Shipping Policy

Enjoy Safe, Secure Purchases from the Citra Web Site!

Domestic Orders

Products ordered by Customers in Israel have several options:

1. Self-collection – Orders can be picked-up from the Company in Kfar Saba by prior arrangement.

2.Delivery to your door – Orders may be received by courier to your home. The Customer will pay the courier charges. For orders up to 190 NIS, the shipping cost is 25 NIS. The delivery of the products by courier is only offered within Israel, and is subject to availability (courier service, infrastructure, security restrictions, etc.).

3. Free shipping – Domestic orders over 190 NIS are delivered at no cost to the Customer.

Domestic orders are shipped within 2 business days of order placement. NOTE: There are no shipments made on Friday evenings and Saturdays or on holiday evenings and holidays.

Domestic shipments usually arrive within 5 business days, except in remote areas, where the shipment typically arrives within 7 business days of your order. Deliveries arrive at the Customer’s home on Sundays-Thursdays between the hours of 8: 00-21:00 and on Fridays and holiday evenings between the hours of 8: 00-12: 00.

International Orders

Products ordered by Customers worldwide are shipped by airmail. The cost of shipping will be added to the total product(s) cost and will be charged to the Customer’s credit card or other means of payment. Products may be shipped according to the Customer’s preference (standard, expedited, Israel Post, Federal Express, etc.) based on availability.

International orders are exempt from VAT, however, customs fees may be charged in the destination country. Citra Cosmeceuticals will not be responsible for these or other surcharges.

International Delivery Schedules

International orders are shipped within 2 business days of order placement. NOTE: There are no shipments sent on Friday evenings and Saturdays or on holiday evenings and holidays.

International shipments usually arrive within 14 business days, except in remote areas, where the shipment typically arrives within 21 business days of your order.

Order Status

When your order has shipped, you will receive an email notification from us which will include a tracking number and link to the courier in order to check the package status. Please allow 48 hours for tracking information to become available.

If you have not received shipping notification within 36 hours after placing an order, please contact us at info@odem-care.com or +972-50-711-3548 with your name and order number to allow us to investigate the delay.

Delivery Delays (International and Domestic)

Shipment of products by courier and airmail involves third parties, such as the Israel Postal Authority, domestic and international couriers and their agents. Citra Cosmeceuticals will not be held responsible for delays of any kind, which may happen from time to time.

A delay in the delivery date, for any reason, will not entitle the Customer to receive any financial or other compensation, except for the right to cancel the transaction, in accordance with what is stated in these regulations.

Exchanges, Returns and Refunds

Did you buy and regret it? No problem!

It is possible to return or exchange an item purchased on the Website within 14 days (domestic) or 45 days (international) of receiving the product with the invoice attached, provided that the packaging has not been damaged and the product has not been used.

Customer Service

You may contact Citra’s Customer Service with any questions or feedback, by email:
info@odem-care.com or by phone +972-50-711-3548.