Shipping Policy

I. Our Commitment to Efficient & Reliable Delivery

At NEUNAIL LLC, we understand that receiving your professional nail supplies promptly and in perfect condition is crucial to your business and creativity. Our shipping policy is designed with clarity, reliability, and customer satisfaction at its core. We have partnered with leading global and domestic carriers to construct a robust logistics network that ensures your order moves from our fulfillment center to your doorstep as swiftly and safely as possible. This document outlines our standard procedures, shipping options, delivery timelines, and important information regarding international orders and potential shipping complications. Our goal is to set accurate expectations and provide you with the tools and knowledge to track and manage your delivery seamlessly. We invest significant resources into optimizing our packing and shipping processes because we believe the delivery experience is a fundamental part of the trust you place in us.

II. Order Processing, Fulfillment & Cut-off Times

A. Order Processing

Once your order is placed and payment is authorized, it enters our fulfillment queue. Our standard order processing time is 1-2 business days (Monday through Friday, excluding U.S. federal holidays). During this time, our warehouse team meticulously picks, packs, and prepares your order for shipment. We conduct quality checks to ensure accuracy and that products are in perfect condition.

Important Notes on Processing:

  • Order Verification: For first-time orders, large orders, or those with certain risk indicators, our system may flag an order for additional verification to prevent fraud. This can add up to 24 business hours to the processing time. We appreciate your patience as we work to protect all our customers.

  • Item Availability: The vast majority of items on our site are in stock and ready to ship. If an unexpected stock issue arises with an item in your order, our customer service team will contact you immediately via email with options (e.g., partial shipment, substitution if available, or cancellation/refund for that item).

B. Order Cut-off Times for Same-Day Processing

To have your order processed and handed off to the carrier on the same business day, it must be placed and paid for by 12:00 PM (Noon) Mountain Standard Time (MST). Orders placed after this cut-off or on weekends/holidays will be processed on the next business day.

C. Shipping & Delivery Timelines Defined

It is critical to distinguish between these two phases:

  • Processing Time: The time from order placement until the package is handed to the carrier (1-2 business days).

  • Transit Time: The time the carrier takes to deliver the package from our facility to your address. This begins once the carrier scans the package and provides a tracking number.

The estimated delivery dates provided at checkout and in your confirmation email account for both processing and transit time.

III. Domestic Shipping (Within the United States)

We ship to all 50 U.S. states, Puerto Rico, APO/FPO/DPO addresses, and U.S. territories.

A. Available Shipping Methods & Carriers

We utilize a combination of carriers, including USPS (United States Postal Service), UPS, and FedEx, to offer the best balance of speed and cost. The options presented to you at checkout are dynamically calculated based on your delivery address, order weight/dimensions, and real-time carrier rates.

Typical Domestic Services Offered:

  1. Standard Ground Shipping (Economy):

    • Carrier: USPS Priority Mail or UPS/FedEx Ground.

    • Estimated Transit Time: 3-7 business days.

    • Best For: Non-urgent orders, cost-conscious customers.

  2. Expedited Shipping (2-3 Business Days):

    • Carrier: USPS Priority Mail Express, UPS 2nd Day Air, or FedEx 2Day.

    • Estimated Transit Time: 2-3 business days.

    • Best For: When you need your supplies quickly.

  3. Express Shipping (Next Day/1 Business Day):

    • Carrier: UPS Next Day Air, FedEx Overnight.

    • Estimated Transit Time: 1 business day (if ordered by cut-off).

    • Best For: Emergency or urgent professional needs.

Note: Delivery to remote, rural, or Hawaii/Alaska addresses may require additional transit days, even for expedited services. The estimates provided at checkout are the most accurate.

B. Shipping Costs

Shipping costs are calculated in real-time based on the package’s destination, weight, dimensions, and the selected service level. You will see the exact cost before finalizing your purchase. We periodically offer free standard shipping promotions on domestic orders over a specified amount, which will be prominently advertised on our site.

C. Tracking Your Domestic Order

As soon as your order is scanned by the carrier, you will receive a shipping confirmation email containing your tracking number and a direct link to the carrier’s tracking page. You can also find this information by logging into your NEUNAIL account.

IV. International Shipping

We are committed to serving the global community of nail professionals. Shipping internationally involves more complexity, and we aim to be fully transparent about the process.

A. Available Destinations & Carriers

We ship to most countries worldwide. At checkout, you can select your country to see available shipping methods and costs. We primarily use USPS First Class International Package Service (for smaller, lower-value packages) and USPS Priority Mail International or UPS Worldwide / FedEx International for larger or expedited shipments.

B. Shipping Costs & Estimated Delivery Times

  • Costs: International shipping costs are calculated at checkout based on destination, weight, and declared value. These costs cover postage and carrier fees only.

  • Delivery Estimates:

    • Economy International: 10-21 business days.

    • Priority/Expedited International: 7-14 business days.

    • Express International: 3-7 business days.
      These are estimates only. Actual delivery times can vary due to customs processing, local postal efficiency, weather, and holidays.

