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FAQ

Entering an Order

As you browse and search through ProNails.com, you will see a “add to cart” checkbox next to each item you see. There will be a different checkbox for every product we offer. At any time, you can “view cart” and see what you have selected. You can edit or delete any item in the cart. When you have ordered everything you want, press the “check out” button in the shopping cart, and ProNails.com will proceed to the billing and shipping information.

 

Quick Checkout

If you are a registered user and you have logged in to the site with your secure password, press the “Quick Checkout” button. We will use the billing and shipping information on file. When you confirm your selection, the program will give you your order confirmation number, shipping method and estimated delivery date.

 

Changing an Order

Orders are fulfilled at the beginning of each business day, and shipped by the end of the business day. If your order has not shipped, you can stop the processing by using the “edit order” button on the tracking page (see below), or you can call 1-800-436-7830 with your customer number and your order number, and we can adjust your order for you. Note: changes in the order may delay fulfillment and delivery of your products. If your order has already shipped, email or phone our customer service desk (1-800-436-7380) and we will help you resolve the situation.

 

Tracking Orders

If you are a registered user, you will find an “orders in progress” button on your account profile page. Clicking on that button will display your orders starting with the most recent order. You will also be able to refer to and export or print any previous order you have placed on ProNails.com.

 

What is your return policy?

You may return unopened items for any reason within 30 days of the initial order for a refund minus a 20% restocking fee or exchange.

Returned products should be:
1. In good condition, in original packaging with all printed materials, parts and accessories and the UPC Code on the exterior and
2. Received in saleable condition.

Items returned that are opened or damaged by customer will not receive a refund or exchange.
Items that are returned after 30 days of the initial order will not receive a refund or exchange.

Customer must contact Pro Nail Supply, Inc. at (800) 435-7380 for a Return Authorization Number (RMA#) prior to returning any items; items returned without an RMA # will not be accepted for refund or exchange.
We are not responsible for typographical errors. Many items shown may vary slightly in appearance. Please contact customer service if you need further clarification on a particular product.

Items described as FINAL SALE cannot be returned or exchanged.
Shipping charges are refunded only when the product was misshipped, damaged or defective upon arrival.
Some items are subject to Manufacturers Return Policy and Warranty and cannot be returned. These items are, but are not limited to: pedicure spas, furniture, nail brushes, implements, airbrush equipment and parts, facial equipment, salon equipment (sterilizers, towel warmers, gel or UV lights, dryers), air purifier, nail drill machines, books and DVDs.

RETURNS AFTER 30 DAYS Under no circumstance will product(s) returned after 30 days of initial order receive a refund. If a customer return item(s) for refund consideration after 30 days of initial order it will be immediately denied and customer must pay shipping and handling charges to receive said item(s) back.
Please note item(s) must be received by our warehouse within the 30 days from the initial order.

 

EXCHANGES

If you received an item and need to exchange it for a replacement item, you
will be responsible for shipping the item in question back to Pro Nail Supply.
Customer Shipping and handling charges, both to and from our warehouse will be paid by the customer and its non-refundable. Product(s) and packaging must be unopened, undamaged, and returned in the same condition received.

We strongly recommend that you fully insure the package you are returning, we additionally recommend that customers use a “traceable carrier” such as UPS or FedEx that can provide you with “proof of delivery. Item(s) must be returned with 30 days of the initial order; product(s) must be unopened, and undamaged.

 

WARRANTY ITEMS

For warranty information, refer to the information provided with original item packaging. Customer understands that Pro Nail Supply, Inc. is not the manufacturer of the items purchased by Customer hereunder and the only warranties offered are those of the manufacturer, not Pro Nail Supply, Inc. Pro Nail Supply, Inc. and its affiliates hereby expressly disclaim all warranties either expressed or implied, related to products. This disclaimer does not affect the terms of the manufacturer’s warranty, if any.

 

I forgot my username or password, how can I get a new one?

On the login page, you will find a “forgot username/password” link. You will need to verify your identity, and we will email a link to reset your information.

 

What do I do if there is a missing item, or an item I did not request, in my order?

Pro Nail Supply wants to know as soon as possible. Please call the customer service desk (1-800-436-7380) with your order number and we will resolve the situation.

 

How does your shipping work?

All items ship the first business day after we receive your order. Most items are shipped UPS. You can choose expedited shipping at additional cost. Large salon equipment orders may require freight shipping. Your order confirmation email will include a tracking number and link to the appropriate shipping vendor where you can track its progress toward your salon.

Shipping Charges:
• All orders are subject to shipping costs. We will choose the best and most cost effective way to ship your products.
• If you wish to be contacted with the total of your order prior to shipping you MUST make the request in the comments box during the checkout process.
• UPS is used whenever possible. However, should your order exceed UPS size or weight limits, “Truck Delivery” will be selected to speed delivery to you.
• For truck delivery on items that require extra shipping and handling charges, drivers will usually only provide tailgate delivery (the driver will bring the merchandise to the tailgate of the truck, but won’t assist you in bringing the merchandise inside)
• Furniture shipments are a lot bulkier and take longer to deliver than you would normally expect
• We also offer specialized freight delivery services. If you request these services, you’ll receive more information about these special deliveries and their charges before your order is shipped. If your order requires extra shipping and handling charges, a Pro Nail Supply Representative will call you to confirm the charges.

 

What is your warranty policy?

All of our supply products carry warranties on their packaging.

 

What do I do if there is concealed damage or something wrong with the merchandise I ordered?

Pro Nails stands behind every product we sell. If there’s a defect or shipping damage that could not be detected from the outside of the package, call our customer service desk (1-800-436-7380) and we will make it right. If there is visible damage to any parcel we ship to you, refuse the shipment, and the shipper will return the box to us.