Ordering & Billing
Most billing questions are your bank, not your order
Holds, pending amounts and the wait on a refund are set by the card issuer. What we do control is verification, cancellation and how fast a refund leaves our side, and all of it is written out below.
The four that come up most
Verification is automated
The processor flags an order, not a person. Send the documents and it moves the same day.
A hold is not a charge
Failed payments still create one. Your bank places it and your bank releases it.
Cancel in the first hour
Orders reach packing fast. After it ships we cannot cancel or modify anything.
Refunds take 7 to 10 days
We send it back to the original method immediately. The issuer sets the rest.
Order verification
Every order runs through automated fraud screening at our payment processor. When one is flagged we have to confirm that the payment method, the shipping address and the identity all match before we pack it. The screen flags orders, not people, and the request is identical for everyone it catches.
We email you at the address on the order
Which is why the contact information on your order matters. A typo in an email address turns a one-day hold into a cancelled order. Check spam and junk if you are expecting us.
Send one or two of these to support@c8nailsupply.com
- Valid photo ID whose name and address match the payment or shipping address. Cover the ID number and anything else not needed
- Photo of the card used, showing the name, last four digits and expiration. Cover the rest of the number and the CVV
- A utility bill for power, water, gas or cell phone, matching the name and the billing or shipping address
We may also ask for photo proof that the shipping and billing address match the delivery address. Send only what is asked for.
One week, then the order is cancelled
If we cannot confirm the information within a week, we cancel the order and refund the original payment method in full. Allow the bank or card issuer 7 to 10 business days to make that balance available again.
In store, verification may be requested on certain payment methods. Bring physical photo ID, because digital images are not accepted at the counter.
Holds, pending amounts and what your statement shows
This is the most common call we get, and the answer is almost always the same.
A failed payment still places a hold
When a card is presented, the issuer holds the amount while it verifies. If the payment then fails, the hold usually stays until the issuer clears it on its own schedule. We never received that money and we cannot release it.
Pending is not final
Read your posted transactions, not the pending list. Pending and processing entries are temporary records held by the bank or card company, and they routinely differ from what actually settles.
Shipping can appear separately
Some payment methods split the shipping charge from the order total, or place both amounts on hold at once. Two entries on a statement do not mean two charges.
Cancellations, changes and refunds
A filled square means there is something we can do. A hollow square means the window has closed.
Cancelling an order
Tell us as soon as you know. Orders are processed on receipt and sent to the packing team quickly, and after roughly 1 to 2 hours we may not catch it in time.
Phone is faster than email for this. Call 714-868-7088 rather than writing, because a cancellation is a race.
Cancelling after it ships
Once an order has shipped we cannot cancel it. You can refuse delivery with the carrier, and the shipping fee may be deducted from the final refund.
Adding, removing or changing items
Modifications are not guaranteed and may delay your order. Once it has shipped, nothing can be changed.
The same applies to name, address, billing and shipping details after the order is confirmed. We will try, and often the only route is cancelling and placing a new order. Note that a cancellation cannot be reversed, and the funds may sit with your bank for a few business days.
Refunds for stock we could not fill
Inventory errors happen. When we cannot fill one or more items, that amount goes back to the original payment method. We may contact you first, and either way a notice goes to the same channel that carried your order confirmation.
Allow 7 to 10 business days for the bank or card issuer to make the funds available. Once an item is refunded we cannot charge you again without a new order being placed.
A promotion you missed
Discounts cannot be added once checkout is complete. Review the cart before paying and confirm the items, the expected discount and the code.
We also do not price match a previous order that shipped before a promotion began. Promotional periods have start and end dates and orders are priced at the moment they are placed.
Sales tax
We collect sales tax where we have an obligation to. The list changes as rules change, so treat this as current rather than permanent.
States where tax is collected today
Washington, Kentucky, Maryland, North Carolina, Ohio, Virginia, New Jersey, Illinois, Georgia, Florida, California, Tennessee, Minnesota, Michigan, Louisiana, Indiana, Colorado, Nevada, Utah, Arkansas.
Tax exempt or buying wholesale? We need your current exemption certificate on file and a custom order created before checkout. Without the certificate the order is taxed at your local rate. Full detail on the tax exempt and educational purchases page, or call 714-868-7088 and we will set it up.
Confirmations, marketplaces and pay later
Three smaller things that generate a surprising share of the phone calls.
You should get a confirmation within minutes
It arrives by email or SMS depending on what you gave at checkout, and tracking follows by the same channel. If it does not arrive, check junk and spam first and mark the address as approved. If it is genuinely missing, call us so we can confirm the order exists and correct the contact details.
PayPal, Amazon, TikTok, Meta and other marketplaces
We sell through several third party marketplaces. Processing times, prices, policies, privacy options and contact routes can all look different there, because that platform sets them. For the fastest answer, contact us directly on 714-868-7088 rather than working through the marketplace.
Shop Pay, Affirm and buy now pay later
These are run by a third party financial service. We cannot review your account, your payment schedule, or how a refund appears on your statement. Contact the provider directly for anything about the plan. Anything about the goods themselves is ours, and we are happy to help.
Best contact information matters. Put a phone number and an email you actually read on the order. Verification, substitution calls and refund notices all go to what you supplied, and a stale address is the most common reason an order stalls.
Shipping timing, rates and damage claims live on the shipping and handling page.
What can and cannot be returned is on the returns and exchanges page. Anything applied is final sale.
Everything else is answered in the FAQs.
Talk to a person
Verification, a hold you do not recognise, or a cancellation that has to happen now.
Call 714-868-7088 Text 714-263-6838 EmailOr come to the counter
13858 Brookhurst St
Garden Grove, CA 92843
Open 7 days, 9:00am to 7:00pm
Excluding holidays
Contact Us
Unable to find answers to your Nail Questions - Contact Us during our business hours - 714-868-7088 or email support@c8nailsupply.com