FAQs

SHIPPING + ORDERS

What are processing times? Our processing times are the times it can take to process your orders before it is shipped. We are a small business and work hard to get each order out within our processing times. Our processing times are 1-5 business days. This time can be extended at any moment due to holidays (local & federal) or inclination weather (such as snow).

When will my order ship? Our order processing time is 1-5 business days. Processing times and shipping times are not the same. Even if you choose 1 day shipping your order must still go through processing which can be 1-5 business days. Orders must process first before being shipped. Once your order is processed, it will be shipped via USPS, FedEx, DHL, or UPS. For more inform please view our SHIPPING POLICY.

When will I receive a tracking number? Once your order is ready to be shipped, we will email you your shipping confirmation email with your tracking number. 

Do you accept Returns/ Exchanges? We accept returns and exchanges within 30 days of delivery only for items that are within our return/exchange requirements. An additional 15% restocking fee may be deducted from your refund if the items are returned to us used, damaged, or opened and removed from its original packaging. All refunds are refunded minus the shipping costs and fees. Please view our Refund Policy for information regarding Returns and Refunds. To request a return or exchange please visit our Return/Exchange Portal. Please review all of our requirements found in our Refund Policy for eligible returns and exchanges.

We have the right to refuse any returns/exchange requests. 

How do I get a refund for a shipping issue? You must have our Route shipping protection added to your order to file a claim with us for any refunds or replacements for shipping issues such as damages, loss, or theft. There is a 30 Day Time Frame to file a claim with Route. If you do not add Route to your order, you are then held liable for any issues occurred during shipping and you will not be eligible to file a claim with us for refunds or replacements. Please view our Shipping Policy.

****WE HIGHLY ENCOURAGE ALL CUSTOMERS TO PURCHASE ROUTE SHIPPING PROTECTION AT CHECKOUT SO YOU CAN PROTECT YOUR PACKAGES FROM THEFT, LOSS, OR DAMAGE.

What is route? It is a third-party service that assists with issues during shipping. As a small business damages caused by shipping carriers can result in a bigger loss for us compared to larger companies. This is why we provide Route as it is a very quick and easy resource for receiving refunds or replacements due to damages, loss, or theft than going through the shipping carrier themselves. They will assist you with claims and provide the option for refunds or replacement, hassle-free free. If you do not purchase shipping protection you will no longer be covered under NyNy Lash's Shipping Protection services. 

We at NyNy Lash have the right to refuse any exchange, return, and refund requests.

How to file a shipping claim for damages, lost, or stolen item? 

PLEASE NOTE: To file a claim with USPS or UPS they will require us to wait until 15-60 days after delivery to file a claim. We HIGHLY encourage customers to get Route Insurance which is much faster and conveniently available in the cart section at checkout. Route's claim deadlines are 30 days. Please visit our Shipping Policy for further information.

You can file a claim for shipping issues yourself with Route through their claims portal HERE

 If you are international, you must file a claim directly with your local carrier if you did not add Route. If you added route shipping protection you can file a claim through them instead.

Carrier Returned Packages

If your package is returned to us by the shipping carrier, we will inspect the package once it is delivered back to us for any damages.***All refunds made by NyNy Lash will exclude any shipping costs and fees. *** An additional 15% will be deducted from refunds on items that are returned to us damaged, used, or opened from its original packaging.

Please see our Refund Policy for the information regarding a return or refund for returned packages.

Why do I need to sign for my package? We require signature for packages delivered that are $80 or more. This ensures us that the package was delivered and helps to make sure you do receive it as well. If you refuse to sign, they will send the package back to us and you will be refunded (excluding the shipping costs and fees) once we inspect that no items are damaged. If damaged, an additional $15% restocking fee will be applied.

Can I cancel my order once it is placed? All sales are final after 24 hours of purchase or after your order has finished processing. We do our best to process orders quickly, therefore no cancellations once orders are processed or past 24 hours of placing the order.

What if I input the wrong shipping address for my order? Please email us at nynylashinfo@gmail.com for immediate assistance updating your shipping address. If your order is shipped before we are able to update your shipping address, you will be able to update your shipping address and delivery preferences with the shipping carriers (USPS, DHL, UPS, Etc.) yourself on their website. If you do not, we are not responsible for any mistakes made by you when providing your shipping address and you will not be refunded for this. 

Do you ship internationally? We ship worldwide excluding countries on the USPS Suspension list and the Netherlands at this time. Please note we DO NOT cover any customs fees. Please view HERE for more information on customs and duties. You must pay any fees once your package lands in your country.  If you do not, the item will be returned to us and a refund of store credit or to the original payment method (excluding any shipping no costs and fees)  will be refunded to you once the items are inspected to ensure there is no damage or loss of the item. Any issues pertaining to international shipping please view our shipping policy. Please also reach out to your countries customs department or local shipping carriers for issues regarding a delay, lost, returned, or stolen items.

Chargebacks. Please notice that we have the right to decline any refund requests if we suspect it is a scam and no order number, name, email, phone number, tracking info, and etc. is not found in our system. We have the right to refuse service to those who have repeatedly committed fraudulent chargebacks. We will cancel any orders (and may reach out via your contact info to ensure there is no fraudulent transaction) from customers who attempt to purchase and have been flagged as a potential fraud or who has previously done a fraudulent charge back to us. Those suspected of submitting a fraudulent chargeback order will result in cancelation of all future orders. This is to help protect us from scams and to protect you by making it possible for you to purchase from us.

If our system alerts us of your order being a “high fraud” order, we will immediately cancel it. 

GENERAL

Discounts. 
We may offer discounts, limited time offers, or any other promotions. These discounts cannot be stacked on one order; they must be used for separate orders. These discounts cannot be used on already discounted items. This includes items that have already been placed on sale, and our Lil' mishap collection. If an order is made with a discount on an already discounted in parentheses sale Item, we will cancel it as the item is already discounted.

Are your products offered in stores? Yes, we currently offer our products in a store at 124 N. Queen Street Martinsburg, West Virginia 25401.

How do I stay updated on upcoming restocks and sales?  Sign up for our email newsletter. You can also follow us on Instagram @nynylash and TikTok @nynylash0

Does NyNy Lash offer wholesale? Thank you for your interest in wholesaling our products. At this time, we do not offer wholesale. 

I have another question. Email us at nynylashinfo@gmail.com. We typically respond within 24-72 hours Monday-Friday, 9am-6pm. No Holidays or weekends.