Request a return through Customer Care within 14 days of delivery.
SUPPORT
TOKYO DIRECT / CUSTOMER CARE
From Tokyo.
To Japan and Hong Kong.
Official CELLshot delivery is currently available only within Japan and to Hong Kong. Every order is prepared in Tokyo and shipped with tracking.
TOKYO DIRECT
Shipping & estimated delivery
Shipping is free to Japan and Hong Kong. Orders are prepared at our Tokyo warehouse within 1–3 business days, then sent by domestic courier within Japan or by a tracked international courier or EMS to Hong Kong.
Japan1–3 business days after dispatch
Hong Kong5–15 days after dispatch
These are estimates, not guaranteed arrival dates. Deliveries to Hong Kong may be extended by customs clearance. Tracking is provided after dispatch. Japan Post EMS reference ↗
DUTIES & TAXES
Duties & taxes
Deliveries within Japan are domestic shipments. Prices for Hong Kong orders exclude any Hong Kong duties, taxes or other import charges; the recipient is responsible where applicable.
For deliveries to Hong Kong, CELLshot does not guarantee duty-free entry, successful customs clearance or a fixed arrival date; actual charges follow local rules.
RETURN POLICY
Returns & exchanges
Items must be unused, unopened and returned with seals, accessories and packaging intact.
For preference returns, 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.
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 is01AgeCare ExoMask Pro,02AgeCare ExoSerum Pro and03Peptide Multi-Action Serum.
Can I use CELLshot before or after non-invasive aesthetic treatments?＋
Yes. For aesthetic treatments that do not break the skin or cause bleeding, and where the provider has not asked you to stop ordinary skincare, CELLshot may be used as part of your regular moisturizing routine before and after the treatment. After treatment, use only when the skin surface is intact and its condition is stable. For microneedling, injections, exfoliative procedures, or if the skin has wounds or oozing, follow the guidance of your doctor or treatment provider.
Can I use CELLshot during pregnancy or while breastfeeding?＋
Skincare choices during pregnancy and breastfeeding should be considered in light of the specific product ingredients and individual circumstances. CELLshot products currently on sale are topical skincare products. Use them only as directed on intact skin; do not apply to broken skin or use them in conjunction with procedures that break the skin.
We recommend showing the complete ingredient list on the packaging to your obstetrician or another qualified healthcare professional and using the product only after they confirm it is suitable for you. While breastfeeding, do not apply it to the breasts or nipples, or to any area that an infant may directly touch or lick, and wash your hands after use. If discomfort occurs, stop using the product and consult a qualified professional.
Is CELLshot suitable for sensitive skin?＋
The human evaluation of ExoMask Pro included healthy participants with sensitive skin. Because skin condition varies from person to person, we recommend performing a patch test on a small area before first use. If your skin is experiencing noticeable discomfort or abnormal symptoms, wait until it has stabilized before use.
Where can I buy CELLshot, and how can I verify that it is authentic?＋
Please use the product pages on the official CELLshot website to access the official purchase page. Genuine CELLshot packaging carries an authenticity label. When your order arrives, check that the label is intact and follow the instructions on it to verify the product. If the label is missing or damaged, or if the verification result appears unusual, keep your order details and photos of the packaging and contact official Customer Care.
CONTACT