FAQs: Ordering & Pricing During COVID-19 Crisis – Universal Pro Nails

FAQs: Ordering & Pricing During COVID-19 Crisis

COVID-19 items, as mentioned in the following FAQs, include disinfectants, gloves, face masks, and other sanitation and personal protection products.

Can I place an order, and will it deliver?

Our product, purchasing, shipping, and receiving teams are monitoring supply daily and working with our vendors to continue the flow of products remain to support your needs.

Please note that sanitation and personal protective equipment supplies have been significantly impacted, and in some cases, we’re unable to provide a fulfillment date. As individual states mandate the temporary closing of non-essential businesses, some of our product fulfillment may slow down or halt until business resumes as normal. We’ll notify you if we expect prolonged delays.

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What is the status of my order delivery?

If you placed an order on our website, the status of the order can be found under “My Account.” Fulfillment statuses are updated each night and will be represented each morning.

“Pending” means that the order is still in process.

“Shipped” means that your order has been fulfilled and shipped from our warehouse in Virginia.

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How do I cancel my order?

We understand that life is moving quickly right now. If your product has not shipped, you may send an order cancellation request to support@universalpronails.com and reference the order number and items you want to cancel. We will send a confirmation email to validate if the request can be honored.

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How long will it take my credit card to be refunded?

We will cancel the order and issue the credit right away. However, bank policies regarding refunds vary. You can expect a refund on a cancelled or returned order to take up to 10 business days from the time we process it.

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Can I change my shipping address?

You can update your online account with additional shipping addresses by logging into your account and adding an additional shipping address to your accounts under the “My Account” menu.

If you would like to change the address you have on a current order prior to shipping that order to you, please contact us by chat or email is at support@universalpronails.com.

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Can I still make returns?

You may return any product* in new condition and appropriate for resale within 45 days of purchase for a refund.

After 45 days, you may return any product* in new condition and appropriate for resale for a refund, less a 20% restocking fee.

Items returned to Universal Pro Nails after 90 days will not be accepted for return or refunded to you.

*Exceptions: copyrighted materials, HAZMAT items, custom orders, drop-shipped items, and equipment without a return authorization approval from our Customer Service Department.

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What is Universal Pro Nails doing about price gouging?

Universal Pro Nails is diligent in offering reasonable prices, never attempting to unreasonably profit from increased demand or decreased supply caused by emergencies or disasters.

In the case of the COVID-19 crisis, we have not increased prices for the purpose of increasing profits. Our supply chain has, however, been disrupted with a number of our vendors having to temporarily close their doors due to business disruption and government mandates. This has forced us to seek alternative sources for some of the essential items currently in high demand. Through this process we are encountering increased costs. When this happens, we do our best to minimize selling price increases for our customers. Should you see price increases during this time, please understand that the increases are due to our increased cost for product procurement, not price gouging.

Universal Pro Nails remains committed to ensuring our customers are able to find essential items at reasonable prices and that important government regulations and guidelines are followed.

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