frequently asked questions
Check out this document for answers to some of our most frequently asked questions. If you cannot find what you’re looking for, please send an email to email@example.com
Why haven't I received my order? How do I track it?
Please note we aim to process and ship orders within 1-3 business days. Orders are only processed and shipped from 8am-3pm MT M-F. All orders received during weekends or holidays will be processed and shipped in the order it was received starting on the next business day. If your order contains a back-ordered item your order will be held until all items are available. Most orders can be tracked inside your customer account or via your shipping confirmation email. If you ordered a dropship item (which would be noted in the product description or sent to you via email) please note it can take approximately 20+ days for the item to arrive depending on your location.
My order shows as delivered but I haven't received anything.
When your order has shipped, you will receive an email notification containing tracking information for your order. Your tracking information may indicate that your order has been successfully delivered however you do not actually have it. Please make sure to always have your order shipped to a safe location where somebody will be available to receive it. Sometimes the postal service will deliver a package to the wrong location in the same general vicinity, so it’s a good idea to check with any nearby neighbors who may have received your order in error. You should also check around any porch areas where the package could have fallen into. We are not able to put a trace on packages which have been marked as delivered by the shipping company. Please contact your local post office with your tracking number and they should be able to help.
How do I create an account?
Please go to https://www.thenailhub.com/account/register and click on the "create account link" at the bottom of the box. Fill out all of your details and choose a password. Upon completion of your account you will now be able to order, save your shipping information, as well as track current and past orders.
What if I forgot my username/password or I can't access my account?
Please let us know by sending an email to firstname.lastname@example.org and we can reset your password for you.
What is your return policy?
We are happy to accept returns within 30 days of purchase on any unused unopened items. Please send us an email letting us know of your wish to return an item. We will then provide instructions on where and how to send your return. Upon receipt of the returned items and review of their condition we will issue a full refund of the purchase price of the items less a $3.50 restocking fee. Please note that all shipping expenses for returns are your responsibility.
Shipping: We ship globally. But for certain products we are not allowed to sell to customers in another distributor's exclusive territory. If there is no distributor in your country or state we would be more than happy to ship to you. Please CHECK HERE to see if you already have a local distributor. International shipping cost is calculated at checkout based on the size, weight, and distance of your shipment. Please note that all customs, duties, importation, and all other fees and processes related to ordering from a foreign country are your sole responsibility. We are unable to provide guarantees, fake invoices, etc and all shipments are shipped FOB which means once they leave our dock they are no longer our liability. Please email us should you wish to purchase insurance or any other services for your international order. If you are unable to complete shipping to your country, please email us at email@example.com.
International Duties and Fees: The Nail Hub is not responsible for any duties, taxes, or fees associated with importing goods to countries outside the United States. The purchaser is responsible for paying all duties, taxes, and other associated fees for importing their orders.
Postage Rates: First Class post is available for all packages under 1lb, however, please not that First Class post is the lowest level of postage offered for packages and DOES NOT include insurance. Because we have no control over the package once it leaves our docks, in the event your package is lost, stolen, or damaged en route we are not responsible for replacement or refund. Please contact us prior to ordering should you wish to purchase additional insurance at firstname.lastname@example.org
Shipping Time: All packages for in-stock items are shipped out 1-3 days after your order is placed. Orders containing backordered goods will be held until all items can be fulfilled (usually 7-10 business days). In the event we are unable to fulfill a backordered item, The Nail Hub reserves the right to cancel and refund the purchase price of that item. Shipping time does not include transit time. Please note that shipping times listed during checkout are automatic estimates provided by the postal service system. We cannot make any guarantees as to the delivery date for your package and we do not guarantee delivery per the estimates listed by USPS. Please allow a couple extra days when placing an order to ensure your package gets delivered when you need it.
Contacting Us: For the quickest reply, please email us at email@example.com or call us at 1-844-NAILHUB. Messages received in Instagram and Facebook are checked every 2-3 days. If your question is urgent please email and we will reply within 1 business day.
Promoters, Ambassadors, Models: We currently are NOT taking any applications for models, brand ambassadors, or promoters. The best way to support our brand is on social media by tagging us and following us @TheNailHub on IG, Facebook, and Twitter.
Distribution: If you are interested in becoming a distributor for any of our product lines, please contact us at firstname.lastname@example.org.
Sold Out Items: If an item you are looking to purchase is out of stock online, it is totally out of stock. We restock inventory every week. You can backorder the item to have it shipped when it is available or check back again soon. Please note that inventory is sold on a first come first served basis, which means all orders will go towards those individuals which have backordered the item and are on the waitlist first before being added to the site.