Frequently Asked Questions

I received an error during checkout and I'm not sure if my order went through or not?

  • The first thing you should do if you feel there was an error during checkout is check your e-mail. If you did not receive an order confirmation e-mail with an order number then your order did not process. 

My order did not go through but my card was still charged?

  • Shopify will place a hold on the customers account any time a potential order is placed. First thing you should do is follow the steps above to ensure your order did not go through. If your order was not processed that charge that you see is a pending charge. If you did not receive a confirmation e-mail with an order number then Shopify will drop that pending charge and the funds will be released back to your account. Most banks will have those funds released back to you within a day or two. However, this time just depends on your financial institution. If you have questions about pending charges contact your bank. 

Where is my order?

  • If you have any questions concerning an order don't hesitate to ask. Please don't forget to include your order number when emailing us. Whenever your order is processed you should get an email with a tracking number. You can use that tracking number here: https://tools.usps.com/go/TrackConfirmAction_input

My order status says delivered but I did not receive my order?

  • Secret Nail Affair is unable to assist with locating any packages once they are handed over to USPS. If you are missing a package the first thing you need to do is contact your local Post Office to see if they can help you track the package. There have been cases where customers have gotten a "package has been delivered" e-mail and not received their order until the next day. This is very uncommon but can happen if there are mistakes transferring packages between post offices. 

Do you deliver to...?

  • Currently the only location we do not deliver to is Mexico. Shipping rates are available at checkout.

 For other question do not hesitate to email us:

  • support@secretnailaffair.com