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ABOUT PRODUCT & GENERAL QUESTIONS

1. What type of products does Mermaid Dip offer?
   Currently, we offer an assortment of dipping nail products and kits for both salon professionals and nail enthusiasts. Our goal is selling more variety nails products in future, and will established a one stop convenience store for all nail’s products.
   
   
2. How do I achieve shiny nails?
   Be sure to follow these tips carefully:
   1. Apply activator #3 and wait for 3-5 minutes before you applied Top Coat #4.
   2. Go back little bit, before you apply #3 and last step is #4, You have to smooth the nails surface by using a 180 grit buffer, buff nails to a desired thickness. Then, finish off smoothing the nail surface with a 240 grit buffer.
   3. Make sure you buff it smooth and even.
   4. Wash hands & nails thoroughly.
   5. Use a lint-free cloth to wipe every crevice of the nails with alcohol.
   6. Now we go back to number 1 above. Apply a coat of Activator evenly. Allow 3-5 minutes for nails to dry.
   7. Apply a coat of Sealer in quick, thin strokes. Allow 2 minutes for nails to dry.
   8. Apply a second coat of Sealer. Allow 3 minutes for nails to dry.
   
   *** Please watch videos our YouTube channel to see many DIY nail’s styles and how to make your nails last long with dipping. Our YouTube channel is MermaidDip DIY Nails ***
   
   
3. How do I prolong the wear of my nails using Mermaid Dip products?
   The best way to prevent chips and maintain perfectly polished nails is to start with careful preparation. The key is to clean hands, nails, and cuticles thoroughly from dust and oil before application. For more information, visit our YouTube channel is MermaidDip DIY Nails to see how you can prolong your manicure using Mermaid Dip products. Be sure to carefully follow our instructions booklet for long-lasting, beautiful nails!
   
   
4. My Base is lifted & Sealer is not shined. What happened?
   The #2 Base and #4 Top Sealer are strong adhesives. There are many reasons cause your base is not attached well to your real nails plate. Here are possibly reasons, please avoid:
   • You did not clean and dehydrated your nail’s plate well enough. Washing your hand thoroughly is not enough. You have to clean your nail’s plate by 90% alcohol to remove natural oil residual, make your nail’s plate coarse. How coarse is good? Please watch our video on YouTube channel MermaidDip DIY Nails.
   • You didn’t use our base powder. Not all base powder is the same. Our base powder formulated with vitamin E, calcium, and adhesive elements to create a strong long-lasting base.
   • Please do not use un-quality dipping powder which can cause cracked, broken, and lifted.
   • Your dipping liquid is old, dried out, air in when cap loose could change the liquid’s formula. Liquid could be mixed, or acetone dripped in when you clean the bottle’s neck
   • During application, please be careful not to get product on the neck and rim of the bottle. This may seal the cap shut, making it difficult to open for future use. After each use, be sure to clean the neck and rim thoroughly with a lint-free cloth soaked with acetone. Be careful not to get acetone within the bottle itself. For best results, store bottles upright, in a cool environment, & away from direct light. Mermaid Dip products are extremely heat and light sensitive.
   • Please note to never soak the bottles in warm water or acetone.
   
   To avoid those reasons above and getting the best result, please watch videos our YouTube channel to see many DIY nail’s styles and how to make your nails last long with dipping. Our YouTube channel is MermaidDip DIY Nails.
   
   
5. Do your products have an expiry date? What is the shelf life?
   Mermaid Dip Powders: Best when used within 24 months of purchase. Store in a cool and dry area. Keep out of direct sunlight for maximum lifespan.
   Mermaid Dip Liquids: Best when used within 12 months of purchase. Be sure to wipe neck of bottles clean after each use. Store in a cool and dry area, away from direct sunlight.
   
   
6. What if I am allergic to your products?
   Due to sanitary reasons, we have a strict no return, refund, nor exchange policy. If you have allergies or are sensitive to some nail or cosmetic ingredients, please email us at support@mermaiddip.com to request for a full list of ingredients in which you can review with your general practitioner. We recommend only purchasing one item at a time to test for any type of reaction before purchasing multiple items.

ABOUT ORDER

1. Do you have any minimum order?
   No.
   
   
2. How can I change my order?
   If the status of your order is still PROCESSING, just contact us by clicking the Chat with Mermaid Dip button beside your order. Our customer service will take care of it for you if your order has not been shipped out. If your order has been shipped out, we cannot change it.
   
   
3. How can I change my payment method?
   Contact us by clicking the Chat with Mermaid Dip button beside your order. Our customer service will take care of it for you if your order has not been shipped out. If your order has been shipped out, we cannot change it.
   
