Shipping & returns

Return:

All returns must be authorized beforehand by Ebon Nail Supply Owner. For authorization, please email us your request and any related photos or videos and one of our Ebon Nail Supply Service Representatives will contact you for further assistance.
Once the return merchandise has been received by Ebon Nail Supply, a refund and/or credit will be processed within 7 business days. Any refund and/or credit that is issued will be based strictly upon the transaction between Ebon Nail Supply and the consumer.
New unused products in their original packaging are eligible for a full refund if sent back to Ebon Nail Supply within 30 days from the delivery date. Returned products without its original packaging, will be subject to a minimum restocking fee of 25%.
After 30 days from the date of delivery, no return requests will be accepted regardless of the reason or condition of the product. Ebon Nail Supply is not responsible for any shipping charges in regards to a declined return and any such products can be disposed of at Ebon Nail Supply’s discretion after 7 business days.
Original shipping charges are non-refundable, and Ebon Nail Supply is not responsible for any expenses incurred in the return process.
All returned products will be subject to inspection. If upon inspection Ebon Nail Supply discovers damages due to improper packaging or customer misuse, then additional fees may be imposed.
Custom items, clearance products, and special orders are ineligible for any returns or exchanges. Any products that have already been installed and/or connected to plumbing (including but not limited to shampoo backwash units, pedicure spas, etc.) are ineligible for returns/exchanges.
Kit items may not be partially refunded - all parts of the kit items must be present to be eligible for a refund.
Clearance items are considered final sale and non-refundable, and are not eligible for any returns or exchanges.
If Ebon Nail Supply issues a Call Tag or Shipping Label to have a product returned to our warehouse, the customer has 7 days to ship out said product back to Ebon Nail Supply's address. If the tracking has not been activated after 7 days, the consignee is liable for additional fees, full value of the product, or anything else Ebon Nail Supply deems as suitable for the situation.

Shipping:

We are offer free delivery for our local customer within 20 miles radius from our store address location (order $50 or more)!
Shipping charges are estimated as accurately as possible, but may be subject to change if vital shipping information is not provided at the time the shipping quote is requested or if product availability changes.
Small package orders will be shipped via Ground Service. Small package is defined as when a package’s length plus girth [(2 x width) + (2 x height)] combined is below 130 inches (330cm).
Product damage and shortages must be reported to Ebon Nail Supply with 24 hours of receipt of delivery. Damages must be noted on the Delivery Receipt and with the driver prior to signing for acceptance of goods. NO EXCEPTIONS ALLOWED.

Restocking fee:

We accept returns of undamaged goods, in the original packaging, within 15 days of delivery. A 25% fee may be charged upon inspection. Customer is responsible for 2-way shipping charges.
30% for Special Order Products, including salon furniture, pedicure chairs & other heavy equipment. We suggest you finalized on equipment before making your purchase. Large equipment requires special packing prior to being shipped. If you do not have the necessary supplies or equipment to pack and ship these items back in a safe condition then you may that this into consideration before you purchase.

UPS DAMAGE CLAIMS:

Following the updated UPS requirements for damaged items, we will need all the following information. We will be UNABLE to ship replacements until all requirements are met.
·       Photo 1: A photo of the damaged item.
·       Photo 2: A photo showing the damaged merchandise, inside the original box, with all of the   original cushioning (picture should show the placement of the merchandise and packaging inside the box).
·       Photo 3: A photo of the packaging material used inside the box (e.g. bubble wrap, Styrofoam peanuts, cardboard dividers, etc.).
·       Photo 4: A close-up photo of the shipping label with tracking number (please zoom in enough to read the tracking number which usually begins with 1Z).
·       Photo 5: A close-up photo of the box manufacturer’s certificate (BMC), if available. The BMC is a round stamp that details either the bursting strength of the box or the edge crush rating of the box. The BMC is generally found on a bottom flap on the outside of a corrugated cardboard box.
·       Photo 6: Two photos displaying all 6 sides of the package (1 photo should display the top and 2 sides, the 2nd photo should display the bottom and the opposite sides).
·       Photo 7: Dimensions of the box including the package height, length, and width provided in the body of the email.
** Note: All photos must be in jpeg or bitmap format.

*** If all information above is not provided, all claims with damages will be denied and no replacements will be sent.
Large or fragile package orders will be shipped via Less Than Truckload (LTL) using a Freight Carrier. Expedited services and accessorial services, such as Lift Gate and Inside Delivery will be additional. Large package is defined as when a package’s length plus girth [(2 x width) + (2 x height)] combined exceeds 130 inches (330cm).
Requests for in-person pickup or 3rd Party pickup may be approved at the discretion of Ebon Nail Supply. We will ship your order by Collect or Third Party Billing. By choosing to use your own shipping, Distributor and/or Consumer assumes full responsibility of the shipment in regards to freight claims and damages. A Handling Fee of 1% will be applied to all 3rd Party Freight orders. All in-person pickup requests need to be placed a minimum of two hours in advance. Local pickup times are between 9-3 PM CST.
When you receive your shipment, please verify the number of pieces and pallets before you sign the Delivery Receipt. It is your duty to educate your customers on the proper procedure(s) for receiving shipments. Any damages to pieces/pallets or missing items must be noted on the Delivery Receipt. If the shipment arrives without a pallet, shrink-wrap, or   straps then please note “possible concealed damage” and contact Ebon Nail Supply immediately. Ebon Nail Supply highly recommends taking pictures of all shipments before removing any packaging material.
When you sign the Delivery Receipt without noting any damages, then you are saying that the shipment arrived in good condition and with no missing pieces.
If there is any type of shipping discrepancy such as visible or concealed damage, missing boxes or pallets, etc., the Consumer needs to contact and report them to Ebon Nail Supply within 72 hours, otherwise any possible service requests will be denied.
If there is an issue with your shipment, please keep the shipping cartons and materials until the problem has been resolved or the claim has been acknowledged and settled. Pictures of the damaged product in questions must be provided to Ebon Nail Supply’s Service Team to help determine the best possible course of action.
If products are delivered to the Distributor and/or consumer and the shipment is refused for reasons other than shipping damage, then the Distributor will be subject to a 25% restocking fee plus all applicable freight charges.
If proper freight receiving protocol is followed, Ebon Nail Supply will attempt to rectify the situation to the best of our ability. However, if proper shipping protocol is not followed, then Ebon Nail Supply will be unable to guarantee any resolution for the damaged shipment.