Customer Service
Contact Us
The Cellcosmet Customer Care Team is ready to assist you. Customer Care hours of operation are Monday-Friday 9:00 am – 5:00 pm EST, closed Holidays. Feel free to contact us by email at customerservice.us@cellcosmet.com or through our contact form.
The Cellcosmet Customer Care Team is ready to assist you. Customer Care hours of operation are Monday-Friday 9:00 am – 5:00 pm EST, closed Holidays. Feel free to contact us by email at customerservice.us@cellcosmet.com or through our contact form.
Order Processing
How much is shipping?
Cellcosmet offers free standard ground shipping on all orders in the continental United States. If you select express service, it will be charged at the current shipping rate by the provider.
What is the status of my order?
Orders are processed Monday - Friday, except for the US holidays. Orders are typically processed within 2 business days and shipped within 3-5 business days. Once your order has shipped, you’ll receive an email from customerservice.us@cellcosmet.com with your tracking information.
How do I track my order?
You'll receive a confirmation email with a tracking link once your order has been shipped out. We aim to ship orders out within 2 business days of your submitting them on the website. Depending on the shipping method you selected and your destination address, orders can take 3-7 business days to reach you. If you can’t find the shipment confirmation email, double-check your spam folder or feel free to email us at customerservice.us@cellcosmet.com or through our contact form and we will send you a copy.
**We also recommend adding us to your contacts in an effort to prevent additional emails going to spam
Wrong Shipping Address
Kindly be aware that Cellcosmet cannot be held responsible for any discrepancies in the shipping address provided once the order is submitted. Should there be an inaccuracy in the shipping details, it is the customer’s responsibility to arrange for the retrieval of the package from the shipped to address.
Delivered Order is missing.
Please check your front, back and side doors, garage areas, doorman and with neighbors to make sure your package wasn't hidden or delivered to the wrong address. If it has been over 24 hours since your order was marked as delivered, please contact UPS immediately to locate your package. Cellcosmet will certainly try and help, please email customerservice.us@cellcosmet.com or through our contact form for further assistance.
Cellcosmet does not accept responsibility for the theft or loss of items once delivery is confirmed by our shipping partner.
Why is my order canceled?
Cellcosmet maintains the right to cancel any order due to stock issues, inventory or any order it deems as a potential fraudulent order. In these circumstances, Cellcosmet will contact the customer to provide notification.
We limit product purchases to Three (3) items of the same product per customer, per order. Any orders exceeding this limit will be adjusted or canceled accordingly. We appreciate your understanding and are here to assist with any questions you may have. Please email us at customerservice.us@cellcosmet.com or contact us through our contact form with your order number if you have any questions.
We limit product purchases to Three (3) items of the same product per customer, per order. Any orders exceeding this limit will be adjusted or canceled accordingly. We appreciate your understanding and are here to assist with any questions you may have. Please email us at customerservice.us@cellcosmet.com or contact us through our contact form with your order number if you have any questions.
My item arrived damaged– What should I do?
We’re so sorry to hear your Cellcosmet order arrived in less than perfect condition. Please email us at customerservice.us@cellcosmet.com or contact us through our contact form with your order number and we will work with you to resolve this experience. Additional information may be required.
Shipping & Delivery
Cellcosmet US only ships orders within the US.
For orders outside the United States, please select your country here: https://eu.cellcosmet.com.
Do you ship to P.O. Boxes, APO/FPO addresses, or international addresses?
Cellcosmet offers shipping to PO Boxes via the United States Postal Service. We will ship to (Army Post Office (APO) and Fleet Post Office (FPO) addresses, shipping will be charged at the current shipping rate by the provider.
Standard shipments to Alaska, Hawaii, Guam, Northern Mariana Islands, U.S. Virgin Islands, American Samoa, and Puerto Rico are shipped via USPS Priority Mail, shipping will be charged at the current shipping rate by the provider to the customer.
Delivery times cannot be guaranteed.
Cellcosmet USA does not ship to international addresses.
Returns
Your satisfaction is important to us. If you are not satisfied with your online purchase, we are happy to refund your purchase price if the return complies with our return policy.
Returns Policy
Only products purchased on the cellcosmet.com website may be returned. We do not accept returns for products purchased through a retailer. Products must be returned in new condition, with packaging and purity seals intact, and within 30 days from the date of your purchase. Products must also be shipped back in original or similar packaging, and packed in a way that maintains product integrity.
Items returned in non-saleable condition will not be refunded. All returns are the buyer's responsibility.
Examples on non-saleable condition are:
- Unsealed
- Used (with exception of damaged or faulty items)
- Relabelled
- Refilled
- Pierced
- Partially missing items from GWPs/Exclusive Sets
- Any damage to the product carton
We recommend that you ship your return using an insured/traceable method, and that you retain proof of postage.
Additionally, if your order included a gift with purchase, this must also be returned. Products noted as final sale or non-returnable are not eligible for exchange or return.
