• Shipping policy

Shipping policy

Last updated: October 13, 2026

Where we ship

We ship to addresses in the United States: all 50 states, including Alaska and Hawaii, and PO Boxes. We do not ship internationally at this time, and orders with a non-U.S. shipping address cannot be completed at checkout.

Shipping cost

Standard shipping is free on every order. There is no minimum order value and no handling fee.

Where your order ships from

Every order is packed and shipped from our fulfillment center in Cromwell, Connecticut, operated by our fulfillment partner. Because your order travels within the United States, you will never be asked to pay customs fees, import duties or import taxes on delivery.

Processing time

Orders are prepared for dispatch within 3–5 business days. Business days are Monday through Friday, excluding U.S. federal holidays. Orders placed after 3:00 PM Eastern Time begin processing on the next business day. Processing time covers final quality inspection and packing; it does not include delivery time.

Delivery time

We ship with USPS. Delivery takes 3–5 business days after dispatch, so most orders arrive within 6–10 business days of purchase. These are typical times, not guarantees: severe weather, holiday volume or carrier delays can add time, and we will keep you informed if your shipment is affected.

Tracking

When your order ships, you will receive an email with your USPS tracking number. Please allow up to 24 hours for the first tracking scan to appear. If you have not received a shipping confirmation within 5 business days of ordering, contact us and we will check your order.

Changing or cancelling an order

If you need to correct your shipping address or cancel an order, email info@thecilveras.com as soon as possible with your order number. We can make changes until the order is dispatched. Once a package is with USPS we are unable to redirect it; in that case please use the return process described in our Return & Refund Policy.

Incorrect or incomplete addresses

Please check your address carefully at checkout. If a package is returned to us because the address was incorrect or incomplete, we will contact you to confirm the correct address and reship it. If a package is delivered to an incorrect address that you entered, we cannot replace or refund the order.

Lost, delayed or damaged packages

  • Tracking shows "delivered" but you do not have your package: check with household members, neighbors and your building's mail area, and allow 48 hours, as USPS occasionally marks packages as delivered a day early. If it still has not arrived, contact us within 7 days of the delivery scan so we can open a trace with USPS and arrange a replacement or refund.
  • No tracking movement for 10 business days: contact us and we will open a case with USPS and resolve it with a replacement or refund.
  • Package or item arrives damaged: email us within 7 days of delivery with photos of the item, the packaging and the shipping label. We will send a prepaid return label and replace the item or refund you in full, whichever you prefer.

Questions

Ecom Labz LLC · 834 Cordova Palms Pkwy, St. Augustine, FL 32095

Email: info@thecilveras.com · Phone: +1 (615) 584-5768 (Monday–Friday, 9:00 AM–5:00 PM ET)