Shipping policy

This Shipping Policy (“Policy”) describes how Cleo&Hooman (“Cleo&Hooman,” “we,” “us,” or “our”) processes and delivers orders placed through our website. By placing an order with us, you agree to the terms set out in this Policy, in addition to our Terms of Service and Privacy Policy.

1. Shipping destinations

1.1 We currently ship to addresses located within the United States and Canada only.
1.2 We do not ship to P.O. boxes, freight forwarders, or international addresses outside of the United States and Canada, unless expressly stated at checkout.
1.3 You are responsible for providing a complete and accurate shipping address. We are not liable for orders that are delayed, lost, or returned due to incorrect or incomplete address information provided by you.

2. Order processing times

2.1 Orders are typically processed within one (1) to two (2) business days after the order is placed, excluding weekends and U.S. federal holidays.
2.2 Processing time may be extended during high‑volume periods (including launches, promotions, and holidays) or due to circumstances beyond our reasonable control.
2.3 Processing time is separate from carrier transit time and does not include weekends or holidays.

3. Shipping methods, fees, and delivery estimates

3.1 Available shipping methods and associated fees are displayed at checkout and may vary based on your shipping address, order value, and cart contents.
3.2 Unless otherwise stated on the website at the time of purchase:

  • United States: Standard shipping is available, with an estimated transit time of approximately two (2) to five (5) business days after dispatch.

  • Canada: Standard international shipping is available, with an estimated transit time that typically ranges from approximately five (5) to twelve (12) business days after dispatch. Actual delivery times may vary based on destination and customs processing.

3.3 Delivery timeframes are estimates only and are not guaranteed. Once an order has been transferred to the shipping carrier, transit times and delivery are outside of our direct control.
3.4 We are not liable for delays caused by carriers, weather, natural disasters, labor disputes, customs processing, or any other events beyond our reasonable control.

4. Free shipping and promotions

4.1 From time to time, we may offer free or discounted shipping promotions. Any such promotions will be subject to the specific terms and conditions displayed on our website at the time of the promotion and may be changed or discontinued at any time without notice.
4.2 To qualify for any free‑shipping threshold, your order must meet the stated minimum purchase amount after discounts and before taxes and fees, unless otherwise specified.

5. Order tracking

5.1 Once your order has shipped, we will send a shipping confirmation email containing tracking information, where available.
5.2 Tracking information is provided by the carrier and may not update in real time. We do not guarantee the accuracy or completeness of tracking information.

6. Risk of loss; title

6.1 All products purchased from Cleo&Hooman are made pursuant to a shipment contract.
6.2 Risk of loss and title for products pass to you upon our delivery of the products to the carrier.
6.3 We are not responsible for any loss, theft, or damage that occurs after the carrier has taken possession of the shipment.

7. Lost, delayed, or damaged shipments

7.1 If you believe your shipment is lost, significantly delayed, or has arrived damaged, you must notify us in writing within fourteen (14) days of the original estimated delivery date or the date of delivery shown by the carrier, whichever is later.
7.2 For damaged shipments, you may be asked to provide photographs of the packaging and product, as well as any other documentation reasonably required to investigate the issue or submit a claim with the carrier.
7.3 We reserve the right, in our sole discretion, to offer a replacement, store credit, or refund, subject to applicable law and our Returns Policy. We may also require you to cooperate with any investigation or carrier claim as a condition of such remedy.

8. Customs, duties, and taxes (for Canadian orders)

8.1 For orders shipped to Canada, you are the importer of record and are responsible for any customs duties, import taxes, brokerage fees, and other charges that may be imposed by governmental authorities or carriers.
8.2 Such amounts are not included in the purchase price or shipping fee unless expressly stated at checkout and may be collected by the carrier at the time of delivery.
8.3 We are not responsible for delays caused by customs processing or refusal of packages by customs authorities.

9. Undeliverable or returned shipments

9.1 If a shipment is returned to us as undeliverable due to an incorrect address, refusal of delivery, failure to pay required customs or carrier fees, or repeated delivery attempts, we may, at our discretion:

  • Issue a refund for the product price only (excluding original shipping charges and any return shipping or customs fees incurred); or

  • Reship the order, subject to payment of additional shipping charges.

9.2 We are not obligated to reship an order that has been returned as undeliverable.

10. Shipping fees and refunds

10.1 Shipping fees are non‑refundable, except where required by applicable law or where an order is cancelled by us before dispatch.
10.2 In the event of a return, refund, or exchange, any refund will generally apply only to the product price paid, excluding original shipping fees and any additional fees incurred, unless otherwise stated in our Returns Policy or required by law.

11. Changes to this Policy

11.1 We may update or modify this Shipping Policy from time to time. Any changes will be effective when posted on our website, with the “Last updated” date revised accordingly.
11.2 Your continued use of the website and placement of orders following the posting of changes constitutes your acceptance of the revised Policy.

12. Contact us

If you have any questions or concerns about this Shipping Policy or your order, please contact us at:

Cleo&Hooman
Email: hello@cleoandhooman.com

Last updated: July 10, 2026