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FAQ - Frequently Asked Questions

Brand

What can you tell me about NAIL Addict? 

NAIL Addict gel polish is the healthiest, long-lasting formula in the market. 

All our products are created with love and passion at our HQ in Los Angeles, California. 

 

What do you offer? 

Vegan, 9-Free & Cruelty-Free gels that can be worn in a way that works for you at all times, whatever the weather and whatever the occasion.

All our products deliver striking colors and weightless full coverage with just 1 coat, transforming nail care into an empowering experience. 

 

I'm a Nail Artist - how can I request products for my kit?

We would love to connect and consider working with you.

Email us at help@nailaddict.com

 

I’m a blogger and want to review your products — how can I request samples?

We would love to connect and consider working with you.

Email us at bianca@nailaddict.com

 

Products 

 

Are your products Cruelty-Free?

Yes! All the products at NAIL Addict are Cruelty-Free. 

We testify that our products are NEVER tested on animals!

 

What does it mean your products are Vegan?

Our gels are 100% Vegan because there are no animal-derived ingredients present in the formulation of our gel polishes. 

 

What does it mean your products are 9-free? 

We recently improved our formula to remove 9 high toxic chemicals from it.

All our gel polishes are made without nine of the sketchiest ingredients linked to toxicity. 

So safer for your nails...and for YOU!

That means they're free of formaldehyde, toluene, DBP, formaldehyde resin, camphor, xylene, ethyl tosylamide, parabens, and acetone too.

 

Do I need to use a base and top coat? 

Of course, you do!

Here are some reasons why you should:

A top coat gel (along with a good base gel coat) can help prevent chipping of your manicure, will protect your nails from dust and other small particles and will make your manicure last longer.

curing time: 2 minutes by UV Lamp, 30 sec by LED.

We recommend you to always use a base coat not only for a better application, but also for your nail’s protection.

Why? Because the base coat provides a clear and protective layer between your nails and the pigment of the polish. Not to mention, the base coat also makes your nail manicure last longer.

curing time: 2 minutes by UV Lamp, 30 sec by LED.

 

Can I use NAIL Addict color with the base or top coat from another brand?

Usually, the base and the top coat are created with a unique formula that is compatible with the gel polish colors that NAIL Addict created.

Please keep in mind that that our nail polishes are 9-free, so the results may not be assured if you choose to use a base and a top coat from a different brand, especially if that brand is not cruelty-free.

 

Do you need a UV or LED light to cure my gel?

Gel nail polishes are formulated to harden when exposed to different sources and types of light. The UV light is the mostly invisible form of light that is present in sunlight, tanning lamps, and nail-polish lamps. The LED light is a light source that is visible. 

A LED lamp will speed up the curing process and usually takes 30 seconds to harden polish, while an UV lamp will take up to 2 minutes to cure your nails.

Also, the LED lamps use less energy and are eco-friendlier than the UV lamps.

If you take a look on our website, you’ll see we personally use and recommend LED lamps only.

 

How do I remove gel polish?

NAIL Addicts’ gels are super simple to remove!

All you need is acetone, cotton pads and a little bit of aluminium foil.

Pour a little quantity of acetone on one cotton pad, then place the pad on your nail and cover it completely with a small piece of aluminium foil, to help keep the pad on place.

Leave it soaking for about 5 to 10 minutes, after which you scrape the gel off with a wood orange stick.Buff the nails afterwards to get rid of any excess there might be left and hydrate them afterwards with a hand moisturizer.

 

Why do nails look white or dry after removing polish?

Having your nails a little dry or white-looking after removing nail polish is a very common thing.

One of the reasons this happens is because of the alcohol we find in the chemical mix of acetone and any other polish remover with nail polish.

The other reason why the ”white look” might happen is because sometimes the keratin molecules on the nails get dehydrated due to either excessive usage of removal products, cleaning products or in some cases for keeping the nail polish on too long.

The ideal solution in this case is to moisturise your hands and nails as often as possible and to let them breathe from time to time.

 

How long should I wait to apply my top coat after painting my nails?

You can apply the Top Coat right after you have dried the gel color layer, under a LED or UV lamp.

 

Are your colors hypoallergenic?

Our gels are plant based and 9-free, which means they lack the riskiest chemical ingredients for your nails. 

 

Help, I cannot find what I am looking for. Do you discontinue products? 

It might happen from time to time that a product have been discontinued.

NAIL Addict launches new and cutting-edge products every months according to the seasonality. Consequently, some products might be discontinued to make place for new, must-have products.

If you have any questions about a discontinued product, please contact Customer Service by email at help@nailaddict.com and we will recommend you a similar product to order.

 

What’s the lifetime of a bottle after opening? 

  • Opened bottles, after about two years. Our formula is set to resist between 12 to 24 months after opening in order to get the best out of our gels.

