Shipping Policy
Last updated: September 22, 2025
Shipping at a Glance
- Order processing: normally 1–3 business days
- Estimated delivery after dispatch: normally 5–12 business days
- Tracking: provided by email when available
- Delivery estimates exclude weekends, public holidays, customs delays, and carrier disruptions
These timeframes are estimates rather than guaranteed delivery dates.
Order Preparation
After an order is placed, it enters processing so that payment, delivery details, product availability, and packaging can be confirmed.
Orders are normally processed within 1–3 business days. Processing may take longer during holidays, promotional periods, product launches, or unusually high order volumes.
Once processing begins, we may not be able to change or cancel the order. Contact service@cuvirae.com as soon as possible if you notice an error.
Delivery Estimates
Most orders are expected to arrive within 5–12 business days after dispatch. Actual delivery time depends on the destination, carrier network, customs procedures, local delivery conditions, and product availability.
Delivery estimates shown at checkout or in an order confirmation are provided for guidance. Weather events, customs inspections, transportation interruptions, and other circumstances outside our reasonable control may cause delays.
Tracking Information
When tracking is available, a shipping confirmation will be sent to the email address used at checkout. Tracking may require 24–48 hours to display its first carrier scan.
An order containing multiple products may arrive in separate packages. If this happens, each parcel may have its own tracking number and delivery date.
Address Accuracy
Customers are responsible for providing a complete and accurate shipping address. Before submitting an order, confirm the recipient name, apartment or unit number, street address, city, region, postal code, and country.
If an order has not entered fulfillment, we will try to correct an address when requested. We cannot guarantee changes after processing begins.
Additional shipping costs resulting from an incomplete address, refused delivery, or unsuccessful delivery attempt may be deducted from an eligible refund or charged before reshipment.
Customs and Import Charges
International orders may be subject to customs duties, import taxes, brokerage charges, or other fees imposed by the destination country. Unless checkout expressly states otherwise, these charges are the customer’s responsibility.
Customs procedures may also extend the delivery time.
Delivered but Not Located
If tracking shows that a parcel was delivered but you cannot locate it:
- Confirm that the shipping address is correct.
- Check entrances, mailrooms, parcel lockers, reception areas, and other secure locations.
- Ask household members, neighbors, or building staff.
- Allow one additional business day in case the carrier completed an early delivery scan.
- Contact the carrier using the tracking number.
If the parcel remains missing, email us with your order number and tracking information. We will review the available shipment records and assist where reasonably possible.
Damaged, Incorrect, or Incomplete Deliveries
Report a damaged product, incorrect item, or missing item within 7 days of delivery. Include:
- Your order number
- A description of the issue
- Photographs of the product
- Photographs of the packaging
- A clear photograph of the shipping label
Keep the product and packaging until our support team completes its review.
Business Information
Cuvirae is operated by GRAND BROAD (HONGKONG) LIMITED.
Email: service@cuvirae.com
Website: cuvirae.com
Registered Business Address
GRAND BROAD (HONGKONG) LIMITED
UNIT A7, 12/F ASTORIA BUILDING
34 ASHLEY ROAD
TSIM SHA TSUI
HK