Important Notice for Safe Product Use

At Celmade, we strongly recommend that our products be used only by licensed medical professionals who have received appropriate training and expertise in aesthetic procedures.

As we do not have access to individual customer medical histories or health conditions, Celmade cannot provide instructions or guidance on medical treatments, product usage, or device application.

We advise all customers to consult a qualified healthcare professional for any questions or concerns regarding the use of our products.

Please be aware that Celmade is not liable for any adverse effects, injuries, or damages resulting from misuse or unauthorized application of our products.

In addition, we inform you that Celmade Does Not Take Any Legal Responsibility for Side Effects Caused by Improper Use.

How to Store Botulinum Toxins (Botulax, Innotox, etc.)

At Celmade, we maintain the highest standards in product storage and handling.

All botulinum toxins are stored in our temperature-controlled facility, with dedicated refrigeration units set to the recommended 2°C to 8°C range.

We continuously monitor storage conditions with electronic thermostats to ensure product stability and quality.

Once received, we advise you to store botulinum toxins immediately in the refrigerator (not freezer).

Special Note on Innotox:

Innotox is formulated to be more temperature-stable and can tolerate temperatures up to 40°C (104°F) in a sealed vial.

However, for best quality, refrigeration is still recommended.

Important:

Do not store any botulinum toxin after opening the vial.

If absolutely necessary, an opened vial must be refrigerated and used within 7 days.

Why Your Botulinum Toxin Vial May Appear Empty

If you’ve ever received a botulinum toxin vial and thought it looked empty, you are not alone.

This is a common observation, particularly for first-time customers unfamiliar with how botulinum toxins are manufactured and packaged.

Rest assured, this appearance is normal and does not affect the quality or safety of the product.

Botulinum toxins are supplied as a fine, almost invisible freeze-dried powder, which can give the impression of an empty vial.

For your peace of mind, all products from Celmade undergo strict quality control and are sourced directly from licensed manufacturers to ensure authenticity and safety.

In case of damage, we will pay the logistics
cost incurred during the return, and return is possible only through
international courier.

In addition, our Customer Service Center
provides a guide on the return procedure, so please make sure to check it
before returning it and follow the instructions.

Yes, all products sold by Celmade are 100% authentic and original.

We work directly with licensed manufacturers and verified suppliers to ensure every item meets the highest industry standards for quality and safety.

Our products undergo strict quality control and are shipped with full confidence in their authenticity.

Shop with assurance knowing you are receiving genuine, medical-grade aesthetic products.

Important Information About Warm Shipments

At Celmade, we carefully package all temperature-sensitive products with insulated materials and ice packs.

However, during warmer months, it is possible for products to arrive at a slightly elevated temperature or with melted ice packs.

Please be assured: brief exposure to warmth during transit does not compromise the quality or efficacy of our products.

Botulinum toxins and other items are designed to withstand temporary temperature variations.

We kindly remind our customers to consider this when ordering, as melted ice packs are not grounds for refunds or returns.

Your product remains safe and effective under these conditions.

Yes, Celmade offers Afterpay (Clearpay in the U.K.) as a payment option.

Afterpay allows you to split your purchase into four interest-free payments.

Payments are automatically taken every two weeks.

You can select Afterpay at checkout if you qualify and your country supports it.

Afterpay is available in the United States, Canada, Australia, and New Zealand.

Clearpay (the same service) is available in the United Kingdom.

Please ensure you have an active Afterpay or Clearpay account before choosing this payment method.

If you experience any issues using Afterpay or Clearpay, please contact their customer support directly.

Yes, Celmade accepts credit card, Google Pay, and Apple Pay payments.

After you place your order, our team will manually send a secure payment link to your email.

Please check your inbox (and spam folder) for the email from our official address celmadesales@gmail.com.

You will need to use that link to complete your payment.

The link supports most major credit cards as well as Google Pay and Apple Pay for your convenience.

If you pay with Afterpay or Clearpay, your payment will be automatically confirmed at checkout and you will immediately receive a confirmation email.

If you pay using our manual payment link (credit card, Google Pay, or Apple Pay), payment confirmation may take additional time as we must first verify the transaction.

You will receive a confirmation email once your payment is verified and your order is processed.

Please check both your inbox and spam folder for this email.

You can also log in to your Celmade account and check your order status under “My Orders.”

If you have not received confirmation within 24 hours, please contact us at celmadesales@gmail.com.