Request a Return
Please email us at customerservice.us@cellcosmet.com or through our contact form with your order number and the email address used to place your order. Please note that the cost of return shipping is the responsibility of the purchaser, we do not provide return labels. Upon receiving the returned product(s), a refund will be credited to your original payment method for the price of your product(s) and sales tax (if applicable). All shipping and handling costs are non-refundable.
Parcels that are returned to us remain the customer’s responsibility and a refund will not be given until we have received the items. We will contact you within 7-10 business days from receipt of the package to confirm your return has been processed.
Cellcosmet monitors return activity and reserves the right to deny returns that do not meet the return policy requirements, in instances of abuse, or for items that were re-sent at no cost in a good faith gesture following a report of non-receipt.
If you have any concerns or feedback about our service or a product you have purchased, please do not hesitate to contact us. We are here to help. Please contact us at customerservice.us@cellcosmet.com or through our contact form or Consult with an Expert.
Returns Policy
Only products purchased on the cellcosmet.com website may be returned. We do not accept returns for products purchased through a retailer. Products must be returned in new condition, with packaging and purity seals intact, and within 30 days from the date of your purchase. Products must also be shipped back in original or similar packaging, and packed in a way that maintains product integrity.
Items returned in non-saleable condition will not be refunded. All returns are the buyer's responsibility.
Examples on non-saleable condition are:
- Unsealed
- Used (with exception of damaged or faulty items)
- Relabelled
- Refilled
- Pierced
- Partially missing items from GWPs/Exclusive Sets
- Any damage to the product carton
We recommend that you ship your return using an insured/traceable method, and that you retain proof of postage.
Additionally, if your order included a gift with purchase, this must also be returned. Products noted as final sale or non-returnable are not eligible for exchange or return.
Request a Return
Please email us at customerservice.us@cellcosmet.com or through our contact form with your order number and the email address used to place your order. Please note that the cost of return shipping is the responsibility of the purchaser, we do not provide return labels. Upon receiving the returned product(s), a refund will be credited to your original payment method for the price of your product(s) and sales tax (if applicable). All shipping and handling costs are non-refundable.
Parcels that are returned to us remain the customer’s responsibility and a refund will not be given until we have received the items. We will contact you within 7-10 business days from receipt of the package to confirm your return has been processed.
Cellcosmet monitors return activity and reserves the right to deny returns that do not meet the return policy requirements, in instances of abuse, or for items that were re-sent at no cost in a good faith gesture following a report of non-receipt.
If you have any concerns or feedback about our service or a product you have purchased, please do not hesitate to contact us. We are here to help. Please contact us at customerservice.us@cellcosmet.com or through our contact form or Consult with an Expert.
How long does the return process take?
Refunds will be credited to your original payment method for the price of your product and sales tax, if applicable. Depending on your banking institution, refunds are credited back to the original payment method within 7-10 business days upon our receipt of the product.
Payment Authorizations
All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped. Your payment method will be charged automatically on the date the order is processed.
What forms of payment do you accept?
We accept American Express, Visa, Mastercard, Diners Club, Apple Pay, Google Pay, Shop Pay, and PayPal.
Do you charge Sales Tax?
Cellcosmet charges sales tax for items shipped to the following states: CA, DE, FL, MD, MN, NJ, NY, PA
PRODUCTS FAQs
Are Cellcosmet products suitable for all skin types?
We create tailored solutions for every skin type, including sensitive ones. They are formulated to provide personalized solutions for your specific skin needs. Explore our diverse products and formulas for men and women, designed to work alone and synergistically to satisfy your specific requirements.
For personalized skincare recommendations, feel free to reach out to our live chat consultants to consult with an expert, schedule an expert consultation, email us at customerservice.us@cellcosmet.com or contact us through our contact form. They're available Monday to Friday, from 9 AM to 5 PM during regular business hours.
Can I use Cellcosmet if I have sensitive skin?
Yes, Cellcosmet products are tested for sensitive skin.
Are Cellcosmet products suitable for all skin types? Does Cellcosmet avoid the known ingredients that are irritants and cause inflammation for sensitive skin?
Everyone's skin is unique and skin can negatively react to any ingredient. For this reason we display the full product ingredients within the product page of our website to enable customers to make an informed choice before purchase. Even the most 'gentle' ingredients may potentially cause a reaction in certain people's skin so we recommend patch testing a small amount of the product on the inside skin of the wrist area to ascertain its compatibility. As always, check with your doctor if you still have concerns.
How do I find the products that are right for me?
You can shop our products by specific skin concern (i.e., fine lines & wrinkles or firmness & elasticity), by specific product category (i.e., cleansers, moisturizers or serums), consult with our customer service team or a retail store near you.
Are you cruelty free?
Yes, Cellcosmet is committed not to conduct – nor be involved in – any testing on animals. The same is true for the suppliers of the ingredients used to formulate our exclusive Cellcosmet products.
Cellcosmet is compliant with Swiss and European legislation, which completely bans any testing on animals. This ban also applies to the majority of countries outside of the European Union.
