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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 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