Ordering
How do I place an order?
Browse the catalog, select the exact product and quantity, add the item to your cart and proceed through checkout. The order may be reviewed for product availability, destination and payment details before fulfillment is confirmed.
Can I modify or cancel an order after placing it?
Send the request within 24 hours of placing the order. A change or cancellation is possible only before dispatch and is not confirmed until support approves it in writing. Contact support immediately because fulfillment may begin sooner.
Is there a minimum order quantity?
There is no general store-wide minimum order. Some products or order routes may have quantity requirements, and eligible products may display volume-price tiers directly on the product page.
Do I need a professional license to purchase?
Requirements vary by product and country. Items marked for professional use must be purchased, handled and used only by appropriately qualified persons under local rules. Buyers are responsible for confirming their eligibility before ordering.
Payment
What currency does Cytollia use?
Website prices are displayed in U.S. dollars unless a page or written order confirmation clearly states otherwise. Your bank or payment provider may apply its own exchange rate and fees.
What payment methods are available?
Use only the payment method and instructions confirmed for your specific order. Available arrangements can depend on the destination, order value and current payment setup. Do not send funds using unverified details or add a transfer note unless the written instruction specifically asks for one.
When will my order be processed after payment?
Processing begins after payment is confirmed. Most confirmed orders are prepared within 1–2 business days, although product checks, high-volume orders, destination restrictions and holidays can require more time.
Shipping
Where does Cytollia ship?
Cytollia ships to most countries and regions. A small number of destinations or product routes may be unavailable because of carrier coverage, customs requirements or local restrictions. Ask support to confirm the destination before payment when availability is essential.
Can one order arrive in separate shipments?
Yes. Products may be fulfilled from different locations, so one order can be divided into multiple parcels. Separate tracking details may be provided for each parcel.
Who pays import duties, taxes and customs charges?
Unless the written order confirmation expressly states otherwise, the buyer is responsible for import duties, taxes, permits, documentation and customs-clearance charges at the destination.
Why is my tracking number not updating?
Tracking may not show movement immediately while a parcel is being transferred, waiting for carrier activation or passing through customs. Contact support if the tracking remains unchanged beyond the expected route update period.
Are delivery dates guaranteed?
No. Delivery windows are estimates. Customs, carrier operations, weather, holidays and other events outside Cytollia’s reasonable control can change the transit time.
Product handling
How are temperature-sensitive products shipped?
Protective packaging may be used when a product requires temperature-aware transit. The exact temperature on arrival cannot be guaranteed because route length, weather, customs and last-mile conditions vary. Follow the label or supplied storage instructions immediately after delivery.
Can Cytollia guarantee the temperature at delivery?
No. If uninterrupted monitoring or a validated arrival-temperature range is essential, contact support before ordering and do not complete payment until the available route has been confirmed in writing.
How can I confirm product documentation or shelf life?
Availability can vary by product, batch and destination. If a particular document or minimum remaining shelf life is essential, ask support before ordering and include the exact product and quantity.
Does Cytollia provide medical advice?
No. Website content supports product review and purchasing decisions; it is not medical advice, a diagnosis, a treatment protocol or a substitute for manufacturer instructions. Professional-use products must be handled only by appropriately qualified persons.
Returns & refunds
Can I return an order after it has shipped?
Routine returns and exchanges are generally not accepted after dispatch because many products are sealed, sterile, professional-use or temperature-sensitive and their storage history can no longer be verified.
What if I receive a damaged or incorrect item?
Email support within 48 hours of delivery. Include the order number, delivery date, clear photos of the outer parcel and shipping label, product packaging, and the damage or incorrect item. Keep all packaging until the review is complete.
What if customs delays, refuses or seizes the parcel?
Customs decisions are outside Cytollia’s control and are not normally refundable unless the written order confirmation states otherwise or applicable law requires a different result. Buyers should confirm import eligibility before ordering.
How long does an approved refund take?
The timing depends on the original payment arrangement and the processing time of the relevant bank or payment provider. Support will confirm the available method when a refund is approved.
Still need help?
Email support with the product, quantity, destination and order number where applicable, and the team can review the specific question.