Where can I find a list of your ingredients?
The ingredient list (INCI) can be found on the product page of our website or on the packaging of every product.
Cellcosmet has partnered with ClearForMe to provide transparency and education on our list of ingredients by product. To learn more about the ingredients in Cellcosmet products, click on the see Full Ingredient List button on the product pages.
Cellcosmet Products are formulated without:
Phthalates
Sulfates
Ethanol Alcohol
Silicones
Microplastics
Methylisothiazolinone
Artificial Coloring
Do you use parabens?
All cellcosmet products are formulated without parabens with the exception of the Gentle Cream Cleanser and our CellTeint products. In these instances, we only use short-chain parabens that are described as safe for use in accordance with the regulations.
The European Commision and FDA authorize and guarantee the safety of parabens when their presence does not exceed 0.8%. Our Gentle Cream Cleanser and Cell Teint formulas containing parabens have maximum concentrations of 0.3% and 0.15% for the minimum concentration. We have made a commitment to stop using parabens.
Are Cellcosmet Products Comedogenic?
Cellcosmet products are developed and tested using non-comedogenic criteria.
Are all Cellcosmet products Dermatologist Tested?
All Cellcosmet products are dermatologist tested.
What does the CI Index mean?
The Cellcosmet Cellular Index (CI) is a scale which represents the level of protein concentration of CytoPep™ cellular extracts + active ingredients in products. The higher the CI Index, the higher the concentration and revitalizing power of the formulation. If you have questions, please email us at customerservice.us@cellcosmet.com or through our contact form.
What does percent of Natural Origin mean?
Natural origin means that Cellcosmet ingredients are sourced from plant origin, marine origin or from biotechnology which is from biologic origin.
Can I use Cellcosmet Products if pregnant?
There are no contraindications to the use of our products for face care during pregnancy. All our products are evaluated and validated by a toxicologist who includes the period of pregnancy during its evaluation.
Our products with a contraindication to their use during pregnancy or breastfeeding are: CelluTotal-XT, CellBust-XT (especially during breastfeeding).
Although a toxicological evaluation guarantees us the safe use of our products even during pregnancy, we advise to avoid the use of the following products during pregnancy:
- Precious Mask: mask very rich in clays which can be too purifying at a time when the skin may tend to dehydrate more quickly and be more sensitive, hence the recommendation of the Anti-Stress Mask instead.
- Activator Gel: this product contains terpene-rich (plant) essential oils. A heightened sensitivity to essential oils can occur during pregnancy. We recommend each consumer to consult with their medical professional.
- Precious Mask: mask very rich in clays which can be too purifying at a time when the skin may tend to dehydrate more quickly and be more sensitive, hence the recommendation of the Anti-Stress Mask instead.
- Activator Gel: this product contains terpene-rich (plant) essential oils. A heightened sensitivity to essential oils can occur during pregnancy. We recommend each consumer to consult with their medical professional.
What is the shelf life of cellcosmet products?
Cellcosmet will no longer publish expiration dates on the packaging of the products. We have implemented a new process for all products shipped to the US to monitor customer orders by lot#/Batch# to secure fresh products being delivered to the consumer.
The Shelf Life is known as the “period after opening' and can be easily identified by the PAO symbol on the package. The symbol can be recognised as the shape of an opened jar, and will have a number inside; 12M is 12 months, and 24M is 24 months, etc. Once opened the product should be used in this period, as after this time the efficacy of the product will deteriorate.
If you have any additional questions regarding expiration please contact customer service with your lot#/batch#.
How am I able to authenticate a Cellcosmet product?
Products purchased from cellcosmet.com or from one of our authorized retailers are guaranteed authentic.
Will my product melt/freeze in certain temperatures?
If your cellcosmet product is subjected to excessive heat or cold for periods of time, it will not impact the product’s efficacy, although it may result in a change in texture. However, extended exposure may cause a product to be less effective.
Why did the product packaging change?
We're advancing our packaging to align with Cellcosmet's ongoing commitment to sustainability. This update will refine the outer cartons and select primary product components while preserving the trusted formulas you rely on for cellular revitalization. Rest assured, the product's contents and quantity remain unchanged. This enhancement makes our packaging lighter and more eco-friendly, reducing waste without compromising quality.
Product Quantity Limit
We limit product purchases to Three (3) items of the same product per customer, per order. Any orders exceeding this limit will be adjusted or canceled accordingly. We appreciate your understanding and are here to assist with any questions you may have.
Please get in touch with us via email at customerservice.us@cellcosmet.com or through our contact form.
More Questions
If your issue is not covered in any of the points above, please get in touch with us via email at customerservice.us@cellcosmet.com or through our contact form.
Affiliates
Shopping Promotions
- 3 deluxe size samples- Up to three complimentary deluxe samples may be selected with every order.
- If there is a gift with purchase promotion, only one gift is allowed per customer.
- Free standard shipping (continental US only) on all orders.
- For more perks and benefits available on cellcosmet.com, visit our Offers Page