Frequently Asked Questions

Shipping & Tracking

How long does shipping take?

Orders are shipped from Pensacola, Florida. We currently ship within the continental United States.

Estimated carrier transit time is generally 2–7 business days, depending on your location and shipping service. This estimate does not include weekends, holidays, or order processing time.

Orders placed over the weekend will begin processing the following business day.

Processing refers to the time required for us to prepare your order for shipment. Once your order ships, tracking information will be sent to the email address associated with your order.

Severe weather, natural disasters, holidays, and carrier service interruptions may cause delays outside of our control.

How do I track my order?

Once your order has shipped, you will receive a tracking number by email.

You can also track your shipment through our Order Tracking Form.

My package stopped moving. What should I do?

Carrier tracking may occasionally go several days without an update while a package is moving through the carrier's network. This does not necessarily mean the package is lost.

Please continue monitoring your tracking information. If your package has passed the carrier's estimated delivery date and tracking has not updated, please contact the carrier directly for additional information:

USPS: 800-275-8777
UPS: 800-742-5877
FedEx: 800-463-3339

Nail Company generally has access to the same tracking information available through the carrier's tracking system but can assist when a carrier investigation or claim becomes necessary.

Delivered & Missing Packages

Tracking says “Delivered,” but I don't have my package. What should I do?

First, check your mailbox, porch, side and back doors, garage, parcel lockers, leasing office, household members, neighbors, and other secure delivery locations.

Please allow 3 business days from the carrier's Delivered scan for the package to be located.

If you still cannot locate the package after 3 business days, contact the appropriate carrier and notify Nail Company at sales@nailcompany.com.

Delivered-but-Missing packages must be reported to Nail Company within 7 calendar days of the carrier's Delivered scan.

Carrier information such as tracking records, delivery photographs, signatures, GPS/geolocation information when available, and other proof of delivery may be considered when reviewing a missing-package claim.

If carrier evidence indicates that the package may have been delivered to a different location, we will review the matter as a potential carrier misdelivery.

Who should I contact about a missing package?

If your tracking shows Delivered but you have not received your package, please wait the required 3 business days before beginning the steps below:

USPS: Start a USPS Missing Mail Search and retain any case or reference information provided.

FedEx: Report a Missing Package to FedEx and retain the case number provided.

UPS: Please contact Nail Company at sales@nailcompany.com so we can initiate or assist with the appropriate UPS investigation.

Please provide any carrier case or reference number to Nail Company upon request.

What if my package was stolen after delivery?

When available carrier records reasonably confirm that a package was delivered to the correct shipping address, delivery is considered completed.

Packages subsequently lost or stolen after confirmed delivery are not covered under our standard shipping policy.

If you purchased Shipping Protection, your package may be eligible for coverage for theft after delivery. Please contact us to submit a claim. Supporting documentation may be required.

Shipping Protection

What is Shipping Protection?

Shipping Protection is optional coverage offered at checkout for eligible packages that are damaged, lost, or stolen.

At checkout, customers may choose either Protected Checkout or Checkout without protection.

The cost of Shipping Protection varies depending on the order subtotal.

Claims may require supporting documentation, including carrier records, delivery information, photographs, identification, a police report, or other information reasonably necessary to verify the claim.

Shipping Protection claims must be submitted within 30 days of the shipment date.

If you choose Checkout without protection, your order will not include the additional damage, loss, or theft coverage provided by Shipping Protection. Your order will still remain subject to our standard carrier investigation and missing-package policies.

Addresses & Returned Packages

I entered the wrong shipping address. What should I do?

If your order has not entered fulfillment, we will make every reasonable effort to update the address. We cannot guarantee changes once fulfillment has begun or the package has been transferred to the carrier.

Customers are responsible for providing a complete and accurate shipping address, including apartment, suite, or unit numbers.

If an order is successfully delivered to an incorrect address provided by the customer, Nail Company is not responsible for replacing or refunding the order.

If carrier evidence instead indicates that the carrier delivered the package somewhere other than the address provided on your order, we will review it as a potential carrier misdelivery.

What happens if my package is returned to Nail Company?

If your package is returned because of an incorrect or incomplete address or another customer ordering error, it may be reshipped after you confirm the correct address. Additional shipping and handling charges will apply.

Applicable fees and our actual outbound shipping costs may be deducted if the order is refunded.

If we do not receive a response within 7 days after the package is returned to our facility, the order may be canceled and refunded, less applicable fees and shipping costs.

Returns & Exchanges

What is your return policy?

Eligible returns must be requested within 15 days of delivery. Return shipping is generally the customer's responsibility.

Certain products are not eligible for return or exchange, including:

Polishes
Gels
Powders
Nail monomers
Products without tamper-proof seals
Opened or used products
Electrical equipment
Clearance items

Fees may apply to customer-requested returns, cancellations, incorrect addresses, and other customer ordering errors.

Please review our complete Returns & Exchanges, Refunds, and Cancellations Policy before initiating a return.

How do I start a return?

Email sales@nailcompany.com with your order number and details of your request.

Please allow 24–48 hours for a response. If your return is eligible, we will provide instructions on how to proceed.

Please do not mail a return until you have received instructions from us.

Can I return polish, gel or powder?

No. Due to the nature of these products, polishes, gels, and powders are not eligible for return or exchange.

Can I return electrical equipment?

Electrical equipment, including drills and LED/UV lamps, is not eligible for return or exchange through our standard return policy.

Applicable warranties are provided directly by the manufacturer. Please retain your receipt and register your equipment with the manufacturer when applicable.

Refunds & Cancellations

How long does a refund take?

Once an eligible return has been received, inspected, and approved, refunds are generally processed within 3–7 business days.

Your bank, credit card company, or other financial institution may require additional time for the refund to appear.

Are shipping charges refundable?

Generally, no. Original shipping charges are non-refundable.

If your order qualified for free shipping and is returned because of an incorrect address, customer ordering error, refusal, or another customer-caused issue, the actual outbound shipping cost incurred by Nail Company may be deducted from your refund.

Additional fees may also apply.

Products & Professional Use

Is your website for licensed professionals only?

Anyone may purchase from our website; however, many of the products we sell are intended for professional use.

We strongly recommend appropriate professional training and/or licensing when using professional nail products, chemicals, and electrical equipment.

Always follow manufacturer instructions, warnings, and safety precautions.

Why does my product look slightly different from the website?

We make every reasonable effort to accurately display our products.

However, colors can appear differently depending on your screen, lighting, and device settings. Manufacturers may also change packaging, components, formulations, specifications, colors, or designs without notice.

For these reasons, the product you receive may have minor differences from website photographs or promotional materials.

Order Verification

Why am I being asked for additional information to verify my order?

For fraud prevention and customer protection, certain orders may be selected for additional verification.

We may request information necessary to verify that the purchase was authorized by the cardholder.

Orders requiring verification may be held until the requested information is received and reviewed.

Promotions

Do you offer discounts or coupon codes?

Yes. We periodically offer promotions and coupon codes.

Contact Us

Have a question that wasn't answered here?

Call: 850-434-6245
Text: 850-503-2874
Email: sales@nailcompany.com

Business Hours
Monday–Sunday
9:00 AM–5:00 PM Central Time

For complete return eligibility, exclusions, fees, and refund requirements, please review our Returns & Exchanges, Refunds, and Cancellations Policy.