  • Unopened, they can last indefinitely. Once a bottle is opened, however, some ingredients might evaporate. To thin the polish and make it last longer, add a few drops of nail-lacquer thinner.

We highly recommend keeping it in a room where there are low or no humidity at all, far from light and constant temperature.

 

Can I keep my gel polish in the fridge?

It is not recommended to store polish in the refrigerator because it can cause it to thicken (unlike nail polishes).

Once taken out of the cold, it could take quite a while to warm up to room temperature.

Our exceptional formulas have improved the shelf life of gel polish.

 

How to store my gels?

Here are 5 quick and simple ways to maintain and preserve your collection of gels NAIL Addict at home or in your salon.

1. Keep it cool

Keep your NAIL Addict gels in a cool, dark and dry place. Keeping your gels cool helps the formula last longer, while keeping them in a place with a hot temperature (i.e. direct heat and sunlight) can cause the formula to separate and get clumpy, altering the thickness and color, and ruining the quality of gel nails.

2. Clean the neck

Before closing the bottle of gel polish, wipe the neck of the bottle with a cotton ball drenched in nail polish remover containing acetone to remove excess nail polish, then close the bottle straight after. This makes the bottle easier to close and prevents air from getting trapped inside it. Air dries out nail polish and this ruins the quality.

3. Keep the bottles upright

Keeping gel nail polish bottles upright instead of lying them down stops the polishes from drying out, maintaining the quality of gel nails after application.

4. Don't shake

Before you apply gel nail polish, shake gently but not too much.

Shaking gel nail varnish vigorously can create bubbles, leading to uneven application.

5. Design and implement appropriate and protective storage

Add a storage unit to keep gel nail polishes upright and well preserved, and to make it easier to pick out shades.

You could add a nail polish wall rack or a shelving unit. Implement in a cool and dark place, and away from direct heat and sunlight.

 

Orders

How much time does it take to process an order?

If you just placed an order on our website, you will receive an order confirmation email that will be sent to the email address provided during order placement.

The order confirmation email includes the order number and all your order details.

A shipment confirmation email is sent once the order ships from our fulfilment center. The shipment confirmation email includes the shipping tracking number and all your order details.

Orders placed before 3:00PM EST will be shipped in 2 working days (not counting holidays and weekends).

Do note that orders placed after 3:00 PM EST are treated as placed on the next day;

Packages are shipped with a courier within 1-2 business days in the U.S and 3-5 business days abroad. 

If you want to receive more information about your package, please contact our Customer Care department by writing an email to help@nailaddict.com

 

How can I track my order? 

Once your order has been shipped, you will receive an automated email with your tracking information. 

You can also verify this information by visiting our website and logging into your account to view your order details.

If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us.

In some rare case, the tracking information may not update under your account, but you will still receive your order.

Do note that we are always here to help you and we will do all we can to ensure your order is delivered on time. 

If you have any question(s) or concern(s), please send us an email at help@nailaddict.com and we will get back to you as fast as we can.

Please note that NAIL Addict is not responsible for the package after the tracking information shows it was successfully delivered to destination. If for some reason you did not receive it, we advise you to contact the shipping carrier for clarification

Delivery times depend on your location and the shipping method you choose.

Orders placed during promotional sales may experience slight delays.

NAIL Addict cannot be held responsible for conditions beyond our control such as severe weather, service interruptions, US Holidays, etc.

 

 

 

How can I change / cancel an order? 

Within the hour following your order, we will do our best to assist you proceeding with any changes to your order. 

Any request shall immediately be addressed to our Customer Service by email at help@nailaddict.com to cancel or change an order that is in "fulfillment" status.

After this time frame, once your order reached the "open" status, we can't guarantee any changes to your orders. 

We regret that we are unable to cancel an order that is in Processing status.

For security purposes, we are unable to re-direct a shipped parcel to a secondary shipping address. Only you, as the final receiver, can contact the shipper and try to change the address.

If a shipper is unable to complete delivery to the original shipping address provided, the parcel will be returned to the fulfillment center and processed as a return (additional fees may apply).

 

I haven’t received an order confirmation email; what should I do? 

When you place an order on the website, you will receive an order confirmation e-mail, which will be sent to the e-mail address specified during the purchasing process. This e-mail will also contain your order number.

If you are having trouble finding our e-mail in your inbox, please check your SPAM folder.

If you have placed an order as a registered user, you can also view your order details by logging in to your account. 

 

 

 

I have received an order with an incorrect / missing product; what should I do? 

If you believe that you have received a product in error or have not received a product ordered, please write to our Customer Care department by writing an email at help@nailaddict.com. 

One of our operators will contact you shortly to help you find the best solution.

 

I have a coupon code. How do I apply it?

Your coupon code can be applied in the cart page after selecting your way to shop.

 

How do I return my order?

