FAQ - Frequently Asked Questions


Q: Are discounts available?

  • A discount code with our host name is currently available.


Q: Can I track my order and how?

  • After your order has shipped, you'll receive an email with tracking details. Multiple shipments will result in multiple notifications. Track your package at nanilonails.com/apps/track using your order number, email, or phone number.

Q: How long does shipping usually take?

  • Typically, shipping takes about two weeks. Delays may occur due to extreme weather, increased flight demand during the Christmas season, etc.

Q: Can I ship my order to an international location?

  • We offer worldwide shipping, but note that shipping to war zones and South Africa is challenging due to tracking limitations after leaving China.

Q: How much is shipping?

  • Shipping is free for orders over $50. Join our reward system for free shipping at the ambassador level, regardless of order amount. Check our site for details on each membership tier.

Q: Why does the tracking link show delivery, but I received nothing?

  • Sometimes, packages marked as "delivered" might be wrongly delivered. If not received within 5 days of the delivery date, please contact customer service.

Q: Are there other packages if some products in my order are missing?

  • Orders might be split into several packages due to weight limits. For additional tracking links, contact customer service.

Q: Why is the tracking link inactive after I receive it?

  • Tracking information updates a few days after reaching our carrier's warehouse.

Q: Why doesn’t the tracking update after 2-3 days?

  • Tracking might lag behind the actual package location. No immediate cause for concern.

Q: Will my order be shipped separately or together?

  • Orders with the same host made on the same day will be shipped together.

Q: What's the difference between live pack and offline pack?

  • Our host does live packing. Offline orders are handled by other staff, who also add extra items and freebies.

Q: Do I need to pick up my package?

  • Packages may need to be picked up at the post office in some cases. Otherwise, they are delivered to your doorstep.

Q: Why does the tracking link say 'returned to the warehouse'?

  • If our courier can't deliver to your country, we switch to an alternative provider. Please wait patiently.

Q: Can I use points together?

  • Membership points can only be used on a separate affiliated website and cannot be combined.

Customer Service

Q: What is the email address for Nanilo Nails?

Q: Why doesn't Customer Service reply to me?

  • Our team has a two-day weekend break. Check your spam folder and resend if necessary.


Q: When will the refund be back in my account?

  • Refunds are processed within three business days to the original account. Monitor your account for updates.


Q: Can I cancel my order if I change my mind?

  • Yes, orders can be canceled before shipping