Shipping policy

Shipping

At Cuna, we are committed to providing a seamless shopping experience from the moment you place your order to the time it arrives at your doorstep. We strive to ensure timely deliveries and a hassle-free return process, so you can shop with confidence. Below, you will find all the details regarding our shipping and returns policies.

Shipping Policy

Processing Time

All orders are processed within 1-2 business days (excluding weekends and holidays). Once your order has been processed, you will receive a confirmation email with tracking details. Peak periods may extend processing to up to 5 business days. Processing times are estimates and not guaranteed. Orders placed after 12:00 PM EST process the next business day.

Address Responsibility

Customers are responsible for entering the correct shipping address. We are not responsible for orders shipped to incorrectly provided addresses.

Delivery Estimates

Please note that delivery estimates may vary depending on your location, courier delays, and unforeseen circumstances such as weather disruptions. Shipping rates and delivery times are calculated at checkout based on your location.

International Shipping

We currently do not offer international shipping, we only ship Domestic United States and Puerto Rico.

Order Tracking

Once your order has been shipped, you will receive an email with a tracking number and link to track your package. If you do not receive this email within 3 days of placing your order, please check your spam folder or contact our customer service team at help@cunababy.com.

Gift Cards

Valid for online use only. Not redeemable for cash. Not replaceable if lost or stolen. Purchased gift cards or gift cards from returns do not expire.

Shipping Issues & Delivery Claims

We want every order to arrive safely and on time. If there is a problem with your shipment, Cuna will work directly with the shipping carrier to investigate and resolve the issue. Please contact us at help@cunababy.com rather than filing a claim with the carrier yourself, unless we specifically ask you to do so.

Risk of loss transfers upon confirmed delivery to the shipping address provided by the customer, subject to the claims process described above and any rights provided under applicable law.

Lost in Transit

If your tracking has stopped updating or your package appears to be lost in transit, please contact us within 14 days of the last tracking update. We will open an investigation with the carrier and keep you informed throughout the process.

If the carrier confirms the package is lost, Cuna will, at our discretion:

Ship a replacement (subject to inventory availability), or
Issue a refund to the original payment method.

Marked as Delivered but Not Received

If your tracking shows “Delivered” but you cannot locate your package:

Please check around your property, with household members, neighbors, or your building’s management office.
Contact us within 7 days of the marked delivery date.

We will work with the carrier to investigate the delivery, including obtaining delivery confirmation and GPS information when available. If the investigation determines that the package was lost or misdelivered, we will provide an appropriate resolution, which may include a replacement or refund.

Damaged Shipments

If your order arrives damaged, please notify us within 5 calendar days of delivery.

To help us resolve your claim quickly, please include:

Your order number.
Photos of the damaged product(s).
Photos of the shipping box and packaging materials.
A brief description of the damage.

Please retain all original packaging until the claim has been completed, as the carrier may request additional documentation or inspection.

If the damage occurred during transit, Cuna will work directly with the carrier and, once the claim is verified, will send a replacement or issue a refund if a replacement is unavailable.

Incorrect Items

If you receive an incorrect item or an item is missing from your order, please contact us within 7 days of delivery.

If the error was ours, we will provide a prepaid return label (if a return is required) and promptly ship the correct item at no additional cost. If the correct item is no longer available, we will issue a refund to the original payment method.

Incorrect Shipping Address

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

If you notice an error in your shipping address, please contact us immediately. While we cannot guarantee changes after an order is placed, we will make every reasonable effort to update the address before the order ships.

If an order is returned to us because of an incorrect or incomplete address provided by the customer, we will contact you to arrange reshipment. Additional shipping charges may apply.

If the carrier confirms that an order was delivered to the address provided at checkout, Cuna cannot issue a replacement or refund for orders shipped to an incorrect customer-provided address.

Investigation Timeframes

Carrier investigations typically take 5–15 business days, although some claims may require additional time depending on the carrier and circumstances. We appreciate your patience and will provide updates as they become available.

Fraud Prevention

To protect our customers, Cuna reserves the right to request additional information or documentation when investigating delivery issues. We also reserve the right to deny claims where there is evidence of fraud, abuse, or repeated claims that cannot be verified.

Important note: Shipping costs are non refundable. If a return causes the order total to fall below the free shipping threshold, original shipping costs will be deducted from the store credit.