Returns & Exchanges, Refunds, and Cancellations
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Returns & Exchanges
We understand that there may be instances when you need to return an item. Eligible returns must be requested within 15 days of the delivery date. After 15 days, we are unable to offer a return or exchange.
Return shipping is the customer's responsibility unless the return is due to an error by Nail Company.
To initiate a return, please email sales@nailcompany.com with your order number and details of your request. Please allow 24–48 hours for a response. Once your request has been reviewed, we will provide instructions on how to proceed.
Please do not send merchandise back without first contacting us for return instructions.
Non-Returnable & Non-Exchangeable Items
Due to the nature of certain products, we do not accept returns or exchanges on:
- Polishes
- Gels
- Powders
- Nail monomers
- Products without tamper-proof seals
- Products that have been opened, used, or are otherwise not in their original condition
- Electrical equipment, including drills and LED/UV lamps
- Clearance items
Products that do not come with a manufacturer seal may be considered used once shipped and are not eligible for return or exchange.
Clearance items are final sale and non-refundable.
Exchanges
Eligible items may be replaced if they are received defective, damaged, or incorrect, subject to review.
If you receive a defective, damaged, or incorrect item, please contact sales@nailcompany.com with your order number and details of the issue.
We may request photographs, video, packaging, or other information necessary to verify the issue before approving a replacement or other resolution.
Electrical equipment is subject to the manufacturer's warranty as described below.
Refunds
Once an eligible return is received and inspected, we will notify you regarding the status of your refund.
If approved, refunds are issued to the applicable payment method. Please allow approximately 3–7 business days for processing. Your bank or financial institution may require additional time for the transaction to appear on your account.
Shipping charges are non-refundable unless otherwise determined by Nail Company due to an error on our part.
Fees, Refunds & Cancellations
Returns, cancellations, and returned shipments resulting from customer ordering errors, incorrect or insufficient addresses, refused packages, or other circumstances attributable to the customer may be subject to a 20% fee.
This fee helps cover non-refundable payment processing, handling, fulfillment, and related operational costs incurred in processing the order.
When applicable, the actual outbound shipping cost incurred by Nail Company may also be deducted from the refund, including on orders that originally qualified for free shipping.
Original shipping charges paid by the customer are non-refundable.
The 20% fee does not apply when a return, refund, or cancellation is required solely because of an error made by Nail Company.
Incorrect, Incomplete or Insufficient Addresses
Customers are responsible for providing a complete, accurate, and secure shipping address at checkout, including apartment, suite, unit, or building information when applicable.
If you discover an address error after placing your order, contact us immediately at sales@nailcompany.com.
If your order has not yet entered fulfillment, we will make every reasonable effort to update the address. However, we cannot guarantee that an address can be changed once an order has entered fulfillment or has been transferred to the shipping carrier.
Packages Delivered to an Address Provided by the Customer
If a customer provides an incorrect shipping address and the carrier successfully delivers the package to that address, Nail Company is not responsible for replacing or refunding the order.
This is different from a carrier misdelivery, where available evidence indicates that the carrier delivered the package to a location other than the shipping address provided on the order.
Packages Returned to Nail Company
Packages returned to us because of an incorrect, incomplete, or insufficient address or another customer ordering error may be reshipped once the customer confirms the correct address. Additional shipping and handling charges will apply.
If the order qualified for free shipping, the actual outbound shipping cost originally incurred by Nail Company may be deducted from any applicable refund in addition to applicable fees.
If we do not receive a response from the customer within 7 days after the package is returned to our facility, the order may be canceled and refunded, less applicable fees and shipping costs.
Lost, Missing & Delivered Packages
We understand how concerning it can be when a package cannot be located. The process will depend on whether the package is still in transit, appears to have been lost by the carrier, or has been marked Delivered.
Tracking Shows “Delivered,” but the Package Has Not Been Received
If carrier tracking shows your package as Delivered but you cannot locate it, please first check all possible delivery locations, including your:
- Mailbox
- Front, side, or back doors
- Garage
- Parcel lockers
- Leasing or management office
- Household members
- Neighbors
- Other secure locations where the carrier may have left the package
Please allow 3 business days from the carrier's Delivered scan before a Delivered-but-Missing claim can proceed.
If the package still cannot be located after this period, please contact the appropriate carrier and notify Nail Company.
Delivered-but-Missing packages must be reported to Nail Company within 7 calendar days of the carrier's Delivered scan.
Carrier Proof of Delivery
A carrier's Delivered scan is considered evidence of delivery. However, we understand that carrier misdeliveries can occur.
When reviewing a Delivered-but-Missing package, Nail Company may consider available carrier records, including:
- Tracking information
- Delivery photographs
- Delivery scans
- Signature confirmation
- GPS or geolocation information
- Delivery location information
- Carrier investigation findings
- Other available proof of delivery
If available carrier records indicate that a package may have been delivered to a location different from the shipping address provided on the order, Nail Company will review the matter as a potential carrier misdelivery.
Available GPS, geolocation, photographs, and other carrier information may be used as supporting evidence when determining whether the package was delivered to the correct location.