We are sorry to hear that you are unsatisfied with the product. 

Please see our "Exchanges & return Policy" by clicking on this link and follow all the steps described there.

Return Policy for any product bought on the website: Just ship it back within 30 days following your purchase, we will either reimburse you or offer you store credit!

For any questions, please feel free to reach us at help@nailaddict.com

 

Did you receive my return?

We usually send you an email as soon as we have received your exchange.

If you are not sure, feel free to email us and ask if we have received it at help@nailaddict.com

 

What is your returns policy?

Please see this page to read about our return policy.

 

How long will it take to process a return?

Usually, it takes between 1-3 business days to proceed with your request upon receipt of your parcel.

 

I did not receive my order. Who do I need to contact?

Once your order has been shipped, NAIL Addict is not responsible for the package after the tracking information shows that it was successfully shipped or delivered to its destination. 

If for some reason you did not receive it, we advise you to contact the shipping carrier for clarification first.

Free Courier Phone Numbers:

  • USPS: Call 1.800.ASK.USPS (+1(800)275-8777) Press 6 and then 4 for Customer Service

Do note that we are always here to help you.

If you have any question(s) or concern(s), please send us an email at help@nailaddict.com and we will get back to you as fast as we can.

 

Shipping & Handling

Do you offer Free Shipping?

Yes! 

NAIL Addict offers free local and international standard shipping on all orders over $100.00.

 

Do you deliver to PO box addresses?

Unfortunately, we can't deliver packages to post office (PO) boxes.

We encourage all deliveries to be made to a physical address so that packages can be tracked and properly delivered.

 

How long does shipping take in the US?

   Shipping in the US depends on the carrier you choose at checkout.

  • “Regular shipping” at checkout, your package will be delivered between 1-7 business days*.

*business days - We ship Monday through Friday with no interruption, excluding weekends and holidays. You will receive your tracking number as soon as your order has shipped.

 

Do you deliver overseas?

For now, NAIL Addict only ships to Canada.

*business days - We ship Monday through Friday with no interruption, excluding weekends and holidays. You will receive your tracking number as soon as your order has shipped.

The tracking service for my shipment is not working properly, what can I do? 

If you encounter a problem when attempting to track your shipment, please be aware that the lack of information may be due to one of the following reasons: 

  • a delay in the updating of tracking information. Sometimes, an intermediary courier is used in the initial shipping phase, meaning that the tracking information is not available on the website

  • the shipping method does not enable tracking

If the expected delivery date for your order has elapsed and the order details page does not display any tracking updates, we recommend waiting one or two days for the delivery of your parcel.

 

How can I contact the courier? 

If you have a tracking number for your order, the courier will be able to provide further information on the shipping status. When placing an online order, be sure to enter your telephone number alongside your shipping address.

In the event of delivery problems, the courier will be able to contact you.

 

My shipment has been delayed, what can I do? 

If you placed an order and believe that your shipment has been delayed, please check how many days have elapsed since receiving confirmation of your order.

If you are still having trouble locating your package, please email us and we will help resolve the issue.

*Please verify your address before placing your order. We will not be responsible if the address you provided is undeliverable and return back to us. If the package is return back to us due to "undeliverable address", we can re-ship your package at your cost. 

The status of my shipment reads “delivered”, but I have not received anything; how is that possible? 

The majority of orders are delivered on time and without delay; however, sometimes the shipping status may read “delivered” when you have not actually received your parcel.

In some cases, the courier charged with delivering your parcel will be able to provide further information on the shipping status.

We suggest you check your local post offices because sometimes they hold the package. If you are still having trouble locating your package, please email us and we will help resolve the issue.

*Please verify your address before placing your order. We will not be responsible if the address you provided is undeliverable and return back to us. If the package is return back to us due to "undeliverable address", we can re-ship your package at your cost. 

 

What shipping methods do you use? 

We provide international delivery worldwide with an online tracking number. Orders can be tracked through USPS and then through your local post office website (for example Royal Mail for the UK, La Poste for France...).

We provide international delivery worldwide with an online tracking number to make sure you receive your package.

 

Which countries do you ship to? 

NAIL Addict offers international shipping to the U.S.A and Canada. We have partnered with USPS Worldwide to provide a fast, guaranteed service for all customers to ensure the best possible service in terms of speed and delivery guarantee for our customers.

 

Billing 

 

What payment methods do you accept?

We accept major debit and credit cards including Visa, MasterCard, American Express, Discover.

We also accept PayPal, Amazon Payment, Apple Pay and Google Pay.

We do not accept cash, personal checks, money orders or cash-on-delivery.

 

Is my payment information safe?

We are here to assure you that your credit card information is safe when you're ordering from our site.

This site incorporates physical, electronic, and administrative procedures to safeguard the confidentiality of your personal information, including Secure Sockets Layer ("SSL") for all financial transactions through this Site.

