Here we've listed frequently asked questions belonging to products, services, etc. If you don't find the answer, just email us at firstname.lastname@example.org or submit the form below.
1. Can I change the shipping address for my order?
Yes, if the order has not yet entered the packing process, we’re able to change it for you. Please email our Customer Support team by clicking HERE with your order number and the updated address ASAP.
2. I only received part of my order.
Don't worry, your order may have been split into more than one package. The packages have been separated after shipping and it may take a little longer for them to arrive. If you still do not receive the package or cannot find the tracking within 2 weeks, send a request to Customer Service by clicking HERE.
3. Can I cancel my order after I’ve placed it?
Yes, if the order has not yet entered the packing process, we’re able to cancel the order for you. Email us at email@example.com or click Here with your order number ASAP (within 24 hours).
4. Can I change the billing address for my order?
Unfortunately, we are unable to edit the billing address once an order has been placed. Not to worry! It appears that you were able to successfully place your order. As long as your shipping address is correct, you will be able to receive your order!
5. Can I modify my order after I’ve placed it?
No, unfortunately we cannot modify orders once they have been placed. All sales are final. So sorry for any inconvenience! CONTACT US for further support.
6. I received broken / wrong item(s) in my order.
We do our best to get your order to you in perfect condition, but mistakes can occasionally happen. Please contact our Customer Care team by clicking HERE within 14 days of delivery so that we may help you further. Please be sure to provide photos/videos of the broken product, so we can best assist you!
7. Do I have to create a MelodySusie account to shop?
An account is not required in order to shop from our site! But we do recommend that you create an account, as it makes it easy to check on the status of an order and gives you access to your full order history. You can also save your shipping information for a quicker checkout experience!
8. How long should I wait for a reply from customer service?
Our Customer Service commonly can respond within 24 hours, and it may be extended to 48-72 hours under special circumstances such as holidays.
Payments, Promos & Gift Vouchers
1. How can I pay for my order?
We accept all major credit cards, as well as PayPal, Apple Pay, Google Pay.
2. Will I be charged International Bank Fees?
When placing an order, the final total you see during checkout is in USD. Once your bank pulls the funds, they will account for the current exchange rate. Your bank may or may not charge additional fees for international transactions. Please reach out to your bank for more information on any additional charges/fees!
3. It looks like you charged me twice for my order.
If your credit card was declined when you first tried to place your order, you’ll see a pending transaction in your account. Don’t fret! We do not capture funds for declined transactions, and this charge will automatically drop off your statement within a few business days. (normally 1-3 days)
4. Can I get a refund if the price has changed?
Unfortunately, we are unable to honor any promotions for orders placed outside of the promotional time frame as this would be unfair to the rest of our customers. We’re so sorry for any inconvenience, and appreciate your understanding!
5. How can I redeem the Promo code & eGift Card Code?
Easily apply the promo code to your order at checkout, learn more from HERE.
6. Why Isn’t my promo code working?
We recommend copying and pasting your exact code into the coupon box to apply your discount. Keep in mind that promo codes cannot be combined, nor can they be applied towards shipping. Some promo codes only valid for specific products or collection. And they typically cannot be used during promotions as well, so double check the fine print when a promotion is live to be sure!
Shipping & Delivery
1. When will my order ship?
Our products usually – key word usually – ship within 1-2 BUSINESS days (business days do NOT include weekends or holidays)! However, if we have some crazy promotion or a new launch, orders may take a bit longer to process, we’d appreciate your patient! Once your order has shipped after 2-3 business days, you will receive a shipping confirmation via email with a tracking number.
2. My tracking is not updating.
We're so sorry for the delay with your package! Although tracking does not indicate this, we can assure you that your package is still in transit to you. Sometimes the tracking information can be updated in time, please wait patiently.
3. My package says delivered, but I didn’t receive it.
Sometimes the tracking information can be incorrect, and packages are marked as delivered before they actually arrive! Your package will most likely be delivered within a few days, but it’s great to check with your neighbors and/or post office for more information in the meantime! If you do not receive your order in a couple days, please email our Customer Support team with your order number so that we may assist you further! :)
4. Can I have my order delivered to a PO Box address?
No, we’re sorry we do not ship to PO Box address and APO address, either.