   
4. What will happen if there are out-of-stock items in my order after payment?
   Usually there are 5% items out of stock. For any reason during our processing period, where we are not able to fulfill your order; you will be notified via email, and issued a refund/credit for the missing item that is temporarily out of stock. In cases such as this, you may be able to exchange/ substitute the out of stock item for something else available in our store, for the same price/value.
   
   
5. Can I confirm stock status with you before payment?
   Yes, you can contact us before payment, we’ll check and inform you which items are out of stock. But as you know, our stock status is changing every hour, so we can’t promise that the items will be still in stock when we prepare your order.
   
   
6. What should I do when fail to place order?
   Following Steps:
   A. Use other browsers. There’re many browsers you can use, such as IE, Firefox, Google chrome, Safari, Opera, etc.
   B. If it still doesn’t work, you can copy the goods list including item number, size and color; send us by email together with your username on our site, and also your full shipping address. We’ll place the order for you and then let you know.
   
   
7. Can you separate my order to several packages in order to avoid tax in custom?
   We do not ship internationally at this moment. Sorry for the inconvenience!
   
   
8. How do I track my package?
   All available tracking information has been provided under My Account > Orders. But if you do not select the shipping with tracking number there is no tracking information. If you ordered multiple items, you may receive separate shipments according to the stock with no additional shipping charges. If you are not satisfied with your purchase, you may be eligible to return your item(s) by contacting Customer Service within 7 days of receiving your package. For more information, visit our Return Policy.
   
   
9. How can I cancel my order?
   You can send us a message by logging in and clicking on the "Chat with Mermaid Dip" button beside your order detail. Select "Returns and Refunds Policy" from the drop-down list and let us know what you need. We will message you back to confirm whether your order could be canceled at time.
   
   Please note: Cancellation of orders must be done within 24 hours once the order has been place.
   Please keep your invoice number on hand, you need it when sending in your cancellation request.

SHIPPING

1. How do I track my package?
   All available tracking information has been provided under My Account > Orders. But if you do not select the shipping with tracking number there is no tracking information. If you ordered multiple items, you may receive separate shipments according to the stock with no additional shipping charges. If you are not satisfied with your purchase, you may be eligible to return your item(s) by contacting Customer Service within 7 days of receiving your package. For more information, visit our Return Policy
   
   
2. Where is my tracking number?
   Your tracking number is the series of Letters and number lay along with airplane and truck icons. You can track your package by clicking on the tracking number. Then, you can use your tracking number to create query on the website source. The parcel information will be traced when you submit.
   
   
3. How do you calculate shipping rate?
   Shipping rate is counted automatically by system based on parcel’s weight and destination.
   
   
4. How long will it take to get my order?
   Since receiving your payment, we’ll start to prepare goods. Usually we take 2-3 days to finish the preparing and then send them out.
   1. If all your items are in stock, we'll send it in 24 hours after receiving your payment.
   2. If several of your styles are out of stock provisionally, we’ll take 2-3 days to get it from factory.
   3. If those item which are out of stock cannot arrive in the short term or stop production, we will message you to refund that price to you.
   
   
5. I can't check package after receiving the tracking number?
   The tracking website usually delays on updating the information on their website. So please be patient and check it sometime later.
   
   
6. How can I know the shipping rate when order?
   All shipping fees are counted by our system. You can try to add the items to cart then click “check out” before submitting the order, you can see the shipping rate.
   
   
7. Why doesn't my tracking number work?
   Tracking information is available after 1-2 days since the day it has been shipped. You can track your order again couple days after it has posted under My Account.
   If after 2 -3 days, the tracking number still does not work, contact us by clicking the Chat with Mermaid Dip button beside your order. We will check it to make sure the link and number is accurate, and also inform you about your order in a better way. Thank you and it is our pleasure to serve you!
   
   
8. Tracking states my order was delivered, but it wasn’t. Where is my order?
   If tracking states your order was delivered, please first check with household members, neighbors, building managers, and others in the area to see if they may have received your package. If the address is accurate and you are still unable to locate your order, contact your local post office to see if they might have it. Sometimes orders accidentally get marked as delivered even though they are waiting at the post office or are still in transit. If the carrier is unable to locate your order, contact our support team at support@mermaiddip.com and we will happily assist!

PAYMENT

1. Do you offer any discounts?
   Yes. We will send you emails for coupon frequently when you subscribe us. You can check your account to see your credit balance when we have promotion.
   