C. Customs, Duties, Taxes & Import Regulations – A Critical Note

NEUNAIL LLC IS NOT RESPONSIBLE FOR ANY CUSTOMS DUTIES, IMPORT TAXES, VALUE-ADDED TAX (VAT), GOODS AND SERVICES TAX (GST), OR BROKERAGE FEES CHARGED BY THE DESTINATION COUNTRY.

  • The recipient (you) is solely responsible for all such charges.

  • These fees are not collected by NEUNAIL and will not appear on our invoice. They are typically collected by the delivering carrier or local customs authority when the package arrives in your country.

  • Customs Declarations: We are legally required to accurately declare the contents and value of all international shipments on customs forms. We cannot underdeclare values or mark packages as “gifts” to avoid fees, as this is illegal.

  • Restricted Items: It is your responsibility to check your country’s import regulations regarding professional tools and beauty products before ordering. NEUNAIL cannot be held liable if a shipment is seized, rejected, or destroyed by your country’s customs due to non-compliance with local laws. We will not provide refunds for orders lost or confiscated by customs.

V. Order Tracking & Delivery Management

A. Understanding Tracking Updates

  • “Label Created” / “Pre-Shipment Info Sent”: We have generated the shipping label. The carrier has not yet received the physical package.

  • “Picked Up” / “Accepted” / “Origin Scan”: The carrier has collected the package from our facility. Transit time officially begins.

  • In-Transit Updates: Scans at sorting facilities along the route.

  • “Out for Delivery”: The package is on the delivery vehicle for final delivery that day.

  • “Delivered”: The carrier has recorded delivery at the address.

B. What to Do Upon Delivery

  • Inspect Immediately: Please inspect your package for any visible signs of damage or tampering upon receipt. If the box is severely damaged, you may note this when signing for it (if required).

  • Report Problems Quickly: If items are missing or damaged, contact our customer service within 48 hours of delivery with your order number and photos of the package and damaged items. This allows us to file a timely claim with the carrier and resolve your issue.

C. Failed Delivery Attempts & Address Corrections

  • Carriers will typically attempt delivery 1-3 times. They will leave a notification. It is your responsibility to follow the carrier’s instructions on the notice to arrange redelivery or pickup from a local depot.

  • Address Accuracy: You are responsible for providing the correct, complete shipping address. If a package is returned to us due to an incorrect/insufficient address provided by you, we will contact you. Reshipment will require a new payment for shipping. If the package is lost due to address error, we are not liable.

VI. Special Shipping Circumstances

A. Multiple Item Orders & Partial Shipments

We strive to ship all items in your order together. However, if some items are on pre-order or experience a temporary stock delay, we may ship available items immediately to get you what we can, as soon as we can. You will not be charged additional shipping for partial shipments.

B. Shipping to PO Boxes, APO/FPO/DPO Addresses

  • PO Boxes: We can ship via USPS services to PO Boxes.

  • APO/FPO/DPO: We proudly ship to U.S. military addresses worldwide using USPS Military Mail. Please allow for significantly longer transit times. These shipments are treated as domestic for pricing but have international-like delivery timelines.

C. Signature Requirements

For high-value orders, we may automatically require an Adult Signature upon Delivery for security. You will see this note in your shipping confirmation.

VII. Lost, Stolen, or Damaged Shipments

A. Lost in Transit

If your tracking shows no movement for more than 7 business days (domestic) or 15 business days (international) past the estimated delivery date, please contact us. We will initiate a trace with the carrier. If the carrier confirms the package is lost, we will either reship your items at no cost or issue a full refund.

B. Damaged in Transit

If your package arrives damaged, please:

  1. Take clear photographs of the external shipping box (showing damage) and the internal contents.

  2. Contact us within 48 hours of delivery with the photos and your order number.
    We will guide you through the next steps, which may involve filing a carrier claim and sending a replacement.

C. Stolen or Missing After “Delivered” Status

Once a carrier scans a package as “Delivered,” liability transfers to the recipient. We recommend:

  1. Checking with neighbors, building managers, and other household members.

  2. Checking all possible delivery locations (porch, garage, side door, etc.).

  3. Contacting your local post office or carrier depot with the tracking number for more precise GPS delivery coordinates (if available).
    We will provide all available shipment data to assist you, but we cannot issue refunds or replacements for packages marked as delivered.

VIII. Policy Updates & Contact Information

We reserve the right to update this shipping policy at any time to reflect changes in our logistics partnerships, carrier services, or costs. The policy in effect at the time of your order will govern that shipment.

For any shipping-related questions not covered here, please contact our Customer Support team:

  • Email: neunailart@gmail.com

  • Phone: +12762635013 (M-F, 9am-6pm MST)

  • Contact Form: Via the “Contact Us” page on our website.

Thank you for choosing NEUNAIL LLC. We appreciate your business and are dedicated to ensuring your products arrive safely and on time, so you can focus on what you do best—creating beautiful nail art and providing exceptional service.