FAQS

Shipping

Within Canada

Orders will be dispatched the same day if placed before 11am PST, a tracking number will be provided for your shipment. Due to larger volumes of mail being processed by Canada Post you may not receive a tracking number for up to one week after we’ve sent the package from our facility, this is normal. 

Due to covid, packages generally take anywhere from a few business days to a month to reach its destination because of Canada Post delays.  All orders over $150 will receive complimentary standard shipping using code: FREESHIP at checkout. Please select express shipping options if you need your items sooner but please note your package may not be delivered by the estimated delivery date. 

GUARANTEED DELIVERY DATES

As we’re currently in a pandemic we cannot guarantee any delivery dates at this time. Delays during this time are normal, if you want to enquire about your package please call Canada Post’s customer service line. 

International

Orders will ship from Vancouver within 1 - 3 business days Via Canada Post. Due to higher volumes of mail being processed by Canada Post you may not receive tracking updates right away and these delays are normal. We have no additional information for you until the package starts moving towards its destination. 

All orders over $750 will receive free international shipping with code: NAILMAILWORLDWIDE . Please note free international shipping does not include a signature upon delivery and only applies to shipping rates under $125 CAD. If you're looking for tracking & signature upon delivery please choose "Canada Post Xpresspost International" as this is the only option that currently offers that. Nail Mail Supply Co will not be held responsible for packages that go missing or that get delivered but are not received by the customer. Please use code: NAILMAILINTERNATIONAL10 for 10% off any international order if you choose to pay for Xpresspost International shipping. 

Most of our orders reach their destination within 2 weeks, however due to covid & depending on the customs at the country of destination, it may take up to 30 business days or more. Once the package leaves our facility we cannot guarantee a delivery date.

In addition, please note that Nail Mail Supply Co. will not be responsible for any additional customs fees that the receiver's countries customs may charge. 

All orders, including ones with expedited shipping, have a 1-3 business day(s) processing time in addition to the estimated delivery time. Please note that we do not ship on weekends and holidays.

While we will do all we can to ensure your order is delivered on time, Nail Mail Supply Co. cannot be held responsible for conditions beyond our control such as severe weather, customs and border issues (for international shipments), service interruptions, mail delays due to covid etc.

LOST/STOLEN/INCORRECT ADDRESSES 

We are not responsible for lost, stolen or packages shipped to the wrong address. At checkout,please be sure to use the correct shipping address. Please note we can only change shipping addresses before they have shipped. Once you have received your shipping confirmation email, we can no longer change your address and the expense of return shipping label/redirect is on the buyer. If Canada Post (or your local courier/shipping company if you’re an international customer) is unable to deliver, please contact your local postal service to arrange to pick up or reschedule delivery. If the package is stolen, please contact Canada Post to file a claim. In addition to this if you do need our assistance in filing a claim please email hello@nailmail.ca

We are not responsible for packages shipped to the incorrect address entered by the customer. This includes not putting in the correct unit or buzzer number. If the address entered is incorrect and the package has left our facility, it is suggested to contact your local Canada Post office, call their customer service line or visit www.canadapost.ca . We will not re-ship an order due to an incorrect address entered by the customer. 

TRACKING ERRORS

If you receive any notes on your tracking from Canada Post for ex: “ Muli Pin” or “Delivery Delays” please call Canada Post before emailing Nail Mail Supply Co. As the shipping company they’ll be able to assist you with this as we have no additional information. 

PACKAGE REFUSALS

Refusal of packages does not result in a refund or replacement as the package will be considered abandoned by the courier. Please note that incomplete or incorrect shipping addresses may result in your parcel being returned or abandoned. Any return shipping fees or loss of item is to be covered by the customer if this occurs.

RETURNS/REFUNDS/EXCHANGES 

RETURNS 

At this time we do not accept any returns unless item(s) are damaged. All sales final. 

TO EXCHANGE AN ITEM(S): Exchanges will only be accepted on unopened unused items bought within 30 days from purchasing.

1. Please email us at hello@nailmail.ca with order number, photo of item(s) wanting to exchange and what you’d like to replace your current item(s) with. Please ensure the value of the exchange is the same as the item you’re wanting to exchange including taxes and or a discount if applicable. 

2. Include if you’d like to do local pick up or if you need a shipping slip please let us know. Shipping label costs to be covered by the buyer. 

3. If doing local pick up we will put the items aside for you prior to your arrival. We will quality check the item(s) being brought back before we give the replacement(s) 

4. If the item(s) need to be shipped, we’ll pack them up once the exchanged item(s) have arrived at our facility and are quality checked. 

FOR DEFECTIVE ITEM(S):

1. Please email us at hello@nailmail.ca

2. Include a picture of the defective item in your email with the order number. 

3. If we have the item in stock we will send you a replacement. If we are out of stock we will credit you the full amount with a personalized code to use at your discretion.

LOCAL PICKUP/HOLD TIME/STORAGE FEES

LOCAL PICKUP 

We are currently moving locations and will not be offering local pickups until late fall/ early winter 2021

HOLD TIME/STORAGE FEES