Our estimated delivery times are:
Delivery to the USA takes 2 to 5 business days by FedEx.

Delivery to Canada takes 3 to 6 business days by FedEx.

Delivery to Europe, Australia, New Zealand, and UAE takes 3 to 6 business days.

Delivery to Japan, Hong Kong, and Singapore takes 2 to 3 business days.

Delivery to Spain takes 4 to 10 business days by EMS.

Delivery times for other countries may vary.

All orders are shipped by FedEx unless otherwise noted.

Please note: Delivery times are estimates and may be affected by shipping carrier delays or customs inspections. We always aim to ship your order as quickly as possible and appreciate your patience if delays occur.

Once your order is processed and ready to ship, you will receive a confirmation email with your tracking number.

Please check both your inbox and spam folder for this email.

You can also find your tracking number by logging into your Celmade account.

Go to “My Account” and click on “Orders.”

Select “View” next to your order.

Scroll down to see your tracking number, logistics carrier, shipping date, and a “Track” button.

For international orders, the customer is considered the importer of the purchased products.

The customer is responsible for any customs taxes, import duties, or additional charges applied by local authorities.

Celmade’s delivery fee does not include customs duties or taxes.

Import policies vary by country, so please contact your local customs office for detailed information.

Our standard shipping rates are as follows:

For orders under $200:
For US : $30
For other countries : $40

For orders over $200:
For US : $30
For other countries : $50

Shipping for wholesale orders is calculated separately at checkout or by our sales team.

Please note: shipping fees do not include customs taxes, import duties, or additional charges imposed by local customs authorities.

If your package is held by customs, we recommend contacting the logistics carrier for assistance.

It may take up to 10 business days from the date of inquiry for us to receive an update.

During this time, we are unable to take immediate action.

If the package is stuck at customs, there are two possible outcomes:

The recipient may be required to pay customs taxes or duties to release the package.

If customs refuses the package, you can choose between two options:

You may request a refund with only the shipping fee deducted.

You may request a free reshipment of your order with a new tracking number.

If the reshipped package is also held by customs, the case will be handled individually through direct negotiation.

If the package is not released because the recipient fails to pay customs fees, no compensation will be provided.

We appreciate your understanding of customs procedures and local regulations.

You can request a shipping address change ONLY BEFORE the order has been shipped.

To request a change, please email us at celmadesales@gmail.com or contact us via WhatsApp +821029919927.

If an incorrect address is provided, Celmade is not responsible for delivery delays.

Please double-check your shipping details before completing your order to avoid any issues.

If your tracking status shows ‘Delivered’ but you have not received your package, please first contact your local logistics carrier immediately for assistance.

If you are still unable to locate the package, contact us at celmadesales@gmail.com or via WhatsApp.

We will open an investigation with the shipping carrier to help find your package.

Please note that investigations may take between a few days to 14 days, depending on the carrier and your location.

Possible reasons why your package shows “Delivered” but is missing:

The package may have been left with a neighbor or building management.

The delivery may have been mistakenly made to a wrong address.

The package may have been placed in a hidden or safe location at your address.

The package may have been stolen, after delivery. For this, we provide SIGNATURE REQUIRED option. If you do not chose this option, it can be harder to locate your package after delivery.

We recommend checking with neighbors, building security, and around your property before contacting the carrier or Celmade.

At Celmade, we carefully package all temperature-sensitive products with insulated materials and ice packs.

However, during warmer months, it is possible for products to arrive at a slightly elevated temperature or with melted ice packs.

Please be assured: brief exposure to warmth during transit does not compromise the quality or efficacy of our products.

Botulinum toxins and other items are designed to withstand temporary temperature variations.

We kindly remind our customers to consider this when ordering, as melted ice packs are not grounds for refunds or returns.

Your product remains safe and effective under these conditions.

Some products at Celmade are considered medical-related items and may be subject to different tax and customs clearance rules in your country.

Medical-related products can face customs issues if imported without the proper medical professional license required by local law.

Celmade is not responsible for taxes, duties, or customs procedures in the destination country.

If your product is stopped or confiscated by customs, you have the right to request the package to be returned to us.

Most of the time, Celmade will resend returned orders free of charge to support our customers.

If there is a customs clearance issue, whether we can resend or refund depends on the specific cause of the problem.

Alternatively, you may request a refund, which will exclude the shipping charges.

A product inspection will be performed once the returned item arrives at Celmade.