Confirmed Delivery & Theft After Delivery
When available carrier records reasonably confirm delivery to the shipping address provided with the order, the delivery is considered completed.
Nail Company is not responsible for packages that are lost, misplaced, or stolen after confirmed delivery to the correct address, unless the order is eligible for coverage through Shipping Protection or another applicable protection.
Customers are responsible for providing a secure delivery location.
Carrier Investigations & Claims
Reporting a package as lost, missing, or not received does not automatically qualify an order for a refund or replacement.
Nail Company may require completion of the applicable carrier's investigation or claims process before determining the appropriate resolution.
USPS — Priority Mail & Ground Advantage
For missing USPS packages, customers may be required to Start a USPS Missing Mail Search and retain any case or reference information provided.
USPS insurance claims are subject to USPS eligibility requirements and filing periods. For eligible USPS Priority Mail and Ground Advantage shipments, loss claims generally cannot be filed until 15 days after the original mailing date and must be filed within 60 days of the mailing date.
Please provide any USPS case or reference information to Nail Company upon request.
FedEx Ground
For a FedEx shipment marked Delivered but not received, customers should Report a Missing Package to FedEx and retain any case or reference number provided.
Please provide this information to Nail Company upon request so we can assist with the investigation or claims process when appropriate.
UPS Ground
For UPS shipments requiring a carrier investigation or claim, please contact Nail Company at sales@nailcompany.com so we can initiate or assist with the appropriate UPS process.
Resolution of Lost or Missing Package Claims
Refunds, replacements, and store credits for packages reported lost or missing are not automatically issued.
Nail Company may consider carrier investigation findings, available proof of delivery, the shipping address provided with the order, order and claim history, Shipping Protection status, and other relevant information when reviewing a claim.
When a claim is eligible for resolution, Nail Company may provide an appropriate replacement, refund, or store credit, depending on the circumstances.
Carrier approval of a claim may be considered when determining eligibility for resolution but does not necessarily determine the specific form of resolution provided by Nail Company.
Shipping Protection
Shipping Protection is optional coverage offered at checkout for eligible packages that are damaged, lost, or stolen.
Customers may choose either Protected Checkout or Checkout without protection before completing their purchase.
The cost of Shipping Protection varies based 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 Nail Company's standard carrier investigation and missing-package policies.
High-Value Orders & Signature Confirmation
Signature confirmation may be required for electrical equipment, high-value orders, and orders of $750 or more.
A signature or other carrier-authorized delivery confirmation may be considered evidence of delivery when reviewing a missing-package claim.
Signature confirmation is an additional delivery safeguard and does not guarantee reimbursement or claim approval by a shipping carrier.
Late or Missing Refunds
If you have received confirmation that a refund was issued but have not yet received it, please first check your bank account or original payment method.
Next, contact your credit card company or financial institution. Processing times vary, and it may take additional time before a refund is officially posted.
Some financial institutions may display a refund as an adjustment to the original transaction rather than as a separate transaction.
If you have completed these steps and still cannot locate your refund, please contact sales@nailcompany.com.
Product Warranties
All warranties for products sold by Nail Company Wholesale Supply, Inc. are provided directly by the applicable manufacturer, unless expressly stated otherwise.
Electrical equipment, including drills and LED/UV lamps, is not returnable or exchangeable through our standard return policy.
We are an authorized retailer of the electrical equipment we sell. Please retain your purchase receipt and register eligible products directly with the manufacturer.
Warranty coverage and duration vary by manufacturer. Please refer to the manufacturer's website, warranty card, or product documentation for specific warranty terms and claim procedures.
Unless otherwise stated, customers are responsible for shipping costs associated with manufacturer warranty claims.
Product & Manufacturing Disclaimer
Nail Company Wholesale Supply, Inc. makes reasonable efforts to accurately represent the products offered on our website.
However, manufacturers may change product packaging, components, specifications, formulations, designs, or colors without notice. Actual products may therefore differ from website photographs, literature, or other promotional materials.
Product colors may also appear differently depending on your monitor, mobile device, display settings, lighting, and other factors.
Professional Product Use
Many products sold by Nail Company are intended for professional use.
We strongly recommend appropriate licensing, training, and experience when using professional nail products, chemicals, and electrical equipment.
Always follow the manufacturer's directions, warnings, safety precautions, and intended-use instructions. Nail Company Wholesale Supply, Inc. is not responsible for damage or injury resulting from improper use, misuse, or failure to follow manufacturer instructions.
Shipping Delays & Service Interruptions
Estimated carrier transit times are not guaranteed by Nail Company.
Severe weather, natural disasters, holidays, carrier service interruptions, and other circumstances outside Nail Company's reasonable control may delay delivery.
Shipping refunds are not provided solely because of delays caused by these circumstances.
Contact Us
Questions regarding returns, refunds, cancellations, or shipping claims may be directed to:
Nail Company Wholesale Supply, Inc.
ATTN: Customer Service Dept.
3015 Mobile Hwy
Pensacola, FL 32505
Email: sales@nailcompany.com
Please contact us for authorization and instructions before sending a return to this address.