FAQ

Shipping FAQ:
 

How can I check if my order has shipped?

Go to My Account, and click on Order Status. 
 

When will my order ship?

Orders placed before 2pm EST are shipped same day. All orders are shipped within 24 hours unless otherwise stated on the product page.
 

How do I edit or cancel an item in my order?

Email thedinonail@gmail.com as soon as possible. Once your order has been packed, it cannot be modified.
 

How do I track my order?

Log into your account at DinoNail.com. Click “My Account” and go to “Order Status.” Scroll down to the “Tracking Info” section of the page and click on the tracking number.
 

My order never arrived. What do I do?

First, check the tracking. If it’s still in transit, just wait until they deliver it. If it says “Delivered” and it hasn’t arrived, please contact your post office with the tracking number.
 

An item is missing from my shipment. What do I do?

Email us at thedinonail@gmail.com within 72 hours of receiving your order.
 

How do you ship your packages?

Items are shipped via Epacket.
 

What if my order breaks during shipping?

We package all orders using a proprietary system we’ve developed to prevent 99.9% of breakage during shipping. However, no one’s perfect, and mistakes may rarely occur. In the unlikely event your item arrives broken, DO NOT throw away the box or packing materials. We will need CLEAR photos of the broken items.

Depending on the extent of the damage, we may issue a return-shipping label, or simply tell you to toss the broken item in the trash. In either case, a brand new replacement item will be sent out to you.
 

What if I need to update or change my shipping information?

Email thedinonail@gmail.com ASAP. Once your order is shipped the destination cannot be changed.

 

Payment FAQ:
 

What if I choose to cancel my order?

Email thedinonail@gmail.com with your order number ASAP.
 

How do I create an account?

Click “Create an Account” at the top right corner of the page.
 

How do I edit my account information?

Click “My Account.” Here you can edit your physical address, email address, password, wish lists, and more.
 

What if I forgot my password?

Click “Forgot Password” on the login page. Our system will email you a link to reset your password.
 

What is your Privacy Policy?

We do not share your information with anyone, ever.
 

When will my refund credit appear on my account?

You should see a refund post to your account 1-4 business days after the refund is issued. This may depend on your banks policies.

 

Returns/Exchanges FAQ:
 

Does DinoNail accept USED PRODUCTS to be returned or exchanged?

No. We absolutely 100% WILL NOT accept used product returns. If it looks or smells like it was used, it will be thrown out immediately and no refund will be issued. There are no exceptions to this policy.
 

I received the wrong product.

If you received the wrong product(s), shoot us an email within 48 hours of receiving your package. DO NOT USE THE ITEMS. If you use the items, we cannot replace them. 
 

How long does it take for a refund to be returned to my account?

Refunds should appear in your account in 1-3 business days. This mostly depends on your banks policy.
 

Product FAQ:
 

Are the photos the actual pipes for sale?

All of our photos are taken of actual products from our inventory. Please understand that all of our products are hand made by human artists, and as such may have minor variations in size, shape, or color from the ones pictured. Any variations are minimal, aesthetic, and will never affect functionality. If one of our manufactures changes a product enough that it’s very different from the previous ones, we will take new photos and edit the product listing.
 

When do you restock your products?

As soon as we are running low on a product, an order is placed with the manufacturer to restock our inventory. As soon as the order arrives, it goes through quality control and the stock is updated on our site.
 

What if I want an item that’s out of stock?

Please go to the product listing for the item you wish to purchase. Right above the SOLD OUT button, please enter your email and click “Notify me when this product is back in stock.” This will ensure you get an email notification as soon as the product is back in stock.
 

How will I know when items I want will be back in stock?

Go to the product page you'd like to buy. Right above the SOLD OUT button, please enter your email and click “Notify me when this product is back in stock.” This will ensure you get an email notification as soon as the product is back in stock.
 

How can I find out correct size information I need for a particular product I want to purchase?

If you have any questions about sizing, do not hesitate to contact us. Our team will be glad to help.
 

I've looked all over the Internet and I just can't believe how cheap you are! How???

We are an online only retailer with no physical store. The reduced overhead costs of not having a retail store combined with our sales volume allow us to offer products at prices well below our competitors. It’s simple: We pay less, you pay less.