Shipping & Delivery

This Shipping & Delivery Policy applies to orders placed directly through www.ceralixa.com.

At Ceralixa, order delivery generally consists of two stages: processing time and shipping time.

Processing Time

Processing may include:

  • Order verification;
  • Payment confirmation;
  • Product and quality checks;
  • Packaging; and
  • Submission to the appropriate warehouse, fulfillment center, or shipping partner.

Most orders are prepared and submitted for dispatch within 1–3 business days after the order is placed and payment has been successfully received.

Processing may take longer during:

  • Weekends;
  • Public holidays;
  • Product launches;
  • Promotional campaigns;
  • Periods of high order volume;
  • Temporary product shortages;
  • Payment verification; or
  • Address verification.

Business days generally exclude weekends and public holidays.

Please note that processing time is separate from shipping time.

Estimated Shipping Times

Shipping time begins after your order has been dispatched from the applicable warehouse, fulfillment center, or shipping partner.

United States and Canada

Standard Tracked Shipping: Approximately 2–4 weeks, subject to product availability, customs clearance, destination, local carrier conditions, and other factors outside our reasonable control.

Australia and New Zealand

Standard Tracked Shipping: Approximately 2–4 weeks, subject to product availability, customs clearance, destination, local carrier conditions, and other factors outside our reasonable control.

United Kingdom and Europe

Standard Tracked Shipping: Approximately 2–4 weeks, subject to product availability, customs clearance, destination, local carrier conditions, and other factors outside our reasonable control.

Other Countries and Regions

Standard Tracked Shipping: Approximately 2–5 weeks, subject to product availability, customs clearance, destination, local carrier conditions, and other factors outside our reasonable control.

These delivery times are estimates only and are not guaranteed delivery dates.

Delivery may take longer for remote locations or because of customs inspections, severe weather, public holidays, carrier disruptions, transportation restrictions, local regulatory requirements, or other circumstances outside Ceralixa’s reasonable control.

Insured Shipping

Where insured shipping or shipping protection is offered, selected, and paid for at checkout, eligible orders may receive additional protection if the shipment is confirmed lost in transit or arrives damaged.

To submit a claim, please contact Ceralixa Customer Support at:

Email: support@ceralixa.com

Please provide:

  • Your order number;
  • Your tracking number;
  • A description of the issue;
  • Clear photographs or videos, where relevant;
  • Photographs of the shipping package and shipping label; and
  • Any additional information reasonably required to investigate the claim.

After the claim has been reviewed and approved, we may provide an appropriate resolution, which may include a replacement or refund depending on the circumstances and applicable shipping protection terms.

Shipping protection generally may not apply to:

  • Packages confirmed as correctly delivered by the carrier;
  • Incorrect or incomplete addresses provided by the customer;
  • Packages refused by the recipient;
  • Packages not collected from a carrier or pickup location;
  • Theft, loss, or damage occurring after confirmed delivery;
  • Customs delays, duties, restrictions, or confiscation caused by local import requirements; or
  • Claims submitted without sufficient supporting information.

These exclusions do not limit any rights you may have under applicable law.

Priority Insured Shipping

Where Priority Insured Shipping is available and selected at checkout, it may provide priority during Ceralixa’s internal order-processing stage and may include applicable shipping protection.

Priority processing does not guarantee faster carrier transit or delivery by a particular date.

Depending on order volume, product availability, fulfillment location, customs procedures, carrier performance, and destination, the total delivery time may be similar to Standard Tracked Shipping.

Any specific benefits included with Priority Insured Shipping will be shown at checkout where applicable.

Separate Shipments

In some cases, items within the same order may be fulfilled separately depending on product availability and fulfillment arrangements.

As a result, products 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 for each shipment.

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 numbers associated with your order.

Tracking Your Order

After your order has been dispatched, Ceralixa will send a shipping-confirmation email containing available tracking information.

Tracking information may take several days to appear or update after dispatch.

In some cases, tracking updates may take longer depending on the carrier and shipping route.

A delay in tracking updates does not necessarily mean that the package has stopped moving.

You may track your package through:

  • The carrier’s official website;
  • The tracking link included in your shipping-confirmation email; or
  • A supported third-party tracking service, such as 17TRACK, where applicable.

Please ensure that the email address entered during checkout is complete and accurate.

If you do not receive a shipping-confirmation email, please check your spam, junk, or promotions folder before contacting us.

Shipping Delays

Delivery may take longer than estimated because of circumstances including:

  • High order volumes;
  • Customs inspections or clearance delays;
  • Public holidays;
  • Severe weather;
  • Natural disasters;
  • Carrier delays or service disruptions;
  • Remote delivery locations;
  • Transportation restrictions;
  • Incorrect or incomplete shipping information;
  • Failed delivery attempts;
  • Product availability;
  • International or local regulatory inspections; or
  • Other events outside Ceralixa’s reasonable control.

Ceralixa works with its fulfillment and shipping partners to dispatch orders as quickly as reasonably possible while maintaining order accuracy and appropriate product handling.

However, unless a specific guaranteed delivery service is expressly offered at checkout, we cannot guarantee delivery by a particular date.

Customs, Duties, and Taxes

International orders may be subject to:

  • Customs duties;
  • Import taxes;
  • Value-added tax (VAT);
  • Brokerage charges;
  • Handling fees;
  • Customs-clearance charges; or
  • Other fees imposed by the destination country or local authorities.

Unless otherwise stated during checkout, these charges are the customer’s responsibility and are not included in the product price or shipping fee.

Ceralixa does not control customs charges, local import requirements, or customs-clearance times.

Customers are responsible for ensuring that the products they order may legally be imported into and used in their destination country or region.

