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Customer Service

Customer Care

We at NuCèlle are committed to providing the highest level of customer care to our clients.


  marker What are your Shipping Costs?
  marker How Do I Find Out My Order Status?
  marker Can I Cancel or Change an Order?
  marker Can I Order by Telephone?
  marker What Payment Options do you offer?
  marker How do I Return or Exchange an Item?
  marker Do you Ship Internationally?

Our Guarantee

Our NuCèlle® products are carefully researched and formulated to give you the best result possible for your type of skin. Therefore, your purchase is “satisfaction guaranteed” for 30 days. If you wish to return any part of your purchase, please call 1-800-877-3131 for a Return Authorization Number (RA#). Please see our Return Policy detailed below.

Shipping Costs

Shipping costs are calculated according to the dollar value of your order and will be added to the total amount. All orders are sent through Expedited Mail - Canada Post with a tracking number. Delivery times vary from 4-14 business days from day of shipment. The following table shows the shipping rates charged according to the total value of the order.

Total Order ($)

Shipping Costs ($)

0.00 - 75.00


76.00 - 150.00


151.00 - 300.00


301.00 - 500.00


501.00 - 750.00


751.00 & over


XpressPost is available for an additional charge. Please indicate in the Comments section of the Checkout form, and we will send you an email with the additional cost.

For information on international shipping, please click here.

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Order Submitted

Once you have placed your order on www.nucelle.com and your credit card has been authorized, you will receive an e-mail message confirming your order.

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Order Processing

Once you have placed your order on www.nucelle.com, it will be sent to our warehouse to be processed and packed for shipment. Please allow 1 - 2 business days for the order to be processed and prepared for shipment. Once the order is sent to the warehouse, no changes, or cancellations of your order can be made.

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Order Delivery

When your order has left our warehouse, the order status shows on our records as "Shipped and Paid" and you will receive an e-mail message confirming that your order has been shipped.

All orders are sent through Expedited Mail - Canada Post with a tracking number. In most cases, you will get your order approximately 7-10 days after it has left our warehouse.

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Cancelling or Modifying an Order

Before you place your order, you can view the contents and the total amount in your shopping basket. Once your order has been submitted successfully, the order will be in a "Placed" status. Your order is then "Sent to Warehouse," entering the shipping process almost immediately. The only time that you can cancel or modify your order is during the Checkout process before the order is submitted. Once your order enters the shipping process by being submitted, no further changes can be made.

You must call a Customer Service Representative to make any changes to your order once it is has been submitted. Click here for Customer Service contact information. If the order has been "Sent to Warehouse," we are unable to cancel or modify your order. You can return your items free of charge for a credit to your account. For more information on returns, please visit our Returns Section by clicking here.

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Ordering by Telephone

You are welcome to order any of our products by calling our Toll Free Order Line 1-800-877-3131. Our Sales Executives are delighted to assist you with your order, and any questions you may have.

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Payment Options

Credit Cards
We accept MasterCard, Visa and Discover

Cheques & Money Orders
We do accept Cheques and Money Orders. Please be aware that this may result in a shipping delay. We will not ship your customized products until we are in receipt of payment, and that form of payment has cleared our bank. Please be sure to write your order number on the face of your cheque or money order and mail it to:

NuCèlle Inc.
P.O. Box 2333,
Blaine, Washington 98231-2333

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Return Policy

We are happy to accept returns within 30 days of receipt and the bottle at more than 50% full. Our normal return policy is 30 days return satisfaction guaranteed, but you must call us at
1-800-877-3131 for a Return Authorization Number (RMA#) within the 30 day period.

In order to ensure a timely refund to your account, please mail the item immediately upon receipt of your RMA#. We regret that we do not refund the original shipping costs with the return, nor do we reimburse the return shipping costs.

Please follow the simple instructions below for your return.

  1. Separate any unused items from used items. Label used items as used. If feasible, use the original packaging to ship your return.
  2. Fill out the Return Form on the back of your Packing Slip. Include this form inside the box.
  3. Please write the RA# on the upper left hand corner of your package and use the return label included on the back of your Packing Slip.

Return Refunds and Credits

We will issue you a full refund to your credit card for the price of any item that you return IF your return is accompanied by the RMA# issued to you at the time of your telephone call requesting the return. When your return package has been received, and it is ready to be processed, we will send you a return confirmation e-mail containing the details of your return.

It takes up to 30 business days to process the return and credit your credit card account. We will notify you via e-mail once your return has been processed. Please note that your financial institution may take up to seven business days to reflect this return transaction.

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International Shipping

We are pleased to accept overseas orders. However, international shipping charges can be very high, therefore we must charge you the actual shipping costs. We are pleased to e-mail you with the actual costs before we ship your order. At this time you will have the option of cancelling your order.

We ship by Canada Post Airmail or by insured XpressPost with tracking number. Airmail takes 2-4 weeks delivery; XpressPost takes 8-10 days. XpressPost in NOT available to South Africa.

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“I just started using your products. I must say I see a big different in my skin's appearance already within one week. I have rosacea and feel this is the best my skin has looked in a long time. Thanks!” More client
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