Shipping Policy

Shipping and Returns Policy

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

Contact & Support Information

For all inquiries regarding orders, damages, cancellations, and returns, please use the following consistent contact information.

  • Email: Sales@ICDIncellderm.com (Use this for all communication)
  • Phone: 626-885-1829 (Use this for all communication)

1. Order Shipment

  • Processing Time: Once your order is packed and ready to go, we will send you tracking information via email within 24 business hours.
  • Tracking Issues: If you do not receive tracking information within three business days, please contact us immediately at Sales@ICDIncellderm.com.
  • Shipping Carriers: We use reliable carriers, including UPS, FedEx, and USPS Priority Mail, to ensure safe delivery.
  • Service Area: We currently ship to the 48 contiguous U.S. states. Customers located outside this area, including Canada, should contact us directly to inquire about special shipping arrangements.

2. Cancellations

  • Cancellation Window: You may request to cancel your order up to 24 hours after purchase without a fee, 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 your order has already shipped, it cannot be canceled and must be processed as a return, subject to the return criteria below.

3. Returns & Refunds

We want you to be satisfied with your purchase. You may return standard eligible items within 12 days of receipt.

Return Eligibility Criteria

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

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

Return Process

  1. Request Approval: You must contact us first at Sales@ICDIncellderm.com or 626-885-1829 to request approval and receive a Return Merchandise Authorization (RMA) number. Returns sent without an RMA number cannot be processed.
  2. Shipping: The customer is responsible for all return shipping charges. Please use a trackable shipping method and retain your tracking number.
  3. Refund: Once we receive and inspect the returned items and confirm they meet the eligibility criteria, a refund will be issued to your original payment method, minus the following:
    • Original Shipping Charges (Non-refundable)
    • 20% Restocking Fee (Applicable to all accepted returns)

4. Damages & Discrepancies

  • Reporting Damages: If your package arrives damaged, you must make a note of the damage on the delivery slip when you sign for the package. Report the damage to us within 24 hours of delivery.
  • Filing a Claim: Please take clear photos of the damaged packaging and product and email them to Sales@ICDIncellderm.com so we can file a claim with the carrier and arrange a replacement or credit for you.
  • Discrepancies: If you receive the wrong item or incorrect quantity, please contact us immediately at Sales@ICDIncellderm.com or 626-885-1829, and we will quickly resolve the mix-up.