Curated support

Support questions

How do I contact Curated.com directly?

If you have an issue or question about your order please use order support to contact our Customer Experience Team. 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 (855) 411-5633.

How much will shipping cost?

Standard shipping is free on orders over $50 in the lower 48. We charge $34.95 to ship orders to Alaska, and $39.95 to ship orders to Hawaii. Expedited delivery, if available, is an additional charge available at checkout.

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.

Where is my item coming from?

We work with local businesses all around the United States and also have larger partnerships with brands in each of our categories. Orders are processed on case by case basis, so we're happy to let you know once your order is picked up by a merchant.

Are there payment plans, financing, or deferral options?

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

How does Affirm work? We have partnered with Affirm to give you a simple way to make your purchase with no hidden fees.

  • Easy monthly payments: Provide some basic information and get a real-time credit decision to split your purchase into monthly payments. Rates from 10% to 30% APR with loans of 3, 6, or 12 month terms.
    • Based on a purchase price of $500.00 at $43.97/mo at 10% APR for 12 months. Downpayment may be required
  • Flexible repayment: Simply pay your monthly bill using a debit card, bank transfer at www.affirm.com/pay.
  • Disclosure: Subject to credit check and approval. Down payment may be required. For purchases under $100, limited payment options are available. Estimated payment amount excludes taxes and shipping fees. Affirm loans are made by Cross River Bank, a New Jersey State Chartered Commercial Bank, Member FDIC. See www.affirm.com/faqs for details.

How does Afterpay work? AfterPay allows you to make 4 interest-free payments due every 2 weeks when you select Afterpay at checkout

  • Select Afterpay as your payment method at checkout. Register or log in to your Afterpay account and provide your payment details.
  • Complete your checkout. Get an instant approval decision online.
  • Pay over 4 equal payments. Enjoy your purchase right away! Pay every two weeks with zero interest and no fees when you pay on time.
  • See www.afterpay.com/how-it-works for details.
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 (855) 411-5633.

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.

Is your website secure?

Yes, we're using the latest technology to make sure your payments are secure. All payments are processed via Stripe (certified to PCI Service Provider Level 1, the best in class security for online payments) or PayPal. Your information is private unless you choose to share it with your expert or during the quiz. For more info, please read our Privacy Policy.

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.

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.

How do I unsubscribe or change the way I get notifications?

If you'd like change the way you interact with your expert, you can do so through the toggles on your notifications page. Please keep in mind that turning off all notifications will remove your ability to interact with your expert and receive personalized recommendations.

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 Curated's website after you log in.

Can I change or cancel my order?

Our team tries to ship orders as quickly as possible. Because of this, we ask that you please make changes to your order within an hour of your original purchase. Please escalate your order through our order support. If it has been longer than an hour, we'll look into the order and try to do what we can.

What are your return and exchange policies?

Products: We offer a 30-day return policy on most items. For more details please visit our returns page.

Experiences: Since we have a number of different experiences on Curated, the quick answer is - it depends.

Prior to the experience, please refer to the details of your charter contract. Usually, unless you agreed to a non-refundable deposit, we'd be happy to refund your money more than 7 days prior to the date of the experience. If your contract states otherwise, please refer to the contract.

If you've already enjoyed the experience, we usually cannot give refunds. If you believe you did not receive the experience you paid for, please contact us through order support and we'll do our best to make things right.

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 our order support page so that we can take care of it!

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 our orders page. Feel free to ask your expert if you have any additional questions, or fill out a request with our support team.

Tracking number 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 Order Support. We'll check on the order as soon as possible for you!

Where do I apply to become a merchant?

We're always excited about building relationships with new businesses. If you're interested in working with us, please email our partnerships team. We'd love to connect and see if there's a fit!

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!

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.