5. Will my package be charged delivery/customs fees?
All international orders are subject to customs and duty fees as defined by the country of import. Unfortunately, we are unable to provide information on whether you may or may not be charged customs/duty fees. Duties will be determined by the country of import of your order based off product value. Please note that For all international shipments (outside the contiguous United States), any tax or duty shall be borne by the buyer.
6. What countries do you ship to?
We happily ship to (almost) all countries worldwide! Unfortunately, we do not currently ship to the following countries: India. We’ll let you know if we cannot ship to your country and will issue the refund to you of your order, so you can place the order with no worries.
Exchange and Return
1. Return Policy
Generally, all of our MelodySusie products have a full 6-month warranty and 30 days money-back guaranteed from the receipt of original order. If your product does not meet your needs within this period, feel free to contact us by submitting a feedback form HERE to let us know what we can do to help you.
2. How do I request an exchange or return?
You can submit your request HERE
3. Can I claim the warranty of a gift that was purchased for me?
All MelodySusie products are guaranteed, you can ask the gift giver to provide you with a copy of the receipt or to claim the warranty on your behalf.
4. I need my refund redirected to a different account.
So sorry for the issue! Unfortunately, we are only able to issue a refund to the original point of purchase for the order. Please reach out to your bank for more information on how to reroute the funds to the correct account.
Nail Drills Related
1. Do your products and adapter/plug work in my country’s outlets?
All MelodySusie products come equipped with the correct power supply configuration for the respective region. Note: The package includes a national standard plug or a conversion plug.
2. Do MelodySusie products have a warranty?
All items from MelodySusie have a 6-15 month limited warranty. If you have any questions about warranty details, feel free to contact us.
3. Does the MelodySusie nail drill include bits and attachments?
Yes! It comes with a total of six bits and six sanding bands.
4. What are the drill bit sizes?
All MelodySusie nail drill bits size is 3/32", which is the industry standard nail drill bit size.
5. Do your drills have forward/reverse switches?
Yes, forward and reverse rotation directions are available for left-handed users or others.
6. Do your nail drills offer multiple speeds?
Yes, there is a variable speed feature, controlled by the knob on the power control.
7. Does the nail drill have a foot pedal?
Most of the nail drills don't have a foot pedal except Scarlet, but easy to operate.
Nail Lamps Related
1. What's the differences between UV and LED nail lamps?
There are four nail dryers: fan, UV, LED and dual-band Mixed LED/UV.
• Fans are used for regular gel polish.
• UV lamps emit 350-380nm wavelength light to cure UV gel polishes with 350-380nm photo initiators.
• LED lamps emit 380-410nm wavelength to cure LED gel polishes with 380-410nm photo initiators.
• Dual-band mixed LED/UV lamps emit 350-410nm wavelength light to cure both UV and LED gel polishes.
If you use an LED lamp to cure UV gel polish, for example, the curing time will be significantly longer —or the gel might not even cure at all. We always recommend that you check your current or intended gel polish’s specifications and requirements before purchasing a nail lamp.
2. Can I use a nail lamp to dry regular nail polish?
No, UV or LED lamp is to cure UV or LED activated polishes. They have no effect on other types of nail polishes.
3. Is it true that some nail lamps won’t cure?
While manufacturing defects do happen (and in MelodySusie’s case are covered by a generous warranty), user error is the most common cause of problems. Every gel polish has its own curing time and specifications. It’s crucial that users thoroughly review the specifications of their gel polish and nail lamp before purchase/use.
4. Can UV/LED lamps harm the skin on my hands?
UV exposure time is very short for nail drying (you’ll get more UV exposure on your face while driving), and LED exposure is even safer. If you want to be extra-safe, you can choose to wear a pair of UV protection gloves while curing.
5. What is the recommended cure time for base, polish, and top coats?
Again this will depend on the specifications of the polish or base/top coat. LED lamps are typically faster-curing. Expect around 60 seconds for a base; 60-90 seconds for gel polish, and 1-2 minutes for the top coat. For UV nail lamps, the time required is approximately double.
6. Can your nail lamps cause burning to my hands or nails?
Under normal operation, no. Burning usually occurs when either the nail plate has been compromised (filed too much, torn, or broken) or the product has been applied too thick. “Flash time" happens 2 to 4 seconds into curing time, depending on the gel formulation. It refers to a small amount heat as the chemicals react with the light and each other in order to set and cure. Some have more sensitivity to it than others, but it is a normal part of the process. It can be momentarily painful for some. If you feel any discomfort, remove your hand and set it in front of the lamp indirectly for about 10 seconds, then place it under the light again to cure for the full time.
