Please use the steps below to resolve common delivery and order concerns before contacting Customer Care. When Crystal Nails USA needs to act, send all requested information in your first email so we can review the issue efficiently.

Tracking Has Not Updated

A shipping label may be created before the carrier records its first scan. Please allow time for tracking to update and continue monitoring the tracking link in your shipping confirmation.

If tracking shows that the package is still moving through the carrier's network, please contact the carrier directly for the most current information. Carrier delays after shipment are outside the control of Crystal Nails USA and do not automatically qualify an order for cancellation or refund.

Package Marked Delivered

If tracking shows Delivered but the package cannot be located, check the delivery area, mailbox, parcel locker, front desk, household members, neighbors, building management, or reception desk where applicable.

Please allow a short period of time after the delivery scan, then contact the carrier using your tracking number. Contact Crystal Nails USA only if the carrier confirms there is a delivery issue requiring assistance from the sender.

Incorrect, Missing, Damaged, or Suspected Defective Items

Report an incorrect, missing, damaged, or suspected defective item within 72 hours of delivery.

Email crystalnailsny@gmail.com and include:

• Your order number
• The item involved and a clear description of the issue
• Clear photographs of the product, product packaging, shipping packaging, and packing materials when applicable
• Video or product identification or batch information if requested

Keep the product and all packaging while the claim is under review. Do not discard the item before receiving instructions.

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

Wrong Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout. If you notice an error, contact Customer Care immediately. We will make a reasonable effort to correct the address before shipment, but changes cannot be guaranteed once fulfillment begins.

Order Changes & Cancellations

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

Professional Product Notice

Crystal Nails products are professional-use products developed for different techniques and applications. Products may intentionally vary in viscosity, pigmentation, coverage, flexibility, self-leveling characteristics, curing requirements, and application method.

Personal preference regarding color, consistency, viscosity, coverage, or application characteristics is not a product defect. Opening, testing, swatching, applying, or using a product to decide whether you like it makes it ineligible for return except in the case of a verified defect or Crystal Nails USA fulfillment error.

Please review the product description and intended use before purchasing and consult our Returns & Refunds policy for complete eligibility rules.