Return policy

Shipping and Returns Policy

To ensure a smooth and secure shopping experience, please review our policies regarding order fulfillment, returns, and damages.

Contact Information for All Inquiries

For all inquiries regarding orders, returns, damages, or discrepancies, please use the following consistent contact information:

  • Email: Sales@ICDIncellderm.com
  • Phone: 626-885-1829

1. Order Confirmation and Shipment

  • Confirmation: Upon placing an order, you will receive an immediate confirmation email, and your payment will be pre-authorized.
  • Processing Time: We aim to process payment and prepare your package for shipment within five business days. If an item is out of stock, we will notify you and cancel the charge promptly.
  • Tracking: Once your order ships, tracking information will be sent to your email within 24 business hours. If you do not receive tracking information within three business days of placing your order, please contact us.
  • Shipping Area: We currently ship to the 48 contiguous U.S. states. Customers outside this region, including Canada, should contact us to inquire about special shipping arrangements.
  • Carriers: We utilize reliable carriers, including UPS, FedEx, and USPS Priority Mail.

2. Cancellations

  • Cancellation Window: You may request to cancel your order within 24 hours of purchase, provided the order has not yet been processed for shipping.
  • Admin Fee: Cancellations requested after 24 hours are subject to a $5.00 administration fee.
  • Shipped Orders: If the order has already shipped, it cannot be canceled and must be processed as a return, subject to the return policy below.

3. Damages & Order Discrepancies

  • Damages Upon Arrival: If the packaging appears damaged upon delivery, please make a note on the delivery slip when signing. Immediately take clear photos of the damaged packaging and product.
  • Reporting: All damages and shipping discrepancies (wrong items, incorrect quantities) must be reported to us via email at Sales@ICDIncellderm.com or by phone at 626-885-1829 within 24 hours of delivery. We will use the photos to file a claim and arrange for a replacement or credit.

4. Returns & Refunds

We accept returns for eligible items within 12 days of receipt.

Return Eligibility Criteria

To be eligible for a refund, all items must meet the following criteria:

  • Condition: Items must be unopened, unused, and in their original, sellable condition. We cannot accept returns on used or tested products.
  • Packaging: The original packaging must be fully intact, undamaged, and include all labels.
  • Exclusions: Items marked as non-refundable, discontinued, or seasonal at the time of purchase are not eligible for return.

Return Process and Fees

  1. Request Approval: You must contact us first at Sales@ICDIncellderm.com to receive a Return Merchandise Authorization (RMA) number. Returns sent without an RMA number will not be processed.
  2. Return Shipping: The customer is responsible for all return shipping charges. Please use a trackable shipping method.
  3. Refund Amount: Once we receive and inspect the returned items, a refund will be issued to your original payment method, minus the following fees:
    • Original Shipping Charges (Non-refundable)
    • 20% Restocking Fee (Applicable to all accepted returns)