FAQs
1. Do I need an account to place an order?
No. You may place an order as a guest without creating an account.
Where customer-account features are available, creating a Ceralixa account may provide benefits such as:
- Faster checkout;
- Easier access to order information;
- Saved contact and delivery information; and
- Updates about new products, promotions, or special offers where you have agreed to receive marketing communications.
You can still place an order without creating an account.
2. What payment methods do you accept?
Ceralixa accepts the payment methods displayed during checkout.
Depending on your country, region, device, and the payment services currently available on our website, these may include major credit cards, debit cards, digital wallets, or other secure payment options.
The payment methods available for your specific order will be displayed before you complete checkout.
We recommend relying on the payment options shown during checkout, as availability may change from time to time.
3. How secure is my online order?
We use secure website and payment technologies designed to help protect customer information during checkout.
Information transmitted between your device and our website is protected using encrypted connections where supported.
Payment details are generally processed directly by secure third-party payment providers.
For more information about how we collect, use, and protect personal information, please review our Privacy Policy.
4. What currency will I be charged in?
Prices and the applicable transaction currency will be displayed on the website and during checkout.
Unless another currency is clearly shown, prices may be displayed and processed in U.S. dollars.
The final amount and currency applicable to your order will be shown before you complete payment.
If your bank account, payment card, or payment provider uses a different currency, your provider may convert the transaction according to its own exchange rate.
Your bank or payment provider may also charge fees such as:
- Foreign transaction fees;
- Currency-conversion fees; or
- International payment fees.
Ceralixa does not control fees charged independently by your bank or payment provider.
Please contact the relevant provider for further information.
5. How should I enter my shipping address?
Please enter your delivery information completely and accurately.
Using English or Latin characters may help international carriers process the address where appropriate.
Before submitting your order, please confirm that the following information is correct:
- Full name;
- Street address;
- Apartment, suite, or unit number, where applicable;
- City;
- State, province, or region;
- Postal or ZIP code;
- Country;
- Telephone number; and
- Email address.
Incorrect or incomplete information may result in:
- Delivery delays;
- Failed delivery attempts;
- Customs issues; or
- The package being returned.
Please review your shipping information carefully before completing checkout.
6. Can I change my shipping address after placing an order?
Please contact Ceralixa Customer Support as soon as possible after placing your order.
Email: support@ceralixa.com
Please include:
- Your full name;
- Your order number; and
- The complete corrected address.
We will make reasonable efforts to update your shipping information before the order enters processing or fulfillment.
However, address changes are not guaranteed.
Once an order has been processed, packed, submitted for fulfillment, or shipped, we may no longer be able to change the delivery address.
Providing a new address after dispatch does not guarantee that the carrier will be able to redirect the shipment.
For more information, please review our Shipping & Delivery Policy.
7. Can I change or cancel my order?
To request an order change or cancellation, contact us as soon as possible at:
Please include:
- Your full name;
- Your order number; and
- The exact change you would like to request.
We will make reasonable efforts to accommodate your request before processing or fulfillment begins.
However, changes and cancellations are not guaranteed.
Once an order has been processed, packed, transferred for fulfillment, or shipped, it may no longer be possible to modify or cancel it.
If the order has already shipped, eligible products must follow our standard Returns, Refunds & Exchanges Policy.
8. How long does shipping take?
Delivery time generally consists of:
- Processing time; and
- Shipping time.
Most orders are prepared for dispatch within approximately 1–3 business days after payment has been successfully received.
Estimated Standard Tracked Shipping times are generally:
United States and Canada
Approximately 2–4 weeks
Australia and New Zealand
Approximately 2–4 weeks
United Kingdom and Europe
Approximately 2–4 weeks
Other Countries and Regions
Approximately 2–5 weeks
These shipping times are estimates only and are not guaranteed delivery dates.
Delivery may take longer because of factors such as:
- Customs inspections;
- Public holidays;
- Severe weather;
- Remote delivery locations;
- Carrier disruptions;
- Transportation restrictions;
- Local regulatory requirements; or
- Other circumstances outside our reasonable control.
For complete information, please review our Shipping & Delivery Policy.
9. How can I track my package?
Once tracking information becomes available after dispatch, you may receive a shipping-confirmation email containing a tracking number or tracking link.
Tracking information may take several days to appear or update after dispatch depending on the carrier and shipping route.
A delay in tracking updates does not necessarily mean that your package has stopped moving.
You may be able to track your package through:
- The tracking link provided in your shipping-confirmation email;
- The carrier’s official website; or
- A supported third-party tracking service where applicable.
Please make sure that the email address entered during checkout is accurate.
If you do not receive a shipping-confirmation email, please check your:
- Spam folder;
- Junk folder; or
- Promotions folder.
If you still need help, contact:
10. Why did I receive only part of my order?
In some cases, products within the same order may be fulfilled separately depending on product availability and fulfillment arrangements.
As a result, items from the same order may:
- Be shipped separately;
- Have different tracking numbers;
- Arrive on different dates; or
- Be delivered by different carriers.
Where available, separate tracking information will be provided.
You will not be charged additional shipping fees solely because Ceralixa chooses to divide an order into multiple shipments after checkout.
Before reporting an item as missing, please review all shipping-confirmation emails and tracking information associated with your order.
11. What should I do if an item is missing from my order?
First, please carefully check:
- All packages received;
- Boxes and bags;
- Protective packaging;
- Packaging inserts; and
- All tracking numbers associated with your order.
