Shipping policy

Last Updated: May 28, 2026

At Celestials, we work to process, pack, and ship orders as quickly and reliably as possible. This Shipping Policy explains our shipping timelines, delivery estimates, customer responsibilities, return-shipping rules, and what happens if an order is delayed, lost, returned, refused, marked delivered, or eligible for our 30-Day Empty Bottle Money-Back Guarantee.

By placing an order with Celestials, you agree to this Shipping Policy.

Processing Time

Orders are typically processed within 1–3 business days after payment is successfully received.

Business days are Monday through Friday, excluding weekends, holidays, carrier closures, and warehouse closures.

Processing times may be longer during holidays, sales periods, product launches, inventory restocks, high-volume periods, severe weather events, carrier disruptions, payment reviews, fraud checks, address verification, or other circumstances outside our control.

Receiving an order confirmation does not mean the order has shipped. Tracking information will be emailed once the order has been fulfilled and transferred to the shipping carrier.

Estimated Delivery Times

Estimated delivery times begin after the order has been processed and shipped, not from the date the order is placed.

Typical delivery estimates are:

Domestic Orders: 5–8 business days
International Orders: 7–14 business days

Delivery times are estimates only and are not guaranteed. Actual delivery times may vary depending on destination, carrier performance, customs processing, weather, holidays, local delivery conditions, and other factors outside our control.

Celestials is not responsible for shipping delays caused by carriers, customs, incorrect addresses, failed delivery attempts, weather events, natural disasters, labor disruptions, government actions, payment reviews, inventory delays, or any other event outside our reasonable control.

Shipping Costs

Shipping costs are calculated at checkout based on the shipping destination, selected shipping method, order value, and available carrier options.

Shipping charges, once paid, are generally non-refundable unless required by law or unless we make a shipping-related error.

Promotional free shipping offers, if available, may be limited by country, order value, product type, subscription status, or other conditions displayed at checkout or in the offer terms.

Order Tracking

Once your order ships, you will receive a tracking number by email or SMS if contact information was provided.

Tracking updates may take 24–72 hours to appear after a label is created. A shipping label may be created before the carrier physically scans the package.

Once a package is with the shipping carrier, tracking updates and delivery timing are controlled by the carrier, not Celestials.

Customer Responsibility for Shipping Information

Customers are responsible for providing a complete, accurate, and deliverable shipping address at checkout.

This includes the correct:

Full name
Street address
Apartment, unit, suite, or building number
City
State or province
Postal code
Country
Phone number or email when needed for delivery

Celestials is not responsible for orders delayed, lost, returned, misdelivered, or undeliverable due to incorrect, incomplete, outdated, or invalid shipping information provided by the customer.

If you notice an address error after placing an order, contact us immediately at help@celestialssupport.com. We will try to help, but we cannot guarantee changes once an order has been submitted, processed, packed, labeled, or shipped.

Address Changes

We cannot guarantee that shipping addresses can be changed after an order is placed.

If an order has already been processed or shipped, the customer may need to contact the carrier directly to request delivery changes. Any carrier fees, rerouting fees, return fees, or additional shipping charges are the customer’s responsibility.

If a package is returned to us because of an incorrect or incomplete address, failed delivery attempt, refusal, or failure to pick up the package, we may offer to reship the order at the customer’s expense, subject to product availability.

Failed Delivery Attempts

If a carrier attempts delivery and the package cannot be delivered, the carrier may hold the package for pickup, attempt redelivery, return the package to sender, or dispose of the package depending on carrier rules and local regulations.

Celestials is not responsible for failed deliveries caused by:

Customer not being available to receive the package
Failure to pick up the package
Incorrect or incomplete shipping address
Restricted access to the delivery location
Carrier inability to access the location
Refusal of delivery
Customs non-payment or non-compliance
Local delivery rules or restrictions

Additional shipping charges may apply if an order needs to be reshipped.

Packages Marked Delivered

If tracking shows that a package was delivered, Celestials considers the order delivered to the shipping address provided at checkout.

Celestials is not responsible for packages that are lost, stolen, misplaced, damaged, or taken after the carrier marks the package as delivered.

If your package is marked delivered but you cannot locate it, please:

Check around your mailbox, porch, building entrance, mailroom, front desk, parcel locker, garage, side door, or other delivery areas.
Ask household members, neighbors, roommates, building staff, or property managers.
Contact the shipping carrier directly with your tracking number.
Contact us at help@celestialssupport.com so we can review the situation.

We may assist with carrier claim information where possible, but replacement or refund decisions are made at our discretion unless required by law.

Lost Packages

A package may be considered lost only after the carrier confirms it is lost or after a reasonable investigation period has passed.

If tracking stops updating or your package appears delayed, please contact the carrier first using your tracking number. You may also contact us at help@celestialssupport.com.

