Asked Questions (FAQ)

We’ve compiled the most common questions customers ask about Kawaii Nails LLC products, ordering, shipping, and policies. If you don’t see your question here, please contact us directly—we’re happy to help!

Orders & Account

Q1: Do I need to create an account to place an order?

No. You can check out as a guest. However, we strongly recommend creating a free account because it allows you to:

  • Track orders easily

  • View your purchase history

  • Request returns online

  • Save shipping addresses

  • Earn loyalty points (coming 2025)

Creating an account takes 30 seconds and requires only your email and a password.

Q2: How do I check my order status?

Log into your account at kawaiinails.shop and click “Order History.” You’ll see real-time updates: “Processing,” “Shipped,” “Out for Delivery,” or “Delivered.” Shipped orders include a tracking number linked to the carrier’s website (USPS, UPS, or FedEx).

Q3: Can I cancel or change my order after placing it?

Maybe. If your order status is still “Processing” (typically within 4 hours of placing the order), email us immediately at klarrisacassondra27780@gmail.com with “CANCEL ORDER #______” in the subject line. We will attempt to cancel before it reaches our warehouse. Once the status changes to “Packing” or “Shipped,” cancellation is impossible—you’ll need to return the items per our Refund Policy.

Q4: What if I entered the wrong shipping address?

Contact us immediately at klarrisacassondra27780@gmail.com. If the order hasn’t shipped, we can update the address. If it has already shipped, you may need to contact the carrier (USPS/UPS/FedEx) to request a redirect or hold for pickup. We are not responsible for packages delivered to incorrect addresses you provided.

Q5: Do you charge sales tax?

We collect sales tax only for orders shipped to New Mexico (where our warehouse is located). For all other U.S. states, you are responsible for reporting use tax if required by your state law. International customers are responsible for VAT, customs duties, and import taxes.

Products & Usage

Q6: Are your products cruelty-free?

Yes! None of our products are tested on animals. We source exclusively from manufacturers who share this commitment. Our dip powder line is also 100% vegan (no animal-derived ingredients).

Q7: Do your acrylic and dip powder products contain MMA?

Absolutely not. MMA (methyl methacrylate) is a dangerous ingredient banned by the FDA for nail products. It can cause severe allergic reactions, permanent nail damage, and respiratory issues. Our acrylic and dip powder systems use safer alternatives like EMA (ethyl methacrylate).

Q8: How long does dip powder last on natural nails?

With proper application and prep, our dip powder system lasts 14–21 days without chipping or lifting. Factors that affect longevity include:

  • Nail preparation (dehydrating the nail plate)

  • Number of dip layers (3–4 recommended)

  • Top coat application (sealing the edges)

  • Lifestyle (frequent hand washing, typing, gardening)

Refer to our YouTube tutorials for application tips!

Q9: Do your lash extensions come in different curls and lengths?

Yes! We offer multiple curl types (J, C, D, L) and lengths ranging from 7mm to 16mm. Many of our trays are mixed-length trays (e.g., 8–15mm in 1mm increments) to save professionals money. Check individual product descriptions for specifications.

Q10: Can I use your waxing products on sensitive skin?

Our waxes are formulated to be hypoallergenic and free from common irritants (fragrances, dyes, lanolin). However, we always recommend performing a patch test 24–48 hours before full application. If you experience redness, itching, or swelling, discontinue use immediately.

Q11: What is the shelf life of your products?

  • Dip powders & acrylics: 24 months unopened; 12 months after opening (store in cool, dry place)

  • Liquid monomers & top coats: 18 months unopened; 6–9 months after opening (keep caps tight)

  • Lash adhesives: 6 months unopened (refrigerate for longer life); 4–6 weeks after opening

  • Wax products: 24 months unopened; 12 months after opening (avoid heat exposure)

  • Paraffin wax: Indefinite if stored away from dust and humidity

Expiration dates are printed on each product’s packaging.

Shipping

Q12: How long does shipping take?

Destination Standard Shipping Expedited (Priority)
Continental U.S. 3–7 business days 1–3 business days
Alaska / Hawaii 7–12 business days 3–5 business days
Canada 10–15 business days 5–8 business days
International (other) 12–20 business days Not available

Note: Business days exclude weekends and U.S. federal holidays. International orders may experience customs delays beyond our control.

Q13: How much does shipping cost?

Shipping is calculated at checkout based on:

  • Total weight of your order

  • Shipping destination

  • Selected carrier (USPS, UPS, FedEx)

Free shipping is available for U.S. orders over $75 (standard delivery only). International orders do not qualify for free shipping.

Q14: Do you ship to PO boxes or APO/FPO addresses?

Yes for PO boxes (via USPS). Yes for APO/FPO military addresses (we use USPS Priority Mail). However, delivery to APO/FPO can take 2–4 weeks. Please ensure you include the correct unit and box numbers.

Q15: My tracking says “delivered” but I didn’t receive the package. What do I do?

First, check with neighbors, family members, or building management (packages are sometimes left with reception). Wait 24 hours (carriers occasionally mark “delivered” early). If still missing:

  1. Contact the carrier with your tracking number

  2. Contact us at klarrisacassondra27780@gmail.com with your order number

We will help file a missing package claim. We are not responsible for theft after delivery unless you purchased Route Package Protection at checkout (see Shipping Policy for details).

