For the fastest assistance, please review these answers and our Customer Care policies before contacting Crystal Nails USA.

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.

Once your order ships, tracking information will be sent to the email address provided at checkout.

Where is my order?

Use the tracking link in your shipping confirmation for the most current information. If tracking shows that the package is moving through the carrier's network, continue monitoring it and contact the carrier directly if necessary. 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, building management, or reception desk where applicable. Allow a short period of time after the delivery scan, then contact the shipping carrier 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?

Review your order carefully before checkout. We will make a reasonable effort to accommodate changes before fulfillment, but changes or cancellations cannot be guaranteed once processing has begun. Once an order has shipped, it cannot be canceled.

I entered the wrong shipping address. Can it be changed?

Email 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 shipping 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 under our Returns & Refunds policy.

Once a product has been opened, tested, swatched, applied, or used, it cannot be returned because of color preference. Online colors may vary depending on screen settings, device differences, and lighting.

I do not like the consistency. Is the product defective?

Not necessarily. Crystal Nails professional products are designed for different applications and 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 product defect. If you believe there is an actual manufacturing defect, follow the procedure in our Returns & Refunds policy.

Can I open or test a product and then return it?

No. Products that have been opened, tested, swatched, applied, or used are not eligible for return except in the case of a verified product defect or Crystal Nails USA fulfillment error.

I received the wrong product or my order is missing an item. What should I do?

Email Customer Care within 72 hours of delivery. Include your order number, the item involved, and clear photographs of the products and packaging when applicable.

My product arrived damaged. What should I do?

Report damaged or suspected defective products within 72 hours of delivery. Retain the product, shipping packaging, and product packaging and provide clear photographs showing the issue. Do not discard the product while the claim is being reviewed.

Minor cosmetic damage to exterior packaging that does not affect the safety, integrity, or functionality of the product is not considered product damage.

When will an out-of-stock product be available again?

Restock timing varies by product. When available, use the Notify Me When Available option on the product page to receive an email when the item returns to stock.

Preorder will be offered only for products with confirmed incoming inventory. Products that are discontinued or not expected to return will remain unavailable.

Do you ship internationally?

Customers outside the United States should purchase through the authorized Crystal Nails distributor serving their country.

Find Your Crystal Nails Distributor

How do I choose the correct product?

Review the product description, intended use, characteristics, and application information carefully before purchasing. Crystal Nails offers professional products designed for different techniques and applications.

Still Need Assistance?

Please review our Shipping & Delivery, Returns & Refunds, and Order Issues pages 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.