FAQs - Cellvation Skincare

Help & FAQs

Shipping

When can I expect to receive my order?
Please allow 1-2 business days to process and prepare your order for shipping. You will receive a shipping confirmation email with your tracking information when your order ships.
Once the order is dispatched from our warehouse, it takes 5-7 business days for the package to arrive.

* Please note that the timeframes listed here are average transit times provided for your reference, and are subject to change. For the most up-to-date information, please use the tracking number included in your shipping confirmation and track your shipment.
Do you offer free shipping?
At this time, we offer free shipping on all orders over $100.
Which shipping carriers do you use?
At this time, we ship with FedEx or the United States Postal Service (USPS). Once your order is dispatched, you will receive an email notification with shipment details, including a tracking number and a link to the selected carrier’s website.
Can I change my address?
If your order is going to an incorrect address, please contact us as soon as possible with the correct address your order needs to ship. We will do our best to accommodate your changes through our delivery carrier.
How do I track my order?
Once your order is dispatched, you will receive an email notification with shipment details, including a tracking number. Click “Track Shipment” in the email to track your package.
If you placed your order as a registered member, you can also track your shipment on the Order History page within your account.

Please note : Some carriers may take up to 24 business hours to update your shipment status.
My package is damaged. What do I do?
If your package is damaged during shipment, please retain the package and the contents inside and notify us via email. We will work on it and get back to you as soon as possible.
My order is confirmed delievered but I can’t find it.
If you can’t find your package, please:

– Make sure your original shipping address is correct
– Look around your property
– Check with your family members
– Look for a notice of delivery attempt

Depending on your final mile carrier, you may be able to see a photo of where your package was delivered via the carrier’s website. Please contact the carrier with your tracking number to receive further assistance. If you need any assistance from us, please reach out to us via email at help@.

Returns & Exchanges

How do I start a return?
If you are not satisfied with your purchase, for any reaason, you may request a return within 30 days of receiving your order. To start a return, simply email us at help@ with your order number and the product(s) you want to return. We will provide you with easy return instructions and guide you through the process from there.
What’s your return policy? | 30-Day Money Back Guarantee
If this is your first time trying our skincare program, you are eligible for our 30-day Money Back Guarantee with your purchase of Power Serum Duo.

Try Power Serum Duo and the entirety of the regimen with your complimentary miniature gifts for 30 days in the comfort of your own home. Learn the How-to’s, immerse yourself in the routine, see and feel the game-changing results yourself.

If you are not satisfied with your purchase for any reason, you may request a refund within 30 days of receiving your order, for a full refund to your original form of payment, excluding shipping charges ($18). We offer refunds of products in any condition.

* Our 30-day Money Back Guarantee is available for new customers to Cellvation only, limited to one per customer and account.
What’s your return policy? | General
If you are not satisfied with your purchase, for any reason, you may request a return within 30 days of receiving your order, for a full refund to your original form of payment, excluding shipping charges ($18). All returned products must be in new, unopened condition, with security seals intact. Please note that items returned outside of the return window may not be accepted.

If this is your first time trying Power Serum Duo, your order may be refunded under our 30-day Money Back Guarantee. Please refer to our 30-Day Money Back Guarantee Refund Policy.
How long does it take for the refunds to be processed?
For items returned to us within our return policy, your refund of the full purchase price, less the shipping charges ($18) will be issued. You will receive a refund confirmation email when your return is accepted and processed. It takes 5-7 business days on average for your funds to appear on your bank statement. Please note that your financial institution may take longer to reflect this transaction.
How do I start an exchange?
We are unable to offer direct exchanges at the moment. If you would like to exchange a product(s), you’ll need to complete a return and place a new order. To start a return, simply email us at help@ with your order number and the product(s) you want to return.
I received a damaged item. What do I do?
We are sorry for any inconvenience. If any product you received is damaged during shipment or identified as faulty, please retain the package and the contents inside and notify us via email at help@ to receive a full refund or a replacement.
We may be able to modify or cancel your order upon your request depending on the status of your order process. Please email us as soon as possible with details of your request and we will do our best to assist you.

PAYMENTS

What payment methods can I use?
We accept Visa, MasterCard, Discover, JCB cards. You are also able to pay with PayPal.
Is my payment information processed securely at Cellvation?
Cellvation is committed to maintaining the highest levels of security and protection of your data. We use Secure Socket Layer (SSL) technology to encrypt and protect the information for all transactions and will stay up-to-date with the latest security technologies to ensure your information remains safe and confidential.

For more information, please refer to our Privacy Policy page.
Why has my payment been declined?
For your privacy and security, only your card issuer or bank can tell why your payment has been declined. However, it is common that there may have been misspellings or incorrect numbers in the information you have entered. This may result in your financial institution declining your transaction for your safety.

If you see an error message during checkout that your payment didn’t get through, please first confirm that your details and billing information are typed correctly.

If the issue persists, please reach out to us so we can do our best to assist you.

Orders

How do I cancel my order?
We may be able to cancel your order upon your request depending on the status of your order process. Please email us at help@ as soon as possible with details of your request so we will do our best to assist you.
Our products are formulated without the use of aggressive, potentially harmful ingredients (n.b. this list is not exhaustive) such as phenoxyethanol, formaldehyde, phtalates, oxybenzone, mineral oil, octinoxate, toluene, BHT, BHA, parabens, and artificial fragrances.

We’re also committed to the integrity of our products regarding all ingredients we use and endeavour to stay as up to date as possible.
Can I change my address?
If your order is going to an incorrect address, please contact us as soon as possible with the correct address your order needs to ship. We will do our best to accommodate your changes through our delivery carrier.
How do I modify the items in my order?
We may be able to modify or cancel your order upon your request depending on the status of your order process. Please email us as soon as possible with details of your request so we will do our best to assist you.