Shipping policy

Shipping Policy

Address Accuracy

Please make sure your shipping address is entered correctly at checkout, including street numbers, abbreviations, apartment/building numbers and route information. Cecilia’s House is not responsible for lost, misplaced, or incorrectly delivered shipments if the address was inaccurate or incomplete at the time of purchase.

Processing Times

Processing time is separate from shipping time. After payment authorization and verification:

  • Standard orders: up to 4 business days to process

  • Expedited orders: up to 3 business days to process

  • Rush orders: up to 1 business day to process

During high-volume seasons (October–January), processing may extend to 5–10 business days. We’ll contact you by email if there’s an issue or extended delay.

Shipping Rates & Timelines

  • Domestic (U.S.) – Shipping is calculated at checkout. Preferred carriers: UPS & USPS. Orders may take 1–12 business days to arrive from the date shipped (not the date ordered).

  • International (outside U.S.) – Flat rate of $50 USD. Preferred carriers: UPS Worldwide and DHL.

  • Canada – Import duties/taxes are charged once the parcel reaches Canada and must be paid by the recipient.

We ship to PO Boxes via USPS only (no expedited shipping to PO Boxes). Expedited options may be available at additional cost.

Pre-Orders

Pre-orders ship approximately 6–8 weeks from the order date. Expected shipping dates are listed in the product title. By placing a pre-order, you acknowledge the delayed shipping timeline.

Shipping Fees

Shipping fees are non-refundable. If you refuse a shipment from ceciliashouse.com, you will be responsible for the original shipping charges plus the cost of returning the package to us. This amount will be deducted from any refund issued for the items.

Route Package Protection

We’ve partnered with Route to offer Package Protection at checkout. This protects your order against loss, theft, or damage in transit and gives you access to the Route app for real-time tracking and easy claims filing.

  • Purchased Route? File your claim directly with Route here within the time frames specified below.

  • Did not purchase Route? Cecilia’s House is not liable for loss, theft, or damage in transit without shipping insurance. Customers may purchase replacement items separately.

Route Claim Windows:

  • Marked as Delivered (Stolen): File 5–30 calendar days from delivery scan

  • Stuck in Transit (Lost): File 2–30 calendar days from last update (domestic); 20–30 calendar days (international)

  • Damaged: File within 30 calendar days from delivery with photos of packaging & item(s)

Route will review claims within 1–2 business days.

Missing or Incorrect Item Claims

If your order arrives with missing or incorrect items (e.g., wrong product or quantity shipped), please contact us within 7 days of delivery at customercare@ceciliashouse.com with:

  • Order number

  • Clear photos of the packaging slip, packaging box and all items received

You must retain all original packaging materials for any damaged or incorrect product claims. Without original packaging, we cannot process claims.