Shipping policy

Shipping Policy

Effective Date: May 5, 2026

At Ocurél, we strive to get your order to you as efficiently as possible. Please review the following shipping terms, which govern the processing and delivery of your purchase. By placing an order, you agree to these terms.

1. Processing Time

Orders are processed Monday through Friday, excluding public holidays.

  • Processing Period: Please allow 1–3 business days for your order to be processed, packed, and handed over to our shipping carriers.

  • High-Volume Periods: During holidays, sales events, or high-volume periods, processing times may be extended. We appreciate your patience during these times.

  • Order Modifications: Once an order has been processed and a shipping label has been generated, we cannot change the order details or shipping address.

2. Shipping Rates and Delivery Estimates

Shipping costs are calculated at checkout based on the shipping method selected, the weight of the package, and the destination address.

  • Delivery Estimates: All delivery timelines provided at checkout are estimates only and are based on averages provided by our carriers.

  • Carrier Delays: Ocurél is not responsible for shipping delays caused by weather, carrier disruptions, customs processing, or other factors outside of our direct control.

  • Guarantees: We do not guarantee specific delivery dates. Shipping fees are non-refundable once the carrier has accepted the package.

3. Shipping Address Accuracy

It is the customer's sole responsibility to ensure that the shipping address provided at checkout is complete and accurate.

  • Incorrect Addresses: If a package is returned to us due to an incorrect or incomplete address provided by the customer, we will contact you to arrange re-shipment. The customer will be responsible for all additional shipping costs associated with the re-delivery.

  • Non-Deliverable Items: Ocurél is not liable for packages delivered to an incorrect address if that address was provided by the customer during checkout.

4. International Shipping, Customs, and Duties

For international orders, please be aware of the following:

  • Customs Fees: International shipments may be subject to import duties, taxes, and customs clearance fees levied by the destination country.

  • Customer Responsibility: These charges are the sole responsibility of the recipient. Ocurél does not collect these fees at checkout, and we have no control over them. If you refuse to pay these charges and the package is returned to us, we will deduct the cost of return shipping and any associated customs fees from your refund.

5. Lost, Stolen, or Damaged Packages

  • Liability Transfer: Once a package has been handed over to the carrier and scanned as "shipped," the risk of loss or damage transfers to the carrier and the customer.

  • Lost Packages: If your tracking information shows "delivered" but you have not received your package, please contact the carrier directly to file a claim. We are not responsible for packages stolen from the delivery location after the carrier has confirmed delivery.

  • Damaged Items: If your order arrives damaged, please refer to our Refund and Return Policy (Section 5) and contact us at hello@ocurel.com within 48 hours of delivery with photos of the damage.

6. Order Tracking

Once your order ships, you will receive an automated email containing your tracking number. Please allow 24–48 hours for the carrier's tracking system to update. We are not responsible for errors in the carrier's tracking systems.

If you have questions regarding your shipment that are not covered here, please contact our support team at hello@ocurel.com. We aim to respond to all shipping inquiries within 1 business day.