FREQUENTLY ASKED QUESTIONS

We accept Visa, MasterCard, American Express, Union Pay cards. Your card will be charged once your order has been shipped. You can also choose to pay with PayPal, Apple Pay, Google Pay or SplitIt installment payments.

Once an order is placed, please allow one to three business days for the order to be packed and shipped from our warehouse. Upon shipment, you will receive an email with your tracking information so that you can track your order in transit. For domestic orders, please allow up to six business days for your package to arrive after it's been shipped. For international orders, shipping times will vary based on where you are located and the shipping method you selected.

Unfortunately, we are not able to cancel an order once it has been placed. We also cannot accommodate any changes to an order once it has been placed. Before you place your order, please confirm that all of your information, including your shipping address, name, phone number, credit card details, and product selection is correct, as CALECIM® is not responsible for any mistakes. Thank you.

You can return your products and request for a refund if the products have been unopened and unused here.

Please contact us if you have not received your Delivered order or if it has been lost in transit by the carrier. We would be happy to assist you.

We apologize that you received a damaged item. Please contact us and include a photo of your damaged item within 48 hours of receiving your product. Our customer service team will review it and get back to you.

You can change your subscription frequency within the My Account section.

You can create an account by visiting this link.

To reset your password, go to the login page and then click “Forgot Your Password?”

CALECIM^® Professional line is exclusively sold at calecimprofessional.com. You can also purchase our products in the clinics around the world here.

Yes, we offer shipping options to many countries. For more information about international shipping click here.

For customer service inquiries, please contact us here. Our Customer Service team aims to respond within 1 to 2 business days of receiving your inquiry. Response times will be extended during holidays and product launches.

We deeply regret that you had an allergic reaction from using one of the products purchased from us. Different individuals may experience different results using the same product. Your current skin condition may be influencing the reaction. We cannot be held liable for your skin condition therefore, a return or refund will NOT be accepted.

We do not accept returns once the product has been opened and removed from its original packaging.

All cosmetic products have a shelf life of 3 years from the manufacturing date, and are not considered unusable till past the expiry date. We do not accept exchanges for such cases.

You can exchange the product if the product is already damaged when delivered to you. We will bear the delivery cost and replace it with a new product. In the event that the damaged item is no longer available, we will suggest an alternative product as a replacement.

We will only accept an exchange request if the products are still in their original packaging.

You can login here to manage your subscription.

Alternatively, if you are already logged in, you can also visit the My Account page and click on "Manage Auto-Replenish".

You can locate your desired product on the website. If it's available to order through our Auto-Replenish service, you will be given the choice to opt in for convenient, hassle-free delivery on a regular basis, customized to your desired schedule.

Once you've placed the order, your product will be shipped to you automatically according to your preferences. We'll even send you an email before it's due to be dispatched.

Yes. You'll automatically accrue CALECIM^® Coins on every Auto-Replenish order that's processed.

You will save 20% for full-sized products.

All full-sized products (including Advanced Hair System). Starter size products and product bundles are not eligible for the Auto-Replenish program.

You can cancel your Auto-Replenish order anytime after 3 delivery cycles. However, you won’t be able to cancel your order before that.

You can only cancel your Auto-Replenish order after 3 delivery cycles.

However, the Auto-Replenish products are already discounted and further discounts are not applicable.

You can order Auto-Replenish products every 2, 3, 4, 5, 6, 7, 8, 9, 10, 11 and 12 weeks.

You can switch between the products without having to cancel your order. Please contact us at customerservice@calecim.com and we will help to change it for you.

You can change the frequency at any time. Simply login to the Customer Portal, navigate to the Subscriptions tab and click on the subscription that you would like to change.

You should then see something like the screenshot below, click on the Order Frequency section to edit it.

Yes, simply login to the Customer Portal, navigate to the Upcoming Orders tab, you should see something like the screenshot below.



Click on the upcoming order that you would like to skip, then click on the Skip Order button circled in the screenshot below.

Sure, simply login to the Customer Portal, navigate to the Upcoming Orders tab. Click on the upcoming order that you would like to change.



Next, click on the Order date section.



A popup calendar will appear, allowing you to update the next order date.

No problem. You can change your shipping addresses without having to cancel your Auto-Replenish order. Simply login to the Customer Portal, navigate to the Subscriptions tab and click on the subscription that you would like to change. The updated address will apply for all future recurring orders in your selected subscription.

Click on the Shipping Address section to edit it.

Simply login to the Customer Portal, navigate to the Payment Methods tab. Look for the saved payment method that you would like to change, then click on the Edit button.

