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CONTACT & HELP

NEED HELP ?

We are here to help and love hearing from existing and prospective customers alike. If you cannot find the information you are looking for , please contact us via the message box. This will beam your inquiry directly to our support team, and will be fielded within 48 hours. We may even surprise you and respond much quicker.


CONTACT DETAILS :

CELLEPIC s.r.o
 Gorkého 16
 81105 Bratislava
 Slovak Republic
 customers@cellepic.com

 

FAQ - FREQUENTLY ASKED QUESTIONS

How are shipping costs calculated?

Shipping costs are calculated based on shipping method (air, sea or land) and product weight / quantity of ordered items. Different shipping companies have different rates, so it’s best to check and compare which is most affordable and economical. For more details on how shipping costs are calculated, please contact us directly.

What is Buyer Protection?

Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website. You are protected when:
  • The item you ordered did not arrive within the time promised by the seller.
  • The item you received was not as described.
  • The item you received that was assured to be genuine was fake.
  • The item you ordered was hold the customs.

How do you ship packages?

Packages from our warehouse in Asia will be shipped by ePacket , Standart Post Method or EMS depending on the weight , size of the product and quantity of products.

Do you ship worldwide?

Yes. We provide free shipping to over 200 countries around the world. However, there are some location we are unable to ship to. If you happen to be located in one of those countries please contact us.

How long does shipping take?

How long does shipping take?

These are our estimates for Standart shipping method:
LOCATION *ESTIMATED SHIPPING TIME
United States 07-40 Business days
Canada, Europe 07-40 Business days
Australia, New Zealand 07-40 Business days
Mexico, Central America, South America 15-40 Business days
*This doesn’t include our 2-5 day processing time. These are our estimates for Express shipping method:
LOCATION *ESTIMATED SHIPPING TIME
United States 05-20 Business days
Canada, Europe 05-20 Business days
Australia, New Zealand 05-20 Business days
Mexico, Central America, South America 05-20 Business days
*This doesn’t include our 2-5 day processing time.

Do you provide tracking information?

Yes, you will receive an email once your order ships that contains your tracking information, but sometimes due to free shipping tracking is not available.For some shipping companies, it takes 2-5 business days for the tracking information to update on the system.For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping.If you have any other questions, please contact us and we will do our best to help you out.

What is your payment methods ?

Payments methods include PayPal and Credit cards in this time . We are working on other payment methods which will be add into our system later.

Is possible to order cancellation ?

All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

How I can get refund or reclaim my order ?

If you did not receive the product within the guaranteed time (45 days not including 2-5 day processing) you can request a refund or a reshipment. If you received the wrong item you can request a refund or a reshipment. If you do not want the product you’ve receive you may request a refund but you must return the item at your expense and the item must be unused. We do not issue the refund if:
  • Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
  • Your order did not arrive due to exceptional circumstances outside the control of Cellepic (i.e. not cleared by customs, delayed by a natural disaster).
  • Other exceptional circumstances outside the control of Cellepic.com
*You can submit refund requests within 15 days after the guaranteed period for delivery (40 days for 1 item , 60 days for 2 or more items) has expired. You can do it by sending a message on Support page.