Please contact us and receive return approval before sending anything back. Unapproved returns will not be accepted or refunded.
30-Day Money-Back Guarantee — First Order
We want you to experience Cell Queue with complete peace of mind. Your first order of any single product is covered by our 30-day money-back guarantee.
- You may request a refund within 30 days of purchase.
- If the product is unopened and in its original condition, you will receive a full refund of the product price. You are responsible for return shipping costs.
- If the product has been opened, you may still be eligible for a refund provided the request is for your first order of that product and at least 75% of the product remains. In that case, we will refund the product price minus a 15% restocking fee.
- This guarantee is limited to one refund per customer, and one product per first order.
- Subsequent orders and repeat purchases are not covered by this guarantee.
Refrigerated items (e.g., probiotics) are not eligible for a return or refund under any circumstances.
Returns & Refunds — Standard Orders
- Eligibility window: 30 days from date of purchase.
- Condition: Items must be unopened, in their original packaging, and in resalable condition. Opened products (other than the single item covered by the money-back guarantee above) are not eligible for refund.
- Return shipping: Customer is responsible for return shipping costs. Original shipping charges are non-refundable.
- Refund method: Refunds will be issued to the original payment method or as store credit, at our discretion.
- You must contact us and receive approval before returning any item. Unapproved returns will not be accepted or refunded.
Bundles & Packs
- Unopened bundles may be returned in full within 30 days for a refund of the product price.
- Partial returns of individual items from a bundle are not accepted. If any item in the bundle has been opened, the entire bundle is ineligible for refund.
Refunds — Subscribe & Save Orders
- Our 30-day money-back guarantee covers the first delivery of a subscription order only.
- If you are not satisfied with your first subscription delivery, you may request a refund within 30 days of delivery, subject to the same conditions as standard orders.
- You may cancel your subscription at any time. To avoid being charged for the next shipment, cancel at least 2 business days before the next scheduled delivery date.
- After the first delivery, subsequent subscription shipments are final sale and not eligible for refund.
Defective, Damaged, or Incorrect Item
- If you receive a damaged, defective, or incorrect item, please contact us immediately.
- We may request photos of the damage or error. Please keep all original packaging until your claim is resolved.
- If we confirm the error or damage, we will, at our option: (a) ship a replacement at no cost to you, or (b) issue a full refund including original shipping.
- Incorrect items ordered by mistake by the customer are subject to our standard return policy above.
Bulk & Special Orders
- All bulk or special orders are final sales. No returns or refunds will be accepted for bulk purchases. Please double-check your order before placing it.
How to Return an Item
- Contact us at support@cellqueue.com or call 1-510-766-2855 to request return approval.
- If approved, you will receive a Return Label Email with instructions.
- Package the item securely in its original packaging. Include your name, order number, and proof of purchase inside the package.
- Ship the package within 5 days of receiving return approval.
- We will process your refund within 7 business days of receiving and inspecting the returned item. Depending on your payment method, it may take an additional 5–14 business days for the refund to appear on your statement.
Non-Refundable Items & Situations
The following are not eligible for a refund or return:
- Refrigerated items (e.g., probiotics)
- Items marked as final sale or clearance
- Free gifts, promotional items, or items received through loyalty rewards
- Coupon codes and gift cards (no cash value, not redeemable for cash)
- Orders where the shipping address provided at checkout were incorrect or incomplete, resulting in non-delivery
- Items returned without prior approval
- Items returned used, damaged, or with missing parts due to improper packaging
- Duplicate or excessive refund requests
- Products purchased from unauthorized resellers or third-party platforms
We reserve the right to limit or deny refunds in cases of suspected abuse, fraud, or as otherwise permitted by law.
Coupon Codes
- Limit one coupon code per order per customer.
- Coupon codes cannot be combined with subscribe & Save orders, other promotions, or special sales.
- Coupon codes have no cash value and cannot be applied retroactively. Expired codes cannot be used.
- Unauthorized reproduction, resale, or trade of coupon codes is prohibited.
- We reserve the right to modify or cancel coupon offers at any time.