Celestials is not responsible for carrier errors, but we may assist with filing a claim or reviewing the order. Refunds or replacements for lost packages are not guaranteed and may depend on the carrier investigation, delivery status, shipping protection if purchased, customer history, order details, and applicable law.

Damaged Packages

If your package arrives damaged, contact us within 7 days of delivery at help@celestialssupport.com.

Please include:

Your order number
Photos of the damaged package
Photos of the damaged product
Photos of the shipping label
A brief description of the issue

We may require photos, documentation, or return of the product before offering a replacement, store credit, or other resolution.

Damage claims submitted after 7 days may be denied.

Missing or Incorrect Items

If your order arrives with a missing or incorrect item, contact us within 7 days of delivery at help@celestialssupport.com.

Please include:

Your order number
A photo of everything received
A photo of the packing slip, if included
A description of the issue

We will review the issue and, if we determine an error occurred, we may send the missing item, send the correct item, issue store credit, or provide another reasonable resolution.

Claims submitted after 7 days may be denied.

Heat, Cold, and Supplement Shipping Conditions

Celestials sells dietary supplement and wellness products. Some products, including gummies, capsules, soft chews, powders, bottles, or similar items, may be affected by extreme heat, cold, humidity, pressure, or long exposure during transit.

We package products with reasonable care, but we cannot control temperatures, weather, carrier storage, delivery vehicles, mailboxes, porches, customs facilities, or the amount of time a package sits after delivery.

Customers are responsible for retrieving packages promptly after delivery.

Minor changes in texture, softness, color, scent, or appearance caused by heat, cold, or normal transit conditions do not necessarily mean a product is unsafe or defective. If you believe your product arrived unusable or damaged, contact us within 7 days of delivery with photos so we can review the issue.

International Shipping

International delivery times vary by country, customs process, carrier, and local delivery conditions.

International customers are responsible for ensuring that products ordered from Celestials may be lawfully imported into their country. Celestials is not responsible for orders delayed, rejected, seized, destroyed, returned, taxed, or refused by customs or local authorities.

International orders may be subject to customs duties, import taxes, VAT, brokerage fees, handling fees, inspection fees, or other charges. These charges are not included in the product price or shipping cost unless clearly stated at checkout.

Customers are responsible for all customs duties, taxes, import fees, and compliance requirements imposed by their country.

If an international order is refused, returned, abandoned, seized, destroyed, or not delivered due to customs issues, unpaid duties, import restrictions, incorrect shipping information, or failure to collect the package, Celestials is not responsible for refunding the order or shipping cost unless required by law.

Restricted Locations

We reserve the right to limit, refuse, or cancel orders to certain countries, regions, addresses, freight forwarders, reshippers, PO boxes, military addresses, hotels, temporary addresses, or locations where we believe delivery may be unreliable, unlawful, restricted, high-risk, or commercially unreasonable.

If we cancel an order before shipment, we will issue a refund for the canceled order.

PO Boxes, Parcel Lockers, Hotels, and Freight Forwarders

Some carriers may not deliver to PO boxes, parcel lockers, hotels, temporary addresses, freight forwarders, or reshippers.

If you choose to ship to one of these locations, you accept the risk of delivery issues, delays, refusal, misplacement, theft, or return.

Celestials is not responsible for packages lost, delayed, refused, returned, or mishandled by hotels, mailrooms, freight forwarders, reshippers, parcel lockers, third-party receiving locations, or similar services.

Refused, Returned, or Undeliverable Orders

If an order is refused, returned to sender, abandoned, or deemed undeliverable for reasons outside our control, we may deduct original shipping costs, return shipping costs, carrier fees, handling fees, customs fees, payment processing fees, and any other non-recoverable costs from any refund, where permitted by law.

If the product is returned in damaged, opened, expired, heat-exposed, unsellable, or non-resalable condition due to delivery refusal, failed pickup, incorrect address, or other issue outside our control, we may deny a refund or issue only a partial refund, where permitted by law.

Reshipping may be offered at our discretion and may require payment of additional shipping fees.

30-Day Empty Bottle Money-Back Guarantee

Celestials offers a 30-Day Empty Bottle Money-Back Guarantee on eligible purchases made directly through our official website.

If you are not satisfied with your product, you may request a refund within 30 days of delivery, even if the bottle has been opened, used, or is empty.

To qualify for a refund, you must contact us at help@celestialssupport.com within 30 days of delivery and follow the return instructions provided by our support team.

Customers are responsible for paying all return shipping costs. Return shipping costs are non-refundable.

Refunds will only be considered after the returned bottle, product container, packaging, or approved proof of return shipment has been received or verified by Celestials.

