Frequently Asked Questions

Email Support

Support Email

polishpickup@gmail.com

Contact

We hope you never have to experience this, but if there is a problem with the quality of your items feel free to contact us at polishpickup@gmail.com and we will put you in touch with the brand so they can make it right.

While we are not responsible for the state of individual products, we strive to only invite brands that produce the very highest quality items using their finest ingredients. We also ensure that all brands are as committed to excellent customer service as we are. 

 

While we strive to provide you with a prompt response to your inquiries, please allow 24-72 hours (Monday through Friday) for a reply. This time frame may be longer during in-person events, holidays, and weekends. If the full three days passes without a response, feel free to send a message via our Contact Us page or send us another email at polishpickup@gmail.com.

Requirements:

  • focused on artisinal, handmade goods. We don't accept lab made or mainstream brands.
  • has been in business, online, for at least one year.
  • committed to producing items of the highest possible quality.
  • in good standing with the general community.
  • committed to diversity and inclusion. 

If this all sounds good to you, fill out this form!

We hold our brands to the highest of standards. If you see something that doesn't align with our core values, please send an email report@polishpickup.com with all relevant information and evidence you can. We take these issues seriously and will investigate thoroughly. All reports will remain anonymous.

You are welcome to use our convenient CONTACT PAGE or email polishpickup@gmail.comPlease allow 24-72 hours (Monday through Friday) for a response.

General

Starting way back in April of 2017, PPU started out as a fresh new take on the indie nail polish marketplace. The concept was a runaway hit, and PPU quickly evolved to include cosmetics, bath and body products, home fragrance products, and unique hand-crafted items. 

We turn the power over to the fans by letting you choose the theme each month. A diverse group of creatives then comes together and produces amazingness inspired by the theme you chose. From Famous Works of Art to Movie Quotes, there is no telling what you will choose next. All this fun takes place in our Facebook group.

Three to four weeks later, a pretty purple package arrives at your doorstep and then the fun really begins.

You can find us on the following platforms:

  • In our Facebook group, where the majority of the excitement is these days. You can find pictures, posts, and information on upcoming sales
  • In the BST/Chat group. Here you can buy/sell/swap your PPU items, chat with other nail polish fans in a friendly and inclusive environment, or participate in any of the fun monthly giveaways! 
  • On Instagram! This is your first stop to browse all the offerings for past, present, and future PPU months. 
  • On YouTube. PPUTV is full of interviews, sneak peeks, and more.

In this context "Pre-ordermeans that your order isn't made until after PPU closes.

Each item is made just for you then shipped to our PPUHQ in Minnesota. From there, happy little gnomes pack your order into perfectly purple packages and send them out to you. This means it can take up to four weeks for US orders, and sometimes longer for international orders.

The Basic Essentials shop is our spot to grab all the gear you'll need to make your manicure magical. It is open during the PPU "downtime", which means it opens right as PPU closes and is available until PPU reopens. Not only does The Basic Essentials shop have all the best tools and supplies to keep your manicure looking it's best, but we even have unique items that will make the more complicated nail art an easy breeze.  We also have our Merch Shop  open during the same time. You can grab PPU branded items and nail polish inspired clothing, home goods, and fun gifts; nearly all designed in-house.

Please note that Basic Essentials cannot be combined with regular PPU pre-order purchases. Basic Essentials typically ship in 1-3 business days. Merch Shop items are shipped from a separate location and shipping times vary, but are generally similar.

PPU hosts brands from all over the world and your pruchases aren't made until you order them, so it can take a while for them all to get to PPUHQ in Minnesota.

To get a better of how things works, here is our timeline:

  • On the first Friday of every month, the shop opens for pre-orders and merch.
  • At 11:59 Eastern time on the following Monday, the pre-order shop closes. HQ then informs brands of their total sales, and the production begins.
  • By mid-month, most brands have shipped their goods to PPUHQ in Minnesota. That is where your order is packed and then shipped. The packing & shipping stage can last 2-3 weeks. 
  • Generally speaking (for US based customers), your order will arrive the week leading up to the next pre-order. 

Things to keep in mind:

  • Your order number has no bearing or effect on when your order will ship. PPU packs and ships your order only when all of your items have arrived at PPUHQ.
  • PPU depends on the timely delivery of goods from brands around the world. If your order hasn't shipped and you are wondering if one of your items is running late, please check the Order Updates page to see what brands have not arrived.
  • Typically you will receive your order within 3 weeks of shop close. However, delays and issues do happen. Be sure to check the Order Updates page often or email polishpickup@gmail.com

Misc

Our brands and swatchers put considerable effort into photographing and curating the most accurate and true to life photos possible, but variances in computer screens and phone screens (eg. privacy filters, blue light filters, etc) will make a difference in what color you see online versus what you see in real life. We recommend browsing the Facebook Group and Instagram to see swatches from the widest variety of people possible.

Everything for sale during our pre-order is hand made, so natural variances happen.  If you are unhappy with the color of a polish you receive (and it's not a known batch issue) you can send the product back at your expense for a full refund. If you just aren't vibing with the item once you see it in real life, head over to the BST Group and try and sell it to other PPU fans. 

