Shipping policy
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Processing Time
All orders are carefully prepared and packaged before shipment.
Ready-to-ship orders: Please allow [1–3 business days] for processing.
Business days are Monday through Friday, excluding holidays.
Please note that processing time is separate from shipping/transit time. Your shipping timeframe begins once your order has been dispatched.
2. Shipping Rates and Delivery Estimate
Shipping charges for your order will be calculated and displayed at checkout.
Estimated transit times are:
| Destination | Estimated Shipping Time |
|---|---|
| Canada | [2–7 business days] |
| United States | [3–10 business days] |
| International | [7–21 business days] |
These are estimates and are not guaranteed delivery dates. Actual delivery times may vary due to postal delays, weather, customs processing, holidays, or other circumstances outside our control.
3. Shipment Confirmation and Order Tracking
Once your order has been shipped, you will receive a shipping confirmation email containing your tracking information, when tracking is available.
Please allow 24–48 hours for tracking information to update after your order has been dispatched.
If your tracking shows that your package has been delivered but you cannot locate it, please check with household members, neighbors, and your local post office or delivery carrier before contacting us.
4. Incorrect or Incomplete Shipping Address
Customers are responsible for providing an accurate and complete shipping address at checkout.
Please contact us as soon as possible if you notice an error in your shipping address. We will do our best to update the address before your order is shipped, but we cannot guarantee that changes can be made after an order has entered processing.
If an order is returned to us because of an incorrect or incomplete address, additional shipping charges may apply to reship the package.
5. Lost, Stolen, or Delay Packages
Once an order has been shipped and handed over to the carrier, delivery is the responsibility of the shipping carrier.
If your package is delayed, lost, or marked as delivered but cannot be located, please contact the carrier directly using your tracking number.
We will be happy to assist with providing available shipment information, but we cannot guarantee replacement or refunds for packages that are confirmed as delivered by the carrier.
For packages that appear to be lost in transit, please contact us at Customer Service Email: hellophoebenails@gmail.com so we can determine the appropriate next steps.
6. Damage Packages
We carefully package all orders to help protect your press-on nails during transit.
If your order arrives damaged, please contact us within [48 hours] of delivery at Customer Service Email: hellophoebenails@gmail.com and include:
- Your order number
- Photos of the packaging
- Photos of the damaged products
- A recording video
We will review the issue and determine the appropriate resolution.
7. International Orders
International customers are responsible for any customs duties, import taxes, brokerage fees, or other charges imposed by their country.
These fees are not included in the product or shipping price unless specifically stated at checkout.
Customs processing times can vary and may result in delivery delays that are outside of our control.
8. Shipping Delays
While we work hard to ship orders promptly, we are not responsible for delays caused by circumstances beyond our control, including:
- Severe weather
- Postal or courier delays
- Holidays and peak shipping periods
- Customs delays
- Incorrect addresses
- Carrier service interruptions
- Other unforeseen circumstances
We appreciate your patience if your package takes longer than the estimated delivery timeframe.
9. Multiple Items in One Order
If your order contains multiple products, we generally aim to ship them together. However, orders may occasionally be shipped separately depending on product availability or fulfillment requirements.
If your order is shipped in multiple packages, you may receive separate tracking information.
10. Question About Your Order
If you have questions regarding your shipment, please contact us at:
Email: hellophoebenails@gmail.com
Shop: PHOEBE NAILS
Business Hours: 6:00 AM - 9:00 PM
Please include your order number when contacting us so we can assist you as quickly as possible.
By placing an order with PHOEBE NAILS, you acknowledge and agree to the terms outlined in this Shipping Policy.