Below FAQ are some common concerns of our clients before shopping at Vettsy.
If you have other questions, please just send it to service@vettsy.com.

Shipping & Tracking

“How do you ship packages?”

Package from our warehouse in China will be shipped by our logistics partner-TAKESEND and it will be handed over to USPS after customs clearance in CA, US. Package shipped from our US warehouse are shipped through USPS directly.

“How long does shipping take?”

Since we have both warehouses in China and the US, the shipping time depends on the items you ordered.

Packages shipped from our US warehouse usually take 1 week to be delivered. Packages shipped from our warehouse in China usually take 1-3 weeks to be delivered to the US. It will take more time for some remote country. There may be the occasional delay due to Customs Clearance processes or sale season which are out of our control.

“Do you ship to worldwide?”

Yes! We ship to most countries in the world!

To determine if we ship to your country, enter your address in Checkout to see if there are available shipping options. Or you can contact service@vettsy.com to let us check for you.

“Why tracking status shows my package is stuck in CA for a long time?”

If your package is shipped from our warehouse in China, the tracking status won't show the details before it arrives in CA, US. That's the reason why the package seems to be stuck in CA. The tracking usually takes around 10 days to be updated. Please don't worry. We are so sorry for all the inconvenience caused by the tracking. If you want to get more shipping details of your package, please contact us at service@vettsy.com

“How do I track my order? "

You will receive a shipping confirmation email with your tracking number and the link to the tracking site when your package is shipped out. To track your order, please go to https://www.17track.net. Enter your tracking number and you can track your order. If you didn't receive the shipping confirmation email, please check your spam folder first. If it isn't here, please contact service@vettsy.com for help.

"Why did I not receive the package when the logistics information shows delivered?"

Please check whether your shipping information is correct and complete first. Sometimes there will be a delay between the actual delivery and receipt of the delivery email, so we recommend that you contact the local post office ASAP to see if the package has not been delivered or if they sent the package to the wrong place. You can also ask your neighbors or family members if they collect the package for you. We will also contact the logistics company to check your package, but it will take some time to investigate.

"I haven't received my order. What should I do?"

If you don't receive your package within 1-3 weeks after placing your order, it's within the normal shipping time. Please don't worry and wait with patient. If you haven't received your package after a month, please contact us at service@vettsy.com to track your package.

“How much does shipping cost?”

Our shipping fee is $5.99. Free shipping on orders reaching $39.99 and up after the discount, some remote countries should reach $59.99 and up after the discount.

Return & Refund

“How do I request a return or refund?”

Please contact service@vettsy.com. We will ask you to provide relevant product photos/videos and reply to you within 24 hours. If you want to learn more, please view our policy.

“Some of items arrived damaged. Can I get replacements?”

We are so sorry to hear that you received damaged items. We carefully checked the items and packaging before shipping your order, which should be caused by collisions during transport. Please send relevant product photos/videos to service@vettsy.com. If we confirm that the product is damaged or faulty, we will handle it for you immediately.

“One of the items is missing from my box. Can I get it sent to me separately?”

Sometimes the small items get stuck in the bubble wrap, please double check your package. If it is still not in your package, please feel free to contact us at service@vettsy.com, we will try our best to give you a satisfactory solution.

Order & Products

"What payment method do you accept?"

Currently we accept Credit Card Payments, Paypal, Affirm and Sezzle. We are sorry that we don't accept cash on delivery.

"I want to cancel my order, what should I do?"

All orders can be canceled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be canceled.

"Can I modify my order after placing it?"

We will do our best to assist you proceeding with any changes to your order. Any request shall immediately be addressed to our Customer Service by email at service@vettsy.com.

"If the shipping address I left is wrong, what should I do?"

Please contact service@vettsy.com ASAP. We can modify the address for you as long as your package hasn't been shipped. And we are not responsible if a package is undeliverable because of missing, incomplete or incorrect destination information.

"Why the discount code is not working?"

Some kits, clearance items and all Vettsy boxes aren't eligible for any discount code, since their prices are already discounted. When you enter the discount code on the checkout page, our system will automatically identify the products that are eligible for the discount code or not. If you have further questions, please feel free to contact our Customer Service.

"Color received was not as it showed on the website."

Due to the limitations of printing technology, the color on the outpacking will be a little different from the color of the actual gel. But the color of the gel inside the pot is the same as the pictures on our website. In addition, different ways of applying nail products will also affect the color presented. You can apply the gels according to our instructions on our Instagram channel @Vettsystore to get the ideal color. If it still can't work well, please feel free to contact our Customer Service.

"Do I need to use a UV lamp with your gel polishes?"

YES. Our gel polishes need to be cured with the UV/LED lamp. If you need one, you can get the nail lamp in our store, too.

"Where can I find the SDS sheets of your gel polishes?"

Due to the large number of gel polishes on our website, we don't put all MSDS on the website. Please feel free to contact us at service@vettsy.com
and tell us which kind of gel you are interested in. Then we will send you the MSDS accurately.

"I am new to nail art, what products do I need to order?"

1. Nail File & Buffer to prep your nails for gel application.
2. Base Coat & Top Coat to ensure long-lasting nail art.
3. Gel Polishes for nail designs.
4. Nail Lamp to cure the gel products.
5. Acetone or Gel Polish Remover to remove gels.
6. Cuticle Oil to hydrate and moisturize nails.
If you feel that it is cumbersome to choose these products separately, you can directly order our Basic Box, which contains almost all the tools needed for nail art beginners.