   
2. What forms of payment do you accept?
   CREDIT CARDS – We accept the following credit cards as payment, via swipe or contactless payment: American Express, VISA, MasterCard, Bravo, International Diner’s Card, Discover Card, JCB and China Union Pay. You may see the details in Payment methods.
   
   
3. I want to make payment by Credit card but don’t currently have a PayPal account, is that OK?
   Yes, sure, it’s OK. You can just choose to pay by PayPal, then click “pay” button and there will be a webpage for you to enter your credit card information. If anybody used PayPal in your computer before, you need to clean all the cache of your browser, then can pay by Credit card successfully. Here’s a guideline on how to operate it Payment methods.
   
   
4. What is Sales Tax?
   Current law requires us to collect sales or other applicable state taxes, based on the order's "ship to" address, in those states or jurisdictions where MermaidDip stores are located. MermaidDip follows the guidelines for each state as they pertain to your order. Most states assess sales tax on shipping and handling charges. Tax displayed during the checkout process is an estimate and is labeled accordingly. All applicable taxes will be clearly displayed on the invoice that accompanies your order.
   
   
5. How much is Sales Tax?
   Sales Tax is calculated on the total merchandise value of your order, after discount. The tax is calculated based on combined state and local tax rates, as applicable, and the items you are purchasing.
   We'll always show you how much Sales Tax you'll be charged when you go to checkout. The Sales Tax shown at checkout will be for your default address and will be updated if you change your delivery address.
   
   
6. Will Sales Tax be refundable?
   In case if you return your item for a refund, the Sales Tax will also be refunded back to your original payment method.

ACCOUNT AND SETTINGS

1. If I forget my password, how can I get it back?
   You can request changing password by hitting “forgot my password” in log in box. Or you can click the Contact Us link at the bottom of the page and send us a message for assistance. We will help you reset the password.
   
   
2. My browser doesn't seem to be compatible with your website, any others recommended?
   We recommend using Chrome or Firefox but any modern browser should work just fine. Here is the links to download:
   https://www.google.com/chrome/browser/desktop/
   https://www.mozilla.org/en-US/firefox/new/

WISH LIST

1. How do I create a wish list?
   It is as easy as a few clicks! While browsing, if you like what you see and want to add it to your Wish list, simply click the Add to Wish List link.
   
   
2. Where can I view my wish list?
   There is a direct button view wish list leading you to view your wish list after adding items to your wish list. You can click the Wish List button next to My Account button on the top of page. Login to your member account and view My Wish List where you will see everything your fashionable heart desires, of course, you must login first!
   
   
3. Can I share my wish list with my friends and family?
   Absolutely! It's the perfect way to give your gift-giving friends and family a little nudge in the right direction. Click the Facebook, Pinterest, YouTube, and Twitter icon to share.

RETURN & FEEDBACK

1. What about returns and exchanges?
   We have a well-established compensation system for unamendable defective /missing /wrong items; full details can be found in our Return policy.
   
   
2. Where can I complain if I have problems after receiving the package?
   Just click the Chat with MermaidDip button beside your order.
   
   
3. What if my package was damaged during delivery?
   Once you receive your package, please be sure to check for any damage. If the package was damaged during delivery, you can request “Proof of Damage” documentation from the carrier. You can use this when contacting Customer Service to arrange for damage reimbursement.

PARTNERSHIPS

1. I am a blogger / youtuber / influencer. How can we collaborate?
   To quantify the performance of sponsorships, MermaidDip partners with bloggers, public Instagram, Facebook, or YouTube accounts with 1,000 followers/subscribers or more displaying nails, beauty, or lifestyle-centric content.
   Please contact us at support@mermaiddip.com. Our friendly team member will contact you to discuss the opportunities in working together!
   
   
2. I am interested in carrying MermaidDip products. How do I become a distributor?
   Please send an email to support@mermaiddip.com and provide information about your business. One of our team members will reach out to you to discuss the opportunities we have in working together.

PROMOTION TERMS & CONDITIONS

Promotions are valid while supplies last, one coupon per customer per transaction. Promotions cannot be combined with any other offers. Offer cannot be applied to previous purchases and cannot be redeemed for cash. Terms of offer are subject to change. To prevent fraud or abuse, we reserve the right to discontinue or modify this offer or cancel any order. Exclusions apply. Unless otherwise stated, discounts are not valid on kits.

We run special promotions and giveaways to our email list subscribers and social media followers. These offers are valid for a limited time so be sure to act quickly when you see them! Don't forget to subscribe to our email newsletters or Instagram/ Facebook to be the first to know about special offers!