Help / FAQs

CHECKOUT

· How many coupon codes can I use at the checkout?

Only 1 coupon code can be used per order and coupons are not stackable.

· I cannot add more than one item into shopping cart.

Please wait a few minutes and refresh the page. If the problem persists, you could try the following step: Turn on the "All Cookies" function in your computer. For example, if you are using Internet Explorer, go to Tools/ Internet Options/ Privacy, and set the slider to Medium High. The shopping cart will then record all the items that you have ordered

GENERAL INFORMATION

· Does CellDemand have a physical store? Can I pick up the order in person?

We do not have a physical store; only online shopping is offered. Orders can not be picked up in person; all orders are transacted online and shipped by mail.

· How can I receive discounts and promotions?

Please subscribe to our Weekly Newsletter, so we may email you with great deals each week! Or you can visit our website regularly for exciting deals on new products!

· I don't see an "Add to Cart" button with the item, why?

If you do not see the "add to cart" button with the item, the item is temporarily unavailable. Please check back later

· Is the information I submit absolutely secure?

Your privacy is carefully protected when you order on our website. Your credit card and personal information will be protected using the most secure encryption technology - Secure Socket Layer (SSL)

ORDER STATUS

· How do I check my order status?

You can track your order anytime with the information provided. Please note that tracking may not be available for international packages

· I want to cancel my order, what should I do?

Please contact our Customer Service team for cancellation request. Please understand that we can only cancel orders that have not been shipped.and we do not guarantee the cancellation request could be fulfilled as the order could have entered the shipping process before we are able to cancel

· I want to change my order information or make some changes to the items I ordered. What should I do?

Please contact our Customer Service team for further assistance

· When should I expect my order to arrive?

For US orders with standard shipping, it usually takes 5 to 10 business days. For International orders, it usually takes 7 to 14 business days

PAYMENT INFORMATION

· Can I mail in payments?

No, we do not accept mailed in payment

· Do you charge sales tax?(chose one of them)

Yes, for all orders with shipping address in New York, sales tax is applied to the order.

OR

Only New York residents are charged a sales tax of 8.875%. However, if your order is being shipped internationally, your country’s customs might charge tax or duties. CellDemand does not charge tax on international orders and is not liable for any taxes possibly charged by customs.

OR

If an item is subject to sales tax in the state to which the order is shipped, tax is generally calculated on the total selling price of each individual item. In accordance with state tax laws, the total selling price of an item will generally include item-level shipping and handling charges, item-level discounts, gift-wrap charges, and an allocation of order-level shipping and handling charges and order-level discounts. The amount of tax charged on your order will depend upon many factors including Identity of the seller, type of item purchased, and destination of the shipment. Factors can change between the time you place an order and the time of credit card charge authorization, which could affect the calculation of sales taxes. The amount appearing on your order as Estimated Tax may differ from the sales taxes ultimately charged.

· I placed one order only but there are two transactions on PayPal, why is that?

There will be two transaction IDs for each PayPal payment. One transaction is for authorization only, and the other one is for the actual payment. They should be linked to the same transaction and there should be only one payment for these two transaction IDs.

· What can I do if my credit card is declined?

Please check to make sure the billing address you put in the checkout matches with the credit card used

· What is a Card Verification Number and where do I find it?

The Card Verification Number is the last 3 digits located on the back of your credit card.

· What type of payment does CellDemand.com® accept?

We accept PayPal, Credit Cards (Visa, MasterCard, American Express, JCB, Diner's Club, and Discover).

PROMOTION

· How often does CelDemand have promotion codes?

We offer great deals with different products each week! Please subscribe to our Weekly Newsletter, so we may email you with great deals each week

· Where can I find out about special promotions?

Please subscribe to our Weekly Newsletter, so we may email you with great deals each week! Or you can visit our website regularly for exciting deals on new products!

· Where do I input special promotion codes?

You will be asked to put in a promotion code at the time of checkout, please note only one coupon code can be used per checkout.

If your question was not addressed above, please contact us at: info@celldemand.com

RETURN POLICY

· How do I make a return for exchange or refund?

We offer a 15-day return period (original purchase price only, shipping and handling is not refundable) . Please visit "Return Policy" page on our website for details.

· How long does it take to process my return/exchange/refund?

Please note that the return package usually takes 7-10 business days to reach us. After we receive your return, it takes 2-3 business days for your return to be processed. For status, please contact customer service at: info@celldemand.com

· I found one item missing from my order. What should I do?

Please contact our Customer Service team for further assistance

· My order was cancelled while my credit card had an authorization hold. When will I get a refund?

The period for authorization hold varies with different credit card company. It usually is removed on the credit card within 3 business days. Please check with your credit card company directly for details

· What if I receive a defective or damaged product? Or what if I am just not satisfied with my purchase?

We offer a 15-day return period. Please visit "Return Policy" page on our website for details, or contact our Customer Service team for further assistance.

SHIPPING INFORMATION

· Can I use my UPS account when paying for the express shipping fee?

Sorry, we do not accept payment through UPS accounts. Orders will be charged the specified shipping fee if UPS express delivery is chosen

· Can orders be shipped via FedEx or other shipping methods not offered at checkout?

Orders can only be shipped via the shipping methods stated in the Shipping Policy. Other delivery methods are not available at this time

· Do you ship to APO/FPO Military addresses and how should I enter the shipping address?

Yes, we ship to APO or FPO military addresses. All APO/FPO orders will be shipped via Standard Shipping anywhere in the U.S. without minimum purchase. Express Shipping options are not available for APO/FPO orders as UPS does not deliver to those addresses. When filling out Shipping Information at checkout, please include the following:

    • Address 1: Grade/Rank/Rating and full name including middle initial
    • Address 2: Unit and Unit number, Consolidated Mail Room Number, PSC Number, or Ship
    • City: Enter APO or FPO as appropriate
    • State: AA, AE, AP, or FP.
    • Country: United States.

 

· I didn't receive my package, what do I do now?

Please note that normal transit time for US orders with standard shipping is 5 to 10 business days. For International orders, it usually takes 7 to 14 business days (could be longer depending on location and custom regulation). Please contact us if your order does not arrive in the time frame provided.

· Is the shipping fee charged based on order or item?

Shipping fee is charged based on the shipping options, the total size and weight of your item(s) and your delivery destination. For details of other shipping options, please refer to our Shipping Policy

· What are the different shipping options? And how much?

We offer Standard Shipping, Express Shipping with UPS 2nd Day Air and UPS 3-Day Service, and International Shipping. For more info on our shipping rate, please visit Shipping Policy.

· What is the additional charge for special request like Signature requirement, Reroute and Saturday delivery?

We are unable to fulfill those requests at this time. We count our Business Day as Monday to Friday. Saturdays and Sundays are not counted as business/working days, no holidays.

· When will I know if my order has shipped?

A shipment confirmation email is sent to you once your order is shipped from our warehouse. Please note that tracking is unavailable for international orders once packages leave US

· When will I receive my package if I place an order today?

For US orders with standard shipping, normal shipping time is 5 to 10 business days. For International orders, it usually takes 7 to 14 business days (could be longer depending on location and custom regulation). Arrival Date depends on the carrier you choose at the time of your order, please visit Shipping Policy for more details.

· Where is my order shipped from?

All orders are shipping from New York, USA unless specified otherwise.

If your question is not addressed above, please contact us at: info@celldemand.com