t fit quite right. No worries, though; we can help you out. Head to your My Orders and click “Order Support” to create a support ticket. One of our friendly Customer Support team members will assist you.

My order arrived damaged. What now?

If your order arrived damaged, please get in touch with us right away. We're here to help sort things out and get you a replacement. Just shoot us an email at support@curated.com, and we'll take care of the rest.

What's the warranty policy for this?

If you think you've got a warranty issue, shoot us an email with all the details. Be sure to include photos of the problem area and a description of the issue. Please keep in mind that certain manufacturers may need you to get in touch with them directly for warranty claims. If that's the case, we'll help you kick-start the process. You can reach us at warranties@curated.com.