Shipping policy

Effective date: October 6, 2026

Cilia Labs is a trading name of IZEE LTD, a company registered in England and Wales (company number 17250889), at 87 Beaumont Road, London SW19 6TH, United Kingdom. This policy applies to orders placed on cilialabs.com and in the Shop app. Our fulfillment partner ships every order from a warehouse in the United States. Email: hello@cilialabs.com.

Where we ship

The United States: the 48 contiguous states and the District of Columbia. PO boxes are fine. We cannot ship to Alaska or Hawaii at the moment, because our fulfillment partner does not deliver there yet, and checkout will not let you complete an order to an address in either state. We do not ship to US territories, or to APO, FPO or DPO addresses, at this time. We do not ship outside the United States, and checkout will not accept a non-US address.

How long it takes

Our fulfillment partner packs every order for you and ships it from a US warehouse. Allow 5 to 7 business days from the day you order to the day it arrives. Checkout shows an estimated delivery date before you pay. Business days are Monday to Friday, excluding US federal holidays. Orders placed on a weekend or a US federal holiday count from the next business day. During busy periods or carrier disruptions it can take a little longer. If we cannot ship your order in time to meet this estimate, we email you before it passes with a new date and the choice to cancel for a full refund. If you cancel, we refund you within 7 business days.

What it costs

Order	Shipping
Any order of $60.00 or more, after discounts and before tax. Every Quit Kit and 60-Day Clear Kit qualifies on its own	Free
Any other order	$5.99 flat

Shipping is calculated at checkout and shown before you pay. There is no expedited option at the moment.

Tracking

We ship with USPS, and every parcel has a tracking number. You receive a confirmation email when you order and a shipping email with a tracking link when the parcel leaves the warehouse. Tracking can take up to 24 hours to show its first scan. The link is also in your account under Orders.

Address mistakes

Check your address before you pay. We ship to the address you give us, and a parcel delivered to that address is delivered. If you notice a mistake, email hello@cilialabs.com immediately with your order number; if the order has not yet been handed to the carrier we correct it. If it has shipped, we cannot redirect it, but if it comes back to the warehouse as undeliverable we reship it to a corrected address or refund it, your choice.

Lost, delayed or damaged parcels

No movement: if tracking has not updated for 10 business days, email us. We open a trace with the carrier, then replace or refund the order.
Marked delivered but not received: check with household members, neighbors and your building's mail area, then email us within 7 days of the delivery scan. We ask the carrier (USPS) to investigate. If the carrier confirms the parcel was misdelivered or lost, we replace it. We cannot replace or refund a parcel the carrier confirms was delivered to the address on the order.
Damaged, wrong, missing or defective items: email us within 14 days of delivery with your order number and a photo of the parcel and its contents. We send a replacement or refund the affected item, your choice, at no cost.

These rules apply to every order, and nothing needs to be sent back. We do not accept returns. Apart from these rules, the address rule above, cancelling before shipment and your rights under the law of your state, all sales are final once an order ships, as set out in our refund policy.

Subscription renewals

Subscription orders follow the same rule, the first order and every renewal: free at $60.00 or more after the Subscribe & Save discount, $5.99 otherwise. A subscription to Clear alone ($29.74) pays $5.99; a subscription to Clear, Hydrate and Reset together ($83.27) ships free. The shipping charge, if any, appears with the subscription details in your account and on each renewal receipt. Each renewal has its own tracking email.

Taxes and duties

Sales tax is added at checkout where we are required to collect it. Because every parcel ships from within the United States to a US address, there are no customs duties or import fees.