FAQ

It is recommended that medical-related products among the products sold by Medical be used only by doctors or medical staff with a professional medical license equivalent thereto.

Medical-related products are strongly influenced by individual health conditions, environment, and usage guidelines, so it is recommended to use them according to the procedure and advice of a professional before use. Celmade does not provide usage guides for personal use. In addition, we inform you that Celmade Does Not Take Any Legal Responsibility for Side Effects Caused by Improper Use.

Please provide us with a Detailed Video of the damaged product within 14 days of receiving the product.

We limit the definition of damage to Internal Product Damage or Loss, Vial Breakage, etc., and damage to the exterior of the packaging box is not considered as damage.

Please report your change of mind to the customer service center within 14 days of receiving the product. If the product is damaged due to the customer’s fault, the product cannot be returned.

Before returning the product, please submit a video showing whether the product is normal or not.

We are not responsible for shipping costs incurred on returns.

Also, a refund fee may be charged depending on the method of initial payment.

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

Because medical-related products are greatly affected by individual health conditions, environment, and usage guidelines, in case of misuse by an inexperienced or unlicensed person, even if used by a licensee, may result in undesirable performance and results depending on the end customer’s medical condition and medical history.

It is impossible to predict the various environments and processes and the health status of each individual, and verify the undesirable results that occur in the course of use. We announce the detailed product characteristics of our products on our website. So We recommend that you select our product by carefully considering the precautions and product specifics when using it.

Celmade Disclaims any Liability for Product Performance and Dissatisfaction or Adverse Effects.

However, if you want a refund due to dissatisfaction with the product after use, please submit a detailed video
about the use process from the first opening to the unsatisfactory situation to us. Then, after close review and consultation with our quality control team, we will contact you to decide whether to refund the product or not.

For more information, please contact our Customer Service Center.

The optimal storage temperature for Botulinum Toxin is 2°C to 8°C. Celmade has facilities for storing large quantities of botulinum toxin. It is recommended that botulinum toxin be stored in the refrigerator after it has been opened. We recommend using it within 30 days after opening.

In addition, due to the nature of products that must be diluted with saline, botulinum toxins are generally supplied in the form of fine powder. For this reason, botulinum toxins may appear as empty bottles.

Celmade ships products in Styrofoam boxes with ice packs. In order to keep the temperature below 8°C, the product is shipped as sealed as possible, which lasts for about 5 to 8 days. However, due to seasonal influences in the destination country, the ice pack may arrive melted. But don't worry too much about this.

Studies have shown that the effect of temperature changes on the effectiveness of botulinum toxins is only a loss of up to 10%. That said, it is still effective and not very dangerous.

(Products like Innotox can be stored up to 40°C, so they are not affected by the storage temperature.)

Celmade is ensuring that products are shipped in safe and robust packaging.

Occasionally, the exterior packaging may be damaged, which we do not consider as damage. We limit the definition of damage only to product damage or loss, vial breakage, etc.

If it met these criteria for damage, please request a replacement within 7 days of receiving the product, and we will refund or resend the product.

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.

All Celmade shipments originate from South Korea. Shipping cost and delivery time vary depending on the destination country, but it takes approximately 3-10 business days. This is based on International Courier, DHL, FEDEX, etc., and may change depending on the logistics situation in the destination country. This does not include Force Majeure, such as natural disasters, political circumstances, or delays in customs clearance.

When shipping starts after ordering, please log in by entering your ID and PW.A Tracking Number is created to track the product and you can track the shipment. If delivery is delayed by more than 7 days, please contact the Customs of your Country or the Customer Service Center of your Local Logistics Company directly. Delivery delays may be due to issues with Documents and Qualifications required for Customs Clearance and Taxation according to the Destination Country’s Tax Laws, and Celmade is not involved in taxes and customs clearance in the destination country. For further enquiries, please contact the Celmade’s Customer Service Center.

Medical-related products among Celmade’s products have different Tax and Customs Clearance Standards according to the Medical Law of the Destination Country. Medical-related products may have Customs Issues, when imported from companies with no medical professional licenses.

Although Celmade is not involved in taxes and customs in the destination country, we advise as follows:

If your product has been stopped or confiscated by customs, you have the right to request unpacking or return it to the shipper.

Celmade may resend returned products. (Excluding logistics costs), or the refunds excluding shipping charges are possible.

In the refund process, product inspection begins after the returned product arrives at us, and if there is no problem with the product, it will be refunded.

Celmade is not responsible for products confiscated or destroyed by customs.  (Please return the product if possible.)

All Celmade products are responsible for any applicable taxes in Korea.

Taxes that may be levied in the destination country may vary depending on the tax laws of the destination country. You are responsible for the import tax of the destination country, and you need to check the import tax of the country where you are located.

Orders may be delayed due to various reasons such as Insufficient Stock, Unknown Delivery Address, Discontinued Product, Unconfirmed Payment, Delayed Response, etc.

Please contact our Customer Service Center and we will solve it as soon as possible.

Cancellation is possible only for orders received before the product is shipped, and orders cannot be canceled After Delivery.

You can request a return after receiving the product. Logistics costs for shipping and returning products are not refundable, and depending on the payment method, a refund may incur a fee.

For more information, please visit our Customer Service Center.

You can pay by credit card payment through our shopping mall, Money Gram, Western Union, Wise or TT in advance bank transfer.

For payment via Money Gram, Western Union, Wise, or TT in advance bank transfer, please contact our Customer Service Center to inform you about the Payment Method in advance.

For payments made via Money Gram, Western Union, Wise, TT in advance bank transfer, delivery is possible after we confirm your final payment.

We do accept payments via Paypal. Refer your account page. Paypal.

We will exchange or refund Within 14 Days in the following cases.

Also, please contact our Customer Service Center for guidance on exchange andrefund procedures in advance.

1. The product is damaged

2. The wrong product was delivered

3. The product is missing

4. The customer changes their mind

We do not pay the return shipping cost for refunds due to the customer’s change of mind.

The refund method may differ depending on the initial payment method, and we do not compensate for the payment fee incurred during payment. In addition, refund fees may be added to refunds due to a customer’s change of mind.

For orders that have passed 14 days after receipt of the product, we consider the transaction to be closed.

Our Customer Service Center provides assistance and guidance for you. Please use the to contact us.