 

Why has my card been declined?

A common reason for orders declining is due to the billing address details being entered incorrectly.

When you proceed to checkout, please make sure that all of your personal information matches the exact information on your credit card.

If some information doesn't match, the transaction will not go through.

We highly recommend contacting your financial institution to know more about why your payment might have been declined.

If you are still experimenting issues while checking out and you would like to speak with a customer service member directly, please email us at help@nailaddict.com.

 

In which currency are your prices listed?

All products on our site are sold in U.S. Dollars (USD). 

Your card issuer or bank may charge a currency conversion fee for your purchases on www.nailaddict.com. We are unfortunately not responsible for such practice.

For more information about foreign currency conversion, please click here.

 

Why do I see a few charges on my banking statement?

For optimal security, when an order is submitted an authorization request is sent to the issuing bank or financial institution. The issuing bank then verifies billing information, the validity of the credit card, and the availability of funds. If the card information is valid and the funds are available, the bank puts an authorization hold on the funds. An authorization is only a hold on the funds for a possible future transfer of funds.

When an order is placed, two transactions might be posted to your account: 

1)  an authorization holds which holds the funds for the pending charge,

2)  a charge for the order upon shipment which removes the funds from the account.

After verifying all the information and proceeding with your order, your financial institution will release the funds and only one charge will remain on your account.

If an order is cancelled, the authorization hold will be removed from the account by the issuing bank.

Please contact your issuing bank or financial institution for any inquiries related to the charges on your banking statement.

 

Do I have to pay sales tax?

Sales tax might be applied to your order in accordance with individual state and local regulations in the United States (subject to change without notice). 

For orders shipped to other states or countries, your state and/or municipal government may require you to declare your purchase and directly pay appropriate sales tax amounts to them. This rarely happens as customs usually don't care much about one parcel, but if it does, you might have to pay around 15-20% of the purchase price to your government (check your local rates for more details). 

We do ask you to provide your phone number in case your local customs want to reach out to you. We also recommend keeping an eye on your tracking number (online) to make sure your package does not get stuck at customs.

 

Salons 

 

I’m a salon interested in stocking your brand, what do I do? 

If you own a salon or if you're interested in becoming a distributor for NAIL Addict and would like to purchase our products, NAIL Addict offers discounts to potential distributors, wholesalers and qualified nail technicians. 

Contact us by sending an email at help@nailaddict.com!

Send us a request and we'll get in touch with you shortly.

 

I love your products and want to start a salon business; can you give me some advice? 

If you own a salon or if you're interested in becoming a distributor for NAIL Addict and would like to purchase our products, NAIL Addict offers discounts to potential distributors, wholesalers and qualified nail technicians. 

Contact us by sending an email at help@nailaddict.com! Send us a request and we'll get in touch with you shortly.

 

I'm a nail artist - how can I request products for my kit?

If you own a salon or if you're interested in becoming a distributor for NAIL Addict and would like to purchase our products, NAIL Addict offers discounts to potential distributors, wholesalers and qualified nail technicians. 

Contact us by sending an email at help@nailaddict.com! Send us a request and we'll get in touch with you shortly.

 

Do you offer discounts for salons and pros? 

If you own a salon or if you're interested in becoming a distributor for NAIL Addict and would like to purchase our products, NAIL Addict offers discounts to potential distributors, wholesalers and qualified nail technicians. 

Contact us by sending an email at help@nailaddict.com! Send us a request and we'll get in touch with you shortly.

 

Support 

 

I have an issue with my order.

We are sorry to read that. If you are experiencing any issue with your order, please browse our "Orders" section from this page.

If you still can't find your answer, please send us an email at help@nailaddict.com and we will assist you immediately.

Kindly provide us with as much details as possible: Device (mobile or desktop), browser used, page you were navigating on and your issue.

 

I have an issue with the website.

We are sorry to read that.

If you are experiencing any issue on our website, please let us know immediately.

Send us an email at help@nailaddict.com and we will assist you immediately.

Kindly provide us with as much details as possible: Device (mobile or desktop), browser used, and issue encountered.

 

I cannot apply a discount code

Please note that a discount code can only be applied on the Pay As You Go check-out option and only outside sales periods.

A discount code cannot be applied on an already discounted item or item subject to a different promotion.

The FIRST40 discount code offers a 40% discount on orders containing a minimum of 4 gels and can only be used once per account.

For any other issues applying a promo code, you can reach out to our support team by emailing help@nailaddict.com.

 

I can't login into my account.

If you are experiencing difficulties to connect into your account, you should try to reset your password by clicking on this link.

We will send you an email to reset your passwords.

Please always check your spam/junk folder prior to contacting us.

If you are not receiving an email after 5 minutes following your request, please contact us by email at help@nailaddict.com and we will assist you immediately.