We'll automatically try charging any failed payments every 2 days, up to a maximum of 3 retries. If payment still fails on the last retry, your subscription will be cancelled.

These products contains phenolsulfonphthalein (a pH indicator) which is reddish/dark pink. As each batch of protein mix may have slight differences in acidity or alkalinity, the color can range from light yellow/orange to light red/dark pink. This is within our acceptable range.

We use the pH indicator to monitor the state of the active ingredient. As it is derived from an organic source and is high in biological matter, it may be prone to bacteria contamination. The pH indicator uses the acidity level within the formula to assess the health of the active proteins and growth factors within.

It is recommended to keep CALECIM^® Professional products in cool conditions, not exceeding 33°C or 91.4°F. Please discontinue usage of the product if the color appears to be different from the stated acceptable range and contact us at customerservice@calecim.com.

There is no need to keep our products in the refrigerator. However, it is recommended to keep CALECIM^® Professional products in cool conditions, not exceeding 33°C or 91.4°F. Please discontinue usage of the product if the color appears to be different from the stated acceptable range and contact us at customerservice@calecim.com.

Most of our products are fragrance-free. The smell comes from the high concentration of active ingredient, PTT-6^®, in the formulation. PTT-6^® is naturally derived from cord lining stem cells. The smell disappears soon after application and most users don’t notice it after a few minutes.

The extract derived from each batch of cord lining stem cells is slightly different. This results in slight differences in color and smell in the end product because of the high concentration of active ingredient used.

CALECIM^® skincare works well with most active ingredients commonly used in other skincare. Your skincare should be layered according to the viscosity of the product. Water-based products should be applied first (like toners, and watery serums), followed by gel-like textures. Light creams can be applied after, followed by heavier creams. For AM regimens, sunblock should be applied last.

While the occasional pimple may be part of the natural process of skin renewal, you should avoid the use any CALECIM^® Professional skincare if you have active acne. Your doctor or dermatologist will be able to ascertain whether you are a suitable candidate for the product.

Yes, CALECIM^® Professional products are safe for those who are pregnant or breastfeeding. However, we highly recommend that you consult your obstetrician/gynaecologist before starting any new skin or hair care routine.

Cosmetic products such as CALECIM^® Professional do not require the approval of the USFDA to enter a market. The cosmetic industry is however regulated by the USFDA through its VCRP program. CALECIM^® Professional and all its products are registered with the USFDA VCRP.

It depends on how ablative your procedure was. All creams / serums / gels should only be applied to skin that has fully epithelized or fully covered by skin.

Specific questions on each product can be found on the product page. Please feel free to send us a message on our chat. We will respond to all enquiries within 2 working days.

PTT-6^® is CALECIM^®’s proprietary active ingredient. It is derived from ethically sourced stem cells that are cultured in a stem cell laboratory. The stem cells are removed from the culture media leaving behind the exosomes, growth factors and other proteins that the stem cells have secreted. This secretion is called PTT-6^®. One ml of PTT-6^® contains over 3,000 active growth factors, exosomes and proteins, making it the most concentrated growth factor / exosomes product in the market. PTT-6^® is the key active ingredient in all CALECIM^® products.

CALECIM^®’s parent company CellResearchCorp obtains stem cells from the umbilical cord lining membrane of red deer for the production of CALECIM^®’s active ingredient. This source, in both humans and other mammals, is the most abundant source of epithelial and mesenchymal stem cells known to date. The numbers that can be harvested vastly exceeds any other source, including bone marrow and fat.

The stem cells isolated from cord lining membrane are neonatal (very young) and as such as more potent and robust compared to their adult sourced counterparts.
The red deer from which the stem cells are sourced are organically and ethically raised in New Zealand. CellResearchCorp chose red deer as its source of umbilical cord lining for CALECIM^® Professional as there are no known diseases that are transmitted from deer to humans.

Extraction of these stem cells causes no harm or distress to these deer.

All mammals share similar signalling proteins, including those released by stem cells which are used to communicate with other cells. Red deer cord lining stem cell proteins used in CALECIM^® thus also have regenerative and restorative effects on human skin. Ultimately, the results from using CALECIM^® Professional products speak for themselves as well as the in-vitro tests that they undergo. More can be found on our website on the effect of PTT-6^® on skin and hair on our website.

The patents that surround the discovery and applications of cord lining stem cells belong to CALECIM^®’s parent company, CellResearchCorp. Only brands that are part of the CellResearchCorp group of companies are licensed to use this technology.