You can start adding your wishlist to your cart on Thursday before the shop opens. 

There is no set time for this, but we try to get it done by evening. Pre-loading will help you enjoy a speedy checkout on Friday morning!

Wishlisting begins on the Sunday before the shop opens. There is no set time of day. 

Themes suggestions can be made HERE the Sunday before shop opens.

 

► Check the CALENDAR OF EVENTS to stay up to date on the fun! 

Voting takes place in our Facebook group the Friday before Wishlisting begins.

 

► Check the CALENDAR OF EVENTS to stay up to date on the fun!

Order/Shipping Policies

If your order arrives with a damaged or defective item, please email us at polishpickup@gmail.com with the following:

  • order number
  • photos of the damage

If possible, your damaged item will be replaced at no charge. If we cannot replace it, you will receive a refund for the item.

Unfortunately, mistakes do happen. If you are missing an item, please email polishpickup@gmail.com so we can replace it if we can. If there are no extras, you will be issued a refund for the item.

Due to the nature of PPU, if you receive an incorrect item you may be asked to send it back to PPUHQ so we can get the item to it's rightful home. We will send you a prepaid label to return the item free of charge. 

Our brands and swatchers put considerable effort into photographing and curating the most accurate and true to life photos possible, but variances in computer screens and phone screens (eg. privacy filters, blue light filters, etc) will make a difference in what color you see online versus what you see in real life. We recommend browsing the Facebook Group and Instagram to see swatches from the widest variety of people possible.

Everything for sale during our pre-order is hand made, so natural variances happen.  If you are unhappy with the color of a polish you receive (and it's not a known batch issue) you can send the product back at your expense for a full refund. If you just aren't vibing with the item once you see it in real life, head over to the BST Group and try and sell it to other PPU fans. 

PPU features with brands from all over the world! Unfortunately, that means that sometimes packages from other countries get seized, lost in transit, or extremely delayed. When these situations occur, we are left with no other choice other than to refund you for the product.

We will send an email alerting those affected of this; we email the address given when you placed an order. Be sure to check your spam folder. Items may sometimes (not always) be added to future shops for purchase if the brands package does arrive to PPU HQ. We will try our best to make sure those affected get 'first dibs' if the polish becomes available.

We stand behind the items you purchase for six months. If the item is older than six months and you have concerns, we ask that you contact the brand directly. 

Refunds

Because of the nature of Polish Pickup and it's pre-order style, all sales are final. Refunds can be issued ONLY during the 4 day sale period, and not after. Damaged or incorrect orders will be refunded any time.

Orders somehow placed after the site goes down at 12:01am eastern on the final day will be cancelled. We can not accommodate any orders after the shop is closed for the month.

Also orders placed on Thursdays before the shop opens on Friday.

Neither of these scenarios pertain to 'basic essentials' or gift cards.

Yes, US only. We will combine into the highest total shipping option. Example: You place an order with $5 shipping, then another order with FedEx for $7.50 shipping. We will refund $5. 

Shipping

We offer many shipping options!

  • Weight: 0.0 - 7.0 oz $4 (this will be 3 nail polishes)
  • Weight: 7.1 oz+ $6
  • Boxed Flat Rate: $10
  • UPS ground will ship either bubble mailer or box based on the size of your order

Yes. However, starting in March 2022, Polish Pickup will no longer be offering subsidized shipping to Canada. We have been fighting skyrocketing shipping costs for the last two years (like everyone else) and it has just become unsustainable for us. We are not cutting off shipping to Canada. We will be offering both USPS and FedEx shipping to Canada at cost.

Yes, we ship at cost. UK ships Fedex only. Occasionally international orders are subject to delays. Please allow up to 90 days from the date of shipment for your order to arrive.

PPU is a pre-order, and it can take 3-4 weeks to receive your order once the shop closes. Canadian and international orders can take much longer. We ask that you allow up to 90 days from the date of shipment for international orders to arrive. For US orders, please contact customer service within 60 days of order placement if you have not received your order.

Wondering why your order hasn't shipped yet? Find out what we may still be waiting on here: ORDER UPDATES 

If your package is marked as delivered and you have not received it, please check with your neighbors or shipping company before contacting us. We also ask that you wait an additional day for delivery, as some carriers mark packages as delivered and they don't arrive until the next day. If it's been 72 hours and you still don't have your package, please reach out to us. 

Shopping

The shop opens at 11am eastern the first Friday of every month, and closes at 11:59pm eastern the first Monday of every month.

If you are seeing a sales tax charge, it means we hit the minimum sales requirement in your state and are abiding by state sales tax law. Each state will be different.  

Typically when you don't see a product you know is supposed to be offered, it means the maker either pulled their product for the month, or more commonly they haven't sent their info or pics in to PPU HQ yet. Products will be added and updated all week leading up to the shop opening on Friday.

The wishlist is an app offered through Shopify and we have no control over issues relating to it. To ensure that your choices are saved, confirm that you are logged into your account on the website so that your wishlist will be saved for later use across all your devices. 

If you're having issues try clearing your cookies/cache, use a different browser, or an incognito tab on Google Chrome. If all else fails we also recommend a backup method (like a notepad, text file, or screenshot) to save you searching should your wishlist fail.