Subscription Boxes

"What comes in my Vettsy Subscription Box?"

Monthly Mini Box: A curated collection of 8-10 full-size newly released & hot selling Vettsy nail products for $25.99.

Monthly Deluxe Box: Every month will feature a new theme and includes 20+ nail goodies, packed with a retail value of over $200.

Quarterly Seasonal Box: Get a $200+ value Box for only $69.99! The quarterly box matches with the seasons, 20+ products including seasonally inspired, new in and on-trend nail items from Vettsy.

"When Will I Be Billed?"

There are 2 plans available for you to choose from: Monthly and Quarterly.

Subscribers are billed immediately for your first purchase.

For quarterly box, recurring orders are billed every 90 days from the purchase date.

For monthly box, recurring orders are charged on the 11th of the month.

"When will I receive my box?"

First box ships within 1-3 business days. Subsequent boxes will be processed within 3 business days after the charge date.

Shipping time varies by location. These are our estimates:

1-3 weeks for the United States, Australia, Canada, the UK and most of the European countries;

2-5 weeks for Russia, Italy, France, Spain, Israel, the Philippines, and some other countries.

"What is the cut-off date to order a box?"

Monthly box: 10th of that month 11:59 PM EST.

Quarterly box:

Winter: 1st, February

Spring: 1st, May

Summer: 1st, August

Fall: 1st, November

If you subscribe after the cutoff date, you will be receiving your box for the following month/season.

"How much is shipping for the subscription box?"

The Monthly Mini Nail Box: FREE US SHIPPING! For the Rest of the World, shipping is a Flat Rate of $5.99.

But if your order amount over $39.99, free shipping is also available.

The Seasonal Nail Box & Monthly Deluxe Nail Box: FREE SHIPPING

"Can I choose the products in my box?"

If you don’t want to get products you already had or items you don’t like in the first box you purchased, please leave a note on the view cart page before checkout.

If you don't want to get the items in an auto-renewed subscription box, please contact us at service@vettsy.com. before your box is shipped. We will try our best to let your wish come true!

"Can I return my box?"

All sales are final, no returns or exchanges for Vettsy Box. Exchanges or replacement items are considered on a case by case basis due to damage in shipment. If you experience an issue, please contact service@vettsy.com and include any relevant information and photos of how the box/items were received.

"I’m a new member. Do I get a gift?"

YAS! We make sure every single new member who signs up for the subscription box on the Vettsy website gets a special free gift.

"Can I order the subscription box by one time?"

YES. We set the option of a one-time purchase or subscription purchase on the item page of the subscription box. You can decide whether to subscribe the box before checkout according to your needs.

"Will I receive the duplicate product if I subscribe to both Seasonal Box and Monthly Box?"

No. There will be no duplicate products in the monthly boxes and seasonal box. The types of products in them may be similar, but the colors, patterns, and styles are different. You can see what's in your new box from the photos on the website and the unboxing video on YTB. If there are some items in the box you already had, you can contact us to change them.

"If I don't want some items in my upcoming subscription box, what should I do?"

We will update the photos on our website and unboxing-video on YTB for each subscription box on the 11th of each month. We suggest that you pay attention to your new subscription box on the 11th of each month. If you want to change some products in your subscription box, please contact us before the package is shipped. Once the package is dispatched, the items in it cannot be changed.

"Can I change my shipping address for the subscription?"

Please make sure the address chosen at the time of checkout is correct & complete. If the wrong address is added to your subscription, please contact us before your package ships out so we can get it adjusted. If you want to change the shipping information for your future boxes, you can update it through your account portal or by emailing service@vettsy.com.

One-Time Boxes

"Is this a subscription service?"

Nope—You can order any of the Vettsy Box whenever you’d like. There’s no subscription required. However, they won't be available forever, so grab yours asap when you still can. Don't regret when you miss it out!

"Can I apply a discount code to a Vettsy Box?"

All the Vettsy Boxes are not eligible for any discounts with purchase codes at this time.

"Can I use my points or gift card to purchase a Vettsy Box?"

Yes, Vettsy Points and gift cards can be used to purchase a Vettsy Box.

"Can I change the colors or styles of the products in the box?"

Some of the products in the Vettsy Boxes are picked randomly. If you don’t want to get products you already had or items you don’t like, please leave us a note on the view cart page before you check out. Or you can contact us after you place the order directly. 'Vettsy Santa' will try his best to make your wish come true!

"Can I return or get a refund for the box?"

All sales are final. We do not accept returns or refunds on any of the Vettsy Boxes.

"What happens if I receive something that's damaged?"

We’re really sorry if you received something damaged, sometimes the boxes may be handled a little too heavy in transit. Pop it into an email with a pic of the product to service@vettsy.com within 14 days of receiving it, we’ll try our best to get it sorted for you!

"What happens if I am missing something inside the box?"

Again, we’re really sorry you didn’t receive something inside your box, we can understand how frustrating that must be! Drop us an email at service@vettsy.com within 14 days of receiving and we’ll sort it for you.

Can't find what you're looking for?

Send us an email to tell us what's up and someone from our Customer Service team will get back to you as soon as possible. Be sure to include your order number (if you have one).

Please email us at service@vettsy.com