We may require a tracking number, order number, customer name, photos, or other proof to verify the return.

Approved refunds will be issued to the original payment method within 30 days after the return shipment is received or verified. Your bank, card issuer, or payment provider may take additional time to post the refund to your account.

Original shipping fees, return shipping fees, priority processing fees, shipping protection fees, customs fees, duties, taxes, and other third-party charges are non-refundable unless required by law.

Return Requirements for the 30-Day Guarantee

To be eligible for a refund under the 30-Day Empty Bottle Money-Back Guarantee:

The refund request must be submitted within 30 days of delivery.
The customer must return the bottle, even if it is opened, used, or empty.
The return must be shipped using a trackable shipping method.
The customer must pay for return shipping.
The return must be sent to the return address provided by Celestials support.
The order must have been purchased directly from our official website.
The customer must provide the order number, name, email address, and any requested verification details.

Celestials is not responsible for return packages that are lost, delayed, damaged, misdelivered, stolen, refused, or shipped to the wrong address.

We recommend using a trackable shipping method and keeping proof of shipment until your refund is processed.

Returns sent without first contacting customer support may be delayed, refused, or ineligible for refund.

Limits on the 30-Day Guarantee

The 30-Day Empty Bottle Money-Back Guarantee is intended for genuine customer dissatisfaction and may not be used for abuse, fraud, resale, excessive returns, repeated refund requests, or chargeback abuse.

We reserve the right to deny, limit, or refuse refunds where we reasonably believe there is abuse of the policy, fraudulent activity, duplicate claims, excessive returns, chargeback abuse, resold products, tampered products, bulk orders, or violation of our Terms of Service.

Unless otherwise stated, the guarantee is limited to one refund per customer, household, shipping address, billing address, email address, or payment method.

Bundle, multi-pack, subscription, wholesale, promotional, discounted, free gift, and final sale orders may be excluded or limited at our discretion unless required by law.

Subscription Orders

If you purchase a subscription, each subscription order will be processed and shipped according to the subscription schedule selected at checkout.

Customers are responsible for managing, pausing, canceling, or updating subscriptions before the next billing date.

Once a subscription order has been processed, packed, or shipped, we may not be able to cancel or change it.

Shipping fees, timelines, and delivery estimates apply separately to each subscription shipment.

If a subscription order is eligible for the 30-Day Empty Bottle Money-Back Guarantee, the customer must contact support within 30 days of delivery, return the bottle, and pay for return shipping before a refund is approved.

Non-Refundable Items and Charges

The following are non-refundable unless required by law:

Original shipping costs
Return shipping costs
Shipping protection or insurance fees
Priority processing fees
Customs duties, import taxes, VAT, brokerage fees, or international fees
Gift cards
Free gifts or bonus items
Products not purchased directly from Celestials
Orders returned without contacting customer support first
Orders shipped back to the wrong return address
Orders outside the 30-day refund window

Preorders and Backordered Items

If an item is listed as a preorder, backorder, delayed shipment, or restock item, the estimated shipping date is only an estimate and may change.

If your order contains both in-stock and delayed items, we may ship items together or separately at our discretion.

We reserve the right to cancel and refund any order that cannot be fulfilled.

Order Cancellations

We process orders as quickly as possible. Because of this, we cannot guarantee that an order can be canceled after it is placed.

If you request cancellation after an order has been submitted, processed, packed, labeled, or shipped, we may be unable to cancel it.

If an order has already shipped, you may need to follow the return instructions above if eligible.

Shipping Protection

If shipping protection, package protection, or shipping insurance is offered at checkout and you decline it, Celestials may not be responsible for replacing or refunding packages that are lost, stolen, damaged, or marked delivered, except as required by law.

If shipping protection is purchased, claims may be subject to the terms, documentation requirements, timelines, and approval process of the protection provider.

Delays Do Not Automatically Qualify for Refunds

Delivery estimates are not guarantees. A delayed shipment does not automatically qualify for a refund, cancellation, replacement, or chargeback.

If a package is significantly delayed, contact us at help@celestialssupport.com and we will review the situation.

Fraud Prevention and Order Review

We reserve the right to review, hold, cancel, or refuse any order that appears suspicious, high-risk, fraudulent, abusive, incorrectly priced, placed with inaccurate information, or otherwise violates our policies.

We may request additional verification before shipping an order. If verification is not completed, we may cancel and refund the order.

Limitation of Responsibility

To the maximum extent permitted by law, Celestials is not responsible for shipping delays, carrier errors, customs issues, failed delivery attempts, stolen packages, incorrect addresses, weather-related delays, international restrictions, third-party receiving issues, lost return shipments, or other events outside our reasonable control.

Nothing in this Shipping Policy limits any rights you may have under applicable consumer protection laws that cannot legally be waived.