Also check whether the order may have been divided into separate shipments.
If an item is still missing, contact:
Please use the subject line:
MISSING ITEM
Please include:
- Your full name;
- Your order number;
- The name of the missing product;
- A list of the products received;
- Clear photographs of the shipping package;
- A photograph of the shipping label; and
- Photographs of the products received.
Our customer-support team will review the available shipment information and may contact the relevant fulfillment or delivery provider where necessary.
12. What should I do if my product arrives damaged, defective, or incorrect?
Please inspect your order as soon as possible after delivery.
If an item arrives damaged, defective, incomplete, leaking, incorrectly labeled, or different from what you ordered, please contact us within 14 days of delivery.
Email: support@ceralixa.com
Please use the appropriate subject line:
- DAMAGED ITEM
- DEFECTIVE ITEM
- INCORRECT ITEM
Please include:
- Your full name;
- Your order number;
- A description of the problem;
- Clear photographs or videos of the product;
- Photographs of the outer shipping package;
- Photographs of the shipping label; and
- Photographs of the product label, batch number, or expiration information where relevant.
Please keep the product and all original packaging until your request has been reviewed.
After reviewing and verifying the issue, we may provide an appropriate resolution, which may include:
- A replacement;
- A refund; or
- Another suitable resolution.
Please do not return or dispose of the affected product until our customer-support team provides instructions.
13. Can I return a product?
Eligible products may generally be returned within 30 days of delivery.
To qualify for a return, products generally must be:
- Unused;
- Unopened;
- In their original condition;
- Returned with their original packaging and labels;
- Sealed where the product was supplied with a protective or hygiene seal; and
- Accompanied by valid proof of purchase.
For health, hygiene, and safety reasons, skincare, cosmetic, personal-care, and other hygiene-sensitive products that have been opened, used, tested, or had a protective or hygiene seal removed are generally not eligible for return.
Exceptions may apply where:
- The product arrived damaged;
- The product is defective;
- The wrong product was supplied; or
- A return is required under applicable law.
Please contact us before sending any product back:
Unauthorized returns or returns sent to an incorrect address may not be accepted.
Our registered business address is not necessarily our return address.
Please follow the instructions provided by Ceralixa Customer Support to obtain the appropriate return address where a physical return is required.
For complete information, please review our Returns, Refunds & Exchanges Policy.
14. Are customs duties and taxes included?
International orders may be subject to additional charges imposed by the destination country or relevant authorities.
These may include:
- Customs duties;
- Import taxes;
- Value-added tax;
- Brokerage charges;
- Handling fees; or
- Customs-clearance fees.
Unless otherwise stated during checkout, these charges are generally not included in the product price or shipping fee and may be the customer’s responsibility.
Ceralixa does not control:
- Customs charges;
- Local import requirements;
- Customs inspections; or
- Customs-clearance times.
Customers are responsible for confirming that products they order may legally be imported into their country or region.
For full information, please review our Shipping & Delivery Policy.
15. How should I use Ceralixa products?
Always review the product information before use.
Depending on the product, this may include:
- Product description;
- Ingredient information;
- Directions for use;
- Warnings;
- Allergy or sensitivity information;
- Storage instructions; and
- Information printed on the product packaging.
Use each product only as directed.
If you:
- Have known allergies or sensitivities;
- Have a medical condition;
- Are pregnant or nursing;
- Are receiving medical treatment; or
- Are unsure whether a product is appropriate for you,
please seek appropriate professional advice before use.
Ceralixa products and website content are intended for general product and informational purposes.
Unless expressly stated and legally authorized, our products are not intended to diagnose, treat, cure, or prevent any disease, and information provided on the website is not a substitute for professional medical advice, diagnosis, or treatment.
Individual experiences may vary.
Stop using a product and seek appropriate professional advice if you experience an unexpected or adverse reaction.
16. Where does Ceralixa ship from?
Orders may be processed and dispatched through third-party logistics, fulfillment, warehouse, or shipping providers depending on:
- Product availability;
- Shipping destination;
- Shipping route; and
- Operational requirements.
The location from which an order is shipped may therefore differ from our registered business address.
Our registered business address is not necessarily a shipping, fulfillment, or return address.
For more information, please review our Shipping & Delivery Policy.
17. Who operates Ceralixa?
Email:
support@ceralixa.com
Website:
www.ceralixa.com
The registered business address above is provided for business identification and legal-contact purposes and is not necessarily a shipping, fulfillment, or return address.
Still Have Questions?
If you have questions about products, orders, shipping, returns, payments, or our services, please contact:
Ceralixa Customer Support
Email:
support@ceralixa.com
Website:
www.ceralixa.com
Subscription Terms & Auto-Renewal
By choosing "Subscribe & Save," you agree to receive a 20% discount on the regular product price for your initial purchase and each recurring subscription order. The actual amount charged depends on the products and quantities selected, with the applicable subscription price displayed during purchase. Your subscription automatically renews every 30 days, and your payment method will be charged the applicable subscription price for the products and quantities in your subscription, plus any applicable shipping fees and taxes. To avoid the next renewal charge, you must cancel at least 2 hours before your scheduled renewal time. You may cancel your subscription through your subscription management page or by contacting our customer support team. Once canceled, no further recurring charges will be made. Cancellation does not automatically refund orders that have already been processed.