If the product is in good condition, we will proceed with the refund.

Celmade is not responsible for products that are confiscated or destroyed by customs.

If possible, we kindly ask you to arrange for the product to be returned to us.

Import taxes and duties may be applied by your country based on its local tax laws.

You are responsible for paying any import taxes or customs duties charged by your country.

We recommend checking the import tax regulations of your country before placing an order.

Celmade does not collect or charge any customs taxes from customers.

Celmade only collects shipping fees at the time of purchase.

Orders may be delayed if there are issues such as incomplete or incorrect information.

Examples include missing full name, phone number, email, outdated or wrong address, or unavailable products.

Delays may also occur due to customs inspections, regulatory reviews, or delivery interference.

Your order will only be processed once we receive the correct information or the issue has been resolved.

Celmade is not responsible for long delays caused by the customer’s lack of response to our requests for missing details.

In such cases, the package will not be delivered until all necessary information is provided.

If you have any concerns about your order, please contact us at celmadesales@gmail.com.

If you wish to cancel your order for any reason, please contact us immediately via WhatsApp or by email at celmadesales@gmail.com.

If the order has not yet been shipped, we will cancel it and refund your payment.

Refunds are typically processed instantly, but depending on your bank, it may take a few business days to appear in your account.

Please note: cancellations are only possible before the package has been shipped.

Before shipping, Celmade inspects every order and takes a photo to ensure the product and quantity match the purchase order.

If you believe an item is missing, please carefully check all areas of the box and packaging.

Sometimes smaller products can be overlooked or tucked inside protective materials.

If you still cannot locate the item, contact our customer service team at celmadesales@gmail.com.

We will verify your order against our records and inspection photos.

If a missing item is confirmed, we will either ship the missing product at no additional cost or offer you a refund for the missing item.

Celmade will exchange or refund your order within 14 days of delivery under the following conditions:

The product is damaged.

The wrong product was delivered.

A product was missing from your order.

You changed your mind and wish to return the item.

Please contact Celmade Customer Service at celmadesales@gmail.com for return or exchange instructions before sending any items back.

For refunds due to a change of mind, the customer is responsible for return shipping costs.

The refund method may vary depending on the original payment method.

We do not reimburse any payment processing fees charged during the initial payment.

An additional refund fee may be applied to returns due to a customer’s change of mind.

If more than 14 days have passed since you received the product, the order will be considered completed and no refund or exchange will be processed.

If your product arrives damaged, please contact us within 14 days of receiving the package.

We kindly ask you to provide a detailed video clearly showing the damaged product.

Damage is defined as internal product damage, vial breakage, or product loss.

Minor damage to the exterior of the shipping box or packaging is not considered product damage.

Please send the video and your order details to celmadesales@gmail.com so we can assist you with a refund or replacement.

If you wish to return a product due to a change of mind, you must contact Celmade Customer Service at celmadesales@gmail.com within 14 days of receiving the product.

Products damaged due to customer misuse or fault cannot be returned.

Before returning the product, you must submit a video clearly showing the condition of the product.

The customer is responsible for all return shipping costs.

A refund fee may also be applied depending on the original payment method used.

Celmade medical-related products are recommended for use only by licensed medical professionals.

These products may perform differently based on individual health conditions, environment, or how they are used.

Even with licensed use, results can vary depending on the end customer’s medical history and health status.

It is impossible for us to predict every environment, process, or individual health factor affecting product performance.

We provide detailed product information and usage precautions on our website.

We strongly recommend reviewing all product details and guidelines before purchasing and using any medical-related product.

Celmade disclaims any liability for performance dissatisfaction or adverse effects resulting from product use.

If you experience dissatisfaction after use and wish to request a refund, you must submit a detailed video showing the entire process from opening to the unsatisfactory result.

Our quality control team will thoroughly review the case and inform you of the refund decision after consultation.

For assistance, please contact Celmade Customer Service at celmadesales@gmail.com.

Yes, Celmade offers wholesale pricing and bulk order options for clinics, licensed professionals, and distributors.

To inquire about wholesale prices and bulk discounts, please complete the Wholesale Inquiry Form available on our website.

You can also contact our team directly at celmadesales@gmail.com for assistance.

Once we receive your inquiry, we will provide detailed product and pricing information and guide you through the next steps.

Wholesale shipping fees and delivery times may vary depending on the size and destination of your order.

We are happy to support and build long-term relationships with our wholesale partners.