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 CT 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 or pre-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. Please be sure to check your spam or junk email folder if you did not receive an order confirmation.
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. Additionally, a lot of tracking systems will mark a package as "delivered" a day or two early. Please allow a couple of days for the package to physically arrive. 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.
There is a charge on my credit card, but I did not get an order confirmation or did not complete my order.
Please note that most credit cards and bank accounts will post a pending authorization any time you begin a transaction. These pending authorizations then convert to a purchase if the purchase is completed. If the purchase is not completed (for any reason) the pending authorizations will automatically disappear within approximately 3-10 business days depending on your financial institution. If you see multiple pending authorizations (usually caused by exiting checkout and then returning, or clicking the payment button more than once), the duplicates will disappear and one will convert to a posted purchase. This process is common but differs depending on the payment method. Please contact your card issuer or bank if you have any further questions.
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?
Due to the nature of products we sell. ALL SALES ARE FINAL. If you received a defective item, please contact us via email at email@example.com and include your order number as well as any pictures or video to demonstrate the issue.
Shipping: We ship globally from our warehouse in the USA via various ground and air methods. For certain products we are not allowed to sell to customers in another distributor's exclusive territory. 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 unless you select a DDP (duties paid) option at checkout. This option is not available for all countries and may not cover all taxes or fees imposed by your local government. 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 under our control. 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 firstname.lastname@example.org.
Shipping Time: All packages for in-stock items are normally shipped out 1-3 business days (M-F) after your order is placed. Orders containing backordered goods will be held until all items can be fulfilled (usually 7-14 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 is an estimate of transit time after the order has shipped from our warehouse. We cannot make any guarantees as to the delivery date for your package.
Contacting Us: For the quickest reply, please email us at email@example.com. We are able to respond to most messages within 72 business hours (M-F). Please be sure to include a detailed description of your request as well as your order number.
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 will usually be restocked within the next 1-3 weeks. Restock date estimates are normally posted on the product page. Please note that inventory is sold on a first come first served basis.