Shipping Policy

At Melody Susie, we are dedicated to providing professional, high-quality nail artistry tools to a global community of nail technicians, salon professionals, and passionate DIY enthusiasts. We understand that your tools are an extension of your creativity, and we want your shopping experience—from delivery to support—to be as seamless and inspiring as your craft. This policy details our shipping methods and our fair, transparent returns process.

Shipping Policy

We ship worldwide (excluding some remote regions and parts of Asia). All orders are processed within 1-2 business days (excluding weekends and holidays) from our fulfillment center.

Shipping Methods & Delivery Times

We offer two reliable shipping options to suit your needs:

Once your order ships, you will receive a confirmation email with your tracking number. Please note that delivery times are estimates and can be affected by factors outside our control, such as customs processing.

Returns & Exchanges Policy

We stand behind the quality of our products, from our Pro Nail Lamps and Nail Drill Value Kits ✨ to our delicate Nail Accessories. If you are not completely satisfied, we offer a straightforward returns and exchange process.

1. Conditions for Returns & Exchanges

To be eligible, the item must meet all of the following:

• Be in its original, unused, and resalable condition (with all tags, packaging, and protective covers intact).
• Be accompanied by the original proof of purchase (order number).
• The return/exchange request must be made within the 15-day window.

2. Non-Returnable Items

To ensure the health and safety of our global community, the following items are considered final sale and cannot be returned or exchanged once opened or used:

• Nail Drill Bits & Sanding Bands: Due to their hygienic nature and direct contact with nails.
• Nail Files (especially abrasive files): For hygiene reasons.
• UV Gloves: Classified as intimate wear for safety and hygiene.
• Any product damaged due to customer misuse, or where original packaging is not returned.
• Gift cards or downloadable products.

This policy reflects our commitment to hygiene, which is paramount for personal care tools used by nail technicians and hobbyists.

3. Step-by-Step Return/Exchange Process

1. Contact Our Support Team: Within 15 days of receipt, email us at [email protected] with your order number and reason. Use the template below for a faster response.
2. Receive Instructions: Our team will review your request. If approved, we will email you a Return Merchandise Authorization (RMA) number and detailed return instructions. Do not send items back without an RMA.
3. Pack and Ship: Securely pack the item(s) in their original packaging, include a copy of your order confirmation, and mail it to the address we provide. We recommend using a trackable service. Return shipping costs are the customer’s responsibility, unless the return is due to our error (e.g., wrong item shipped).
4. Inspection and Processing: Once received at our San Francisco hub, we will inspect the item(s). Processing typically takes 3-5 business days after receipt.

4. Refund & Exchange Details

Refunds:

• Method: Refunds are processed to the original payment method used (Visa, MasterCard, JCB, or PayPal).
• Timing: Please allow up to 10 business days for the refund to appear in your account after we process it. The final speed depends on your bank or PayPal.
• Amount: You will be refunded the full item price. Original shipping fees are non-refundable. Return shipping costs are not covered unless the return is due to our mistake.

Exchanges: We will process the exchange once the returned item is received and inspected. If the new item is of higher value, you will be charged the difference. If lower, we will refund the difference.

5. For Damaged, Defective, or Incorrect Items

If you receive a faulty Handpiece, the wrong Art Nail Lamp, or any damaged/defective item, please contact us at [email protected] within 48 hours of delivery. We will arrange a prepaid return label and prioritize sending a replacement or issuing a full refund based on your preference.

Dear Melody Susie Customer Care Team,

I would like to request a [Return / Exchange] for my recent order.

Order Number: [Please insert your order number]
Product Name(s): [e.g., "Advanced Nail Lamp" or "Manicure Gift Box💕"]
Reason for Request: [e.g., "defective," "wrong item received," "change of mind"]

I have read and understand the Returns & Exchanges Policy.

My preferred resolution is:
[ ] Refund to original payment method.
[ ] Exchange for: [Specify the exact product name/code you want].

Thank you for your assistance.

Best regards,
[Your Full Name]
[Your Phone Number associated with the order]