Frequently Asked Questions

If there is a problem with the quality of your items contact us at polishpickup@gmail.com and we will put you in touch with the brand.

While we strive to provide you with a prompt response to your inquiries, please allow 48-72 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.

PPU is invite only. If you have a handmade nail polish brand and have been in business for more than 1 year, you may contact us at polishpickup@gmail.com and we will keep you in mind when we add new brands to our roster. 

polishpickup@gmail.com

or

Contact Page

Please allow 48-72 hours (Monday through Friday) for a response.

You can find us on the following platforms:

• Facebook group where the majority of the excitement is these days. You can find pictures, posts, and information on upcoming sales
• BST/Chat group Here you can buy/sell/swap your PPU items and chat with other nail polish fans in a friendly and inclusive environment.
• Instagram This is your first stop to browse all the offerings for past, present, and future PPU months. 

Our brands and swatchers invest significant time and effort into capturing and presenting photos that are as accurate and true to life as possible. However, variations in computer and mobile device screens (such as privacy filters, blue light filters, and display settings) may cause colors to appear differently online than they do in person.

For the most comprehensive view of each product, we recommend browsing the Facebook group and Instagram, where you can see swatches from a wide variety of people and lighting conditions.

On occasion, a nail polish may differ from its intended color or effect. In these situations, we will work directly with the brand to determine the best possible resolution.

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 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 was founded in April 2017 as a convenient way for customers to shop from multiple nail polish brands in one place while paying a single shipping fee. Each month, our customers vote to select a future theme, and our makers create products inspired by that theme. These items are produced exclusively for the event and are limited edition.

PPU features nail polish and handmade brands from around the world. Because products are made after orders are placed, it can take approximately 3–4 weeks before you receive your order. 

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

• On the first Friday of every month, the shop opens for pre-order at 11am Eastern time and closes at 11:59pm Eastern time on the following Monday.
• PPU informs brands of their sales numbers and the production begins.
• Brands ship their offerings to PPU HQ, and shipping will begin approximately 2 weeks after shop closes.  
• 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. This is how we are able to offer you one flat rate shipping fee. 
• PPU depends on the timely delivery of goods from brands. 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.

Themes suggestions can be made HERE

Voting takes place on our website the Friday before Wishlisting begins

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. In these instances, you may directly email the brand to ask if they have any extras you could purchase from them.

On occasion, a nail polish may differ from its intended color or effect. In these situations, we will work directly with the brand to determine the best possible resolution.

Unfortunately, mistakes do happen. If you are missing an item, please email polishpickup@gmail.com and we will replace it if we can. If there are no extras, you will be issued a refund for the item. In these instances, you may directly email the brand to ask if they have any extras you could purchase from them.

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 invest significant time and effort into capturing and presenting photos that are as accurate and true to life as possible. However, variations in computer and mobile device screens (such as privacy filters, blue light filters, and display settings) may cause colors to appear differently online than they do in person.

For the most comprehensive view of each product, we recommend browsing the Facebook group and Instagram, where you can see swatches from a wide variety of people and lighting conditions.

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 you can send the product back at your expense for a full refund.

On occasion, a nail polish may differ from its intended color or effect. In these situations, we will work directly with the brand to determine the best possible resolution.

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. 

If a chargeback is filed without first contacting us and giving us the opportunity to resolve the issue, the account will be added to our fraud prevention filter and future purchases from PPU will not be permitted.

If a chargeback was submitted in error, we will provide the option to repay the original order amount along with the $15 processing fee incurred by PPU when a chargeback is opened.

Cancellations and refunds are only available during the four day sale period and cannot be issued once the sale has ended. Refunds for damaged or incorrect orders may be issued at any time.

In some cases, packages shipped from international locations may be lost in transit or experience significant delays. Additionally, there are instances where we may not receive the full quantity of products from a vendor, or any extra inventory provided by the maker has already been utilized. When these situations occur, we may have no option but to issue a refund for the affected item.

In these cases, you are welcome to contact the brand directly to inquire whether they have any remaining inventory available.

We offer many shipping options!

To help keep shipping costs as low as possible, orders are shipped in bubble mailers by default. Customers may choose to upgrade to a flat-rate boxed shipping option for an additional fee.

• Weight: 0.0 - 7.0 oz $5 (this will be 3 nail polishes)
• Weight: 7.1 oz+ $7
• Boxed Flat Rate: $12
• UPS ground will ship either bubble mailer or box based on the size of your order

Yes. We offer 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.

We are partnered with Nailland to help international customers cut down on shipping costs. More info can be found HERE

PPU is a pre-order, and it can take 3-4 weeks to receive your order once the shop closes. For US orders, please contact customer service within 60 days of order placement if you have not received your order.

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. 

Orders are shipped by availability, and not by order placement. 

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. 

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

"Pre-order" means that your order isn't made until after PPU closes.

Each item is made by individual brands and then shipped to our PPUHQ in Minnesota where they will pack orders. This means it can take up to 3-4 weeks for US, and longer for international customers to receive your order. 

Yes, US ONLY. We will combine orders with the same customer info (name, email, matching address) and refund excess shipping. You don't need to contact us about multiple orders.

Sometimes our system does miss combines, it can be as simple as your address doesn't match exactly (ie: st. vs. street) If you haven't received a shipping refund by the time the next shop opens, please email us at polishpickup@gmail.com

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.