Request a return through Customer Care within 14 days of delivery.
06 — SUPPORT
TOKYO DIRECT / CUSTOMER CARE
From Tokyo.
Made available worldwide.
CELLshot is currently available from Japan only. Every order is prepared in Tokyo and shipped internationally with tracking.
01 — TOKYO DIRECT
Shipping & estimated delivery
Orders are prepared at our Tokyo warehouse within 1–3 business days, then sent by a tracked international courier or EMS according to destination and service availability.
Japan1–3 business days after dispatch
East & Southeast Asia2–10 business days after dispatch
North America5–12 business days after dispatch
Europe & Oceania5–14 business days after dispatch
Other destinations7–20 business days after dispatch
These are estimates, not guaranteed arrival dates. Customs clearance, local delivery, remote locations, weekends, holidays, weather and flight changes may extend transit time. Tracking is provided after dispatch. Japan Post EMS reference ↗
02 — DUTIES & TAXES
Duties & taxes
Orders delivered outside Japan are cross-border shipments. Unless checkout explicitly states that duties and taxes are included, product and shipping prices exclude any destination duties, import taxes, VAT/GST or clearance fees.
Where charged, these costs are the recipient’s responsibility and are assessed by local customs or the carrier; CELLshot cannot determine them in advance.
03 — RETURN POLICY
Returns & exchanges
Items must be unused, unopened and returned with seals, accessories and packaging intact.
For preference returns, international return shipping and related taxes are paid by the customer; original shipping and paid import charges are non-refundable.
For hygiene reasons, opened or used cosmetics cannot be returned. If an item arrives damaged, incorrect or potentially defective, contact us within 7 days with the order number and photographs. After review, we will arrange an appropriate replacement, refund or remedy. Statutory consumer rights remain unaffected.
04 — CUSTOMER CARE
A reply within 2 business days
Customer Care normally replies within 2 Tokyo business days. Weekends, Japanese public holidays, year-end closures and unusually high enquiry volumes may require additional time.
FAQ
Frequently asked questions
Is ExoSerum Pro used daily or once a week?＋
Use it morning and evening. In the combined ritual, open one fresh bottle each week and use that bottle morning and evening during the week.
Can I choose only one of the three ExoMask Pro essences?＋
No. For each ritual, add Essence 1, Essence 2 and Essence 3 in order.
In what order are the products presented?＋
The current order is1AgeCare ExoMask Pro,2AgeCare ExoSerum Pro and3Peptide Multi-Action Serum.
CONTACT