Payments & Security

Q16: Is it safe to enter my credit card information on your website?

Yes. Our payment processor Stripe is PCI Level 1 certified (the highest security standard). We use 256-bit SSL encryption. Your card number is tokenized and never stored on our servers. Look for the padlock icon in your browser’s address bar.

Q17: Do you accept PayPal?

Not yet, but we’re working on it! Expected availability: Q3 2025. Until then, please use credit/debit cards, Apple Pay, or Google Pay.

Q18: Why was my card declined even though I have money?

Common reasons:

  • Billing address mismatch (enter exactly as on card statement)

  • International transaction block (call your bank to authorize)

  • Daily purchase limit exceeded (split large orders)

  • Bank flagged beauty supply as “suspicious” (call bank’s fraud department)

Try a different card or contact your bank first. If problems persist, email us for help.

Q19: Can I pay with a gift card or prepaid card?

Yes, if the card has a Visa, Mastercard, Amex, or Discover logo and is registered with a billing address. However, we cannot split payment across multiple cards. If your gift card lacks sufficient balance, you’ll need another payment method.

Returns & Refunds

Q20: What is your return policy?

We offer a 30-day satisfaction guarantee. If you’re unhappy for any reason, contact us within 30 days of delivery for a return authorization. See our Refund and Return Policy for full details, including exceptions (final sale items like opened lash extensions cannot be returned).

Q21: Who pays for return shipping?

  • Our fault (damaged, defective, wrong item): We provide a prepaid shipping label.

  • Your fault (changed mind, ordered wrong color): You pay return shipping.

  • International returns: Customer pays shipping unless our error (then we credit up to $20).

Q22: How long does it take to receive a refund?

After we receive your return, we process refunds within 5 business days. Credit card refunds typically appear on your statement in 2–7 additional business days (depending on your bank). Store credit refunds are instant.

Q23: Can I return a product I already used?

For hygiene products (lash extensions, wax, paraffin), no – once opened or used, they are final sale. For other products (dip powder, acrylic, brushes), you may return gently used items, but we may charge a 15% restocking fee if the product shows excessive use (e.g., half the powder missing).

If the product is defective, used items are fully refundable (we need to inspect the defect).

Wholesale & Bulk Orders

Q24: Do you offer wholesale pricing for salons?

Yes! We offer tiered discounts for qualifying businesses:

  • 12–23 units of a single SKU: 10% off

  • 24–49 units: 15% off

  • 50+ units: 20% off

You must apply for wholesale status. Email klarrisacassondra27780@gmail.com with “WHOLESALE APPLICATION” in the subject line. Include your business license or salon tax ID.

Q25: Is there a minimum order for wholesale?

No minimum for the first order, but subsequent wholesale orders must total at least $250 (before discount). We also offer net-30 terms to approved accounts with a credit check.

Q26: Can I private label your products?

We are developing a private label program for established salons, influencers, and beauty brands. Expected launch: 2026. Email us to join the waiting list.

Technical Issues

Q27: The website is loading slowly or showing errors. What should I do?

Try these steps:

  1. Refresh the page (Ctrl+F5 or Cmd+Shift+R for hard refresh)

  2. Clear your browser cache and cookies

  3. Try a different browser (Chrome, Firefox, Safari, Edge)

  4. Disable VPN or ad-blockers (they sometimes interfere with checkout)

  5. Wait 5 minutes (we may be performing maintenance)

If problems persist, email us at klarrisacassondra27780@gmail.com with screenshots and a description of the issue.

Q28: I didn’t receive my order confirmation email. Did my order go through?

First, check your spam/junk folder. If it’s not there:

  1. Log into your account at kawaiinails.shop and check “Order History.”

  2. If the order appears there, your order is confirmed (email delivery issues happen).

  3. If not, the order didn’t process. Please try again or contact us.

Miscellaneous

Q29: Do you have a physical store where I can buy products?

No, we are an online-only retailer. However, local Albuquerque customers may arrange will-call pickup (order online, then pick up at our warehouse by appointment). Email us at least 24 hours in advance to schedule.

Q30: Do you offer gift cards?

Yes! Digital gift cards are available in denominations of 25,50, 100,and250 (custom amounts also possible). Gift cards never expire and can be used for any product on kawaiinails.shop. Purchase them in the “Gift Cards” section of our website.

Q31: How do I contact a real person for help?

Call us at 8703301243 (Monday–Friday, 9 AM–6 PM MST) – a real human answers, no phone tree. Or email klarrisacassondra27780@gmail.com – we typically reply within 4 business hours.

Q32: Can I follow you on social media?

Yes! We’re active on:

  • Instagram: @kawaiinails (daily product demos, customer features)

  • Facebook: @kawaiinails (promotions, giveaways)

  • YouTube: Kawaii Nails LLC (tutorials, application guides)

Still have questions? We’re here for you.

📞 Phone: 8703301243
✉️ Email: klarrisacassondra27780@gmail.com
🌐 Website: kawaiinails.shop

Don’t hesitate to reach out – we love helping our customers!