Skincare, cosmetic, personal-care, and wellness products may be subject to additional import requirements or restrictions in certain locations.

If an order is rejected, delayed, confiscated, destroyed, or returned by customs because of local laws, import restrictions, unpaid charges, or failure to provide requested documentation, Ceralixa may not be able to refund shipping fees, customs charges, or other related costs, except where otherwise required by applicable law.

Any refund for returned goods will be handled in accordance with our Returns, Refunds & Exchanges Policy and applicable law.

Incorrect or Incomplete Addresses

Customers are responsible for providing complete and accurate shipping information during checkout.

Please carefully review:

  • Recipient’s 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.

Ceralixa may not be responsible for delivery delays, failed deliveries, or losses caused solely by incorrect or incomplete shipping information provided by the customer, except where responsibility cannot legally be excluded.

If a package is returned because of:

  • An incorrect address;
  • An incomplete address;
  • A failed delivery attempt;
  • Refusal of delivery; or
  • Failure to collect the package;

the customer may be responsible for costs actually incurred, including:

  • Reshipping costs;
  • Return shipping fees;
  • Customs charges;
  • Carrier handling fees; or
  • Other related costs.

Where permitted by applicable law, these costs may be deducted from any refund otherwise due.

Order Changes and Address Corrections

To request a change to your order or shipping address, please contact us as soon as possible and preferably within 24 hours of placing the order.

Email: support@ceralixa.com

Please include:

  • Your full name;
  • Your order number; and
  • The exact information you would like to change.

We will make reasonable efforts to update your order before processing begins. However, changes are not guaranteed.

Once an order has been processed, packed, submitted for fulfillment, or shipped, we may no longer be able to modify:

  • The shipping address;
  • The recipient’s information;
  • Product options or variants;
  • Product quantities;
  • The shipping method; or
  • The contents of the order.

Providing a new address after dispatch does not guarantee that the carrier will be able to redirect the package.

Please carefully review all order and delivery details before completing checkout.

Failed Delivery Attempts

Depending on the carrier and destination, a package may be delivered to:

  • The shipping address provided at checkout;
  • A secure location near the property;
  • A neighbor, where permitted by the carrier;
  • A local post office;
  • A carrier pickup point; or
  • A parcel locker.

The carrier may make one or more delivery attempts before returning the package.

Customers are responsible for monitoring available tracking information and collecting packages from designated pickup locations within the carrier’s applicable collection period.

Failure to collect a package does not automatically qualify the order for a full refund.

Any returned shipment will be handled in accordance with our Returns, Refunds & Exchanges Policy and applicable law.

Packages Marked as Delivered

If tracking shows that your package has been delivered but you cannot locate it, please first:

  • Check around the delivery location;
  • Ask other household members;
  • Check with neighbors;
  • Check your building reception, front desk, or mailroom;
  • Contact the local carrier; and
  • Allow a reasonable period in case the carrier updated tracking shortly before completing delivery.

If the package remains missing, please contact Ceralixa Customer Support with your order number and tracking information.

Email: support@ceralixa.com

Where available, we may assist you with a carrier investigation.

Packages confirmed by the carrier as correctly delivered may not qualify for replacement or refund unless required by applicable law or covered by applicable shipping protection.

Lost or Damaged Shipments

If tracking indicates that a shipment may be lost in transit, or if your order arrives damaged, please contact us as soon as reasonably possible.

Email: support@ceralixa.com

Please provide:

  • Your full name;
  • Your order number;
  • Your tracking number;
  • A description of the issue;
  • Photographs of damaged items, where applicable;
  • Photographs of the outer shipping package; and
  • Photographs of the shipping label.

Please retain all packaging and the affected product until your claim has been reviewed.

We may contact the relevant carrier or fulfillment partner to investigate the shipment.

Depending on the circumstances, applicable shipping protection, and applicable law, an appropriate resolution may include a replacement, refund, or another suitable remedy.

Delivery Restrictions

We reserve the right to restrict or decline shipping to certain locations where:

  • Shipping services are unavailable;
  • Carrier restrictions apply;
  • Import or export restrictions apply;
  • Local laws prohibit the shipment or importation of the product;
  • Reliable delivery cannot reasonably be provided; or
  • Other legal or operational restrictions prevent fulfillment.

If we are unable to fulfill an order because we cannot ship to the destination provided, we will contact the customer and, where applicable, cancel and refund the affected order.

Relationship Between Registered Address and Fulfillment Locations

Our registered business address is provided for business identification and legal-contact purposes.

The registered business address is not necessarily the location from which customer orders are shipped, fulfilled, or returned.

Orders may be handled by third-party logistics providers, fulfillment partners, warehouses, or carriers depending on the product, destination, and operational requirements.

Customers should not send returns or other packages to our registered business address unless specifically instructed to do so by Ceralixa Customer Support.

For return instructions, please refer to our Returns, Refunds & Exchanges Policy or contact:

support@ceralixa.com

Your Legal Rights

Nothing in this Shipping & Delivery Policy is intended to limit or exclude any mandatory rights available to you under applicable consumer-protection law.

Where applicable law provides mandatory delivery, refund, replacement, cancellation, or other consumer rights, those legal requirements will apply.

If any provision of this policy conflicts with a mandatory consumer right under applicable law, the applicable mandatory legal requirement will take precedence.

Contact Us

For questions about shipping, delivery, customs, tracking, or order status, please contact:

Ceralixa Customer Support

Email:
support@ceralixa.com

Website:
www.ceralixa.com

The registered address above is provided for business identification and legal-contact purposes and is not necessarily a shipping, fulfillment, or return address.

For returns, please contact support@ceralixa.com before sending any product to obtain the appropriate return instructions and, where applicable, the correct return address.