FAQ
When will my order ship?
Orders are processed on business days. Processing time is separate from carrier transit time. During promotions, holidays, product launches, or periods of high order volume, processing may take longer. Tracking is emailed after shipment.
Where is my order?
Use the tracking link in your shipping confirmation for the most current information. If tracking shows the package is moving through the carrier's network, continue to monitor the carrier's updates. Carrier delays after shipment are outside the control of Crystal Nails USA.
Tracking says “Delivered,” but I do not have my package. What should I do?
Check your mailbox, parcel locker, delivery area, front desk, household members, neighbors, or building management. Allow a short period after a delivered scan, then contact the carrier directly using your tracking number. Contact Crystal Nails USA only if the carrier confirms there is a delivery issue requiring assistance from the sender.
Can I change or cancel my order?
Please review your order carefully before checkout. We will make a reasonable effort to accommodate a change or cancellation before fulfillment begins, but changes and cancellations are not guaranteed. Once an order has shipped, it cannot be changed or canceled.
I entered the wrong shipping address. Can it be changed?
Contact Customer Care as soon as possible. We will make a reasonable effort to update the address before shipment, but changes cannot be guaranteed once fulfillment begins. Customers are responsible for providing a complete and accurate address at checkout.
Can I return a product because I do not like the color?
An unused and unopened product may qualify for return within 14 days of delivery. Once opened, tested, swatched, or used, a product cannot be returned because of color preference. Colors displayed online may vary because of screen settings, device differences, and lighting.
I do not like the product's consistency. Is it defective?
Not necessarily. Professional Crystal Nails products may intentionally vary in viscosity, pigmentation, coverage, flexibility, self-leveling characteristics, curing requirements, and application technique. Personal preference regarding consistency or application characteristics does not constitute a defect.
Can I open or test a product and then return it?
No. Opened, tested, swatched, applied, or used products are not eligible for return except in the case of a verified product defect or fulfillment error.
I received a wrong item, am missing an item, or received a damaged product. What should I do?
Contact Customer Care within 72 hours of delivery. Include your order number, the item involved, a description, and clear photographs of the product and packaging when applicable. Retain the product and all packaging while the claim is reviewed.
When will an out-of-stock product return?
Restock timing varies. When available, use the Notify Me When Available option on the product page to receive an email when the item returns to stock. Pre-order is offered only when incoming inventory is confirmed.
Do you ship internationally?
Customers outside the United States should purchase through the authorized Crystal Nails distributor serving their country. Find your distributor.
How do I choose the correct product?
Review each product description and intended use carefully before purchasing. Crystal Nails offers professional products designed for different systems, techniques, and applications. Lack of familiarity with an application method or personal preference regarding product characteristics does not constitute a defect.
Still Need Assistance?
Please review Shipping & Delivery and Returns & Refunds before contacting Customer Care. If your issue requires assistance from Crystal Nails USA, email crystalnailsny@gmail.com and include your order number and all relevant information or photographs in your initial message.