eShop FAQ
Answers to all your questions about the eShop
Account Questions
Q1. How do I sign up for an account?
A1. Click eShop from the main menu on our website. This brings you to the "Log In" page where you can click the "Sign Up" link to create a new account. To ensure the security of your account, we diligently verify accounts before approval. This can take up to 24 hours for your account to be activated. You will be notified via e-mail as soon as it is approved.
​
Q2. How do I check my order history?
A2. After logging in, click on your name on the top right corner and select My Orders from the drop down menu.
​
Q3. I forgot my login ID and/or password. How do I retrieve them?
A3. After clicking the "Log In" button; click the "Forgot password?" link and you will be directed to input your email. After submitting, you will receive an e-mail where you can reset your password.
Shop and Checkout Questions
Q1. Can I order outside Europe?
A1. Yes, we ship worldwide. If you are unable to complete your checkout due to an invalid shipping zone, contact us at info@wearecellix.com.
​
Q2. Can I still place an online order if I don't have an account?
A2. No, unfortunately not. But you can email us your purchase order at sales@cellixltd.com.
​
Q3. Which payment types are accepted?
A3. We accept all major credit cards and also manual payments via electronic funds transfer upon submission of a valid purchase order from your company or institution.
​
Q4. What are the payment terms?
A4. Credit Card payments are usually collected instantaneously. Manual payments via invoices are in line with our usual Terms and Conditions.
​
Q5. How secure am I ordering online?
A5. We use all state of the art security systems to protect your submitted data.
​
Q6. Which products can I find online?
A6. You can find almost all of Cellix products in our eShop. We will continue to update the eShop as products become available.
​
Q7. I am a private person, can I still buy Cellix products?
A7. Unfortunately, delivery is only possible to verified companies, institutions and universities.
​
Q8. Where can I see products in my cart?
A8. Click on the cart shaped icon on the top right corner of the page.
Q9. How do I delete products from my cart?
A9. While in your cart, click on the X on the right side of the product you want to delete. This will remove the product from your cart.
​
Q10. How can I change the quantity of products in my cart?
A10. You can either click the “+” and “-” next to the quantity of that product or fill in the amount manually in the quantity box.
​
Q11. I don't see tax on my order at checkout - is this included?
A10. No, taxes are not included. All duties, import taxes and related charges are the responsibility of the customer. For more information, please see our Terms and Conditions.
Shipping | Delivery
Q1. How long will it take to get my order?
A1. Delivery times vary depending on product availability.
Q2. Can I track my order?
A2. You will be notified via e-mail once your oder is confirmed and when we ship the order from Cellix.
​
Q3. How are delivery costs calculated?
A3. Delivery costs are calculated depending on the zone and the value and volumetric size of your order. There is a flat charge of €35 - €45 per delivery up to a purchase value of €2,500. Above this purchase value, the delivery cost (which includes insurance on all items during transit) costs are calculated at ~3% of the value of the purchase price. For more information, please see our Terms and Conditions.
​
Q4. What delivery method does Cellix use?
A4. We ship all orders by courier. We have courier accounts with DHL, FedEx and UPS. We usually use DHL and occasionally use FedEx or UPS.
​
Q5. We have our own courier account with discounted rates - can I use them for delivery instead?
A6. Yes. In the "My Cart" page, click "Add a note" and add your courier account number or other special instructions here.
Warranty | Returns
Q1. How do I return a product and what is the return/exchange policy?
A1. For full details of Returns & Refunds and Warranty periods, please see our Terms and Conditions.
Help & Support
Q1. Can I order by phone? What is the phone number and/or e-mail address?
A1. Unfortunately, the only way to place an order is via our eShop or by emailing your purchase order to sales@cellixltd.com.
​
Q2. I have questions, can I talk to a real person? What times are you available during the week?
A2. You can contact us at +353-1-4500-155 between Monday to Friday, 9:00am - 5:30pm (GMT) or drop us an e-mail at info@wearecellix.com.
​
Q3. How do I leave a feedback regarding shopping, ordering or shipping?
A3. You can drop us an e-mail at info@wearecellix.com and share your feedback with us.