7. Do I have to replace nail lamp bulbs?
For LED nail lamps, you don't need to replace the bulbs. For UV nail lamp, you should replace bulbs according to the included instructions.
8. How long does gel nail polish last with MelodySusie nail lamps?
Total manicure time depends on a number of factors, such as: nail lamp wattage, application technique, color/brand of gel polish, etc. For the longest-lasting manicures, apply several thin coats of gel and use a base and top coat.
Gel Polishes Related
1. Does gel polish damage or weaken your nails?
Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. We run discounts and promotions all year, so stay tuned for exclusive deals.
2. Why is my gel polish lifting/peeling? How can I prevent it from happening again?
Premature lifting or peeling is often caused by improper nail preparation. Before applying gel polish, make sure your nails are completely dry. Don’t apply right after taking a shower, washing dishes, swimming, etc. Lightly buff your nails to rough up the surface and then wash them really well with an alcohol-based cleanser to remove any oils. Don’t apply lotion or oil to nails prior to applying gel polish. You can use them after your manicure is complete.
Other possible causes are excessive exposure to water and/or steam like from washing your hands a lot or wearing rubber gloves. If your nails are already brittle, weak or damaged, gel polish may not adhere well. Gel polish adheres best to healthy nails. If your natural nails are peeling, the polish will also peel right along with it.
The brand of the base coat could also be the culprit. Do some experimentation to find the brand that works best for you since they don’t all wear the same on everyone.
3. Why is my gel polish cracking? How can I prevent it?
If your natural nails are thin, flexible and easily bent, the polish is very likely to crack. You could try applying acrylic nail enhancements to strengthen your nails and prevent them bending.
4. How do you prevent gel polish “shrinkage”?
First, ensure that the bottle of polish is well shaken/mixed. Sometimes the ingredients can separate and cause shrinking. Another cause of shrinkage can be the improper preparation of your natural nail plate. Clean your nails thoroughly with a 91% or higher alcohol solution prior to application to remove any oils or residue.
Apply the gel polish onto only one or two nails and cure them for just a few seconds to give them a partial cure (also known as flash curing). It will make sure the polish stays in place while you apply polish to the rest of your nails. Once you have all of the nails polished and flash cured, you can cure them all for the full length of time.
5. How do you work with gel polishes that are thick and tend to “wrinkle” when curing?
Some of the highly pigmented gel polishes are thicker and will wrinkle when curing them. With these polishes, it’s important to apply very thin coats. You can also try warming the polish by placing the bottle in warm water before using it. Lastly, there are gel polish thinners which can make the consistency a little thinner and easier to apply.
6. How to prep natural nails for Gel Polish Application
Keep them dry! - Thoroughly dry your nails before applying any gel polish or base coat… do NOT use water.
Cuticle Care - The cuticle is the dead skin that attaches to the nail plate at the base of the nail and it needs to be carefully pushed back and removed from the nail so that your gel polish can adhere properly.
Buffing - After caring for the cuticles, buff the nail plate with a fine grit buffer. Be sure to buff the entire nail plate from edge to edge!
Cleansing & Priming - After buffing you will need to remove all of the
7. Why is my gel polish not curing/hardening?
Make sure the gel polish you are using is compatible with the type of nail lamp you have (i.e. fan, UV nail lamp or LED nail lamp).Please note that the LED nail polishes cannot be cured by UV nail lamp.
Darker colors need longer curing times. Make sure to apply the gel polish as thin as possible.
Use an alcohol cotton pad to wipe the nails if they are still tacky/sticky after your final coat has cured.
8. What are the right steps to do a manicure?
Prep your nails by filing, lightly buffing, washing and dehydrating.
Apply a thin layer of base coat and cure it.
Apply 2-3 color coats of preferred gel polish color, curing between each coat.
Apply a thin layer of top coat and cure it.
Wipe the tops of your nails with nail cleanser or sterile alcohol wipes to remove any tackiness.
9. How to remove the gel nail polish?
Protect the skin around your nails with petroleum jelly.
Soak some cotton balls in acetone and wrap them onto your fingers using aluminum foil.
Remove the foil and cotton balls.
Gently remove the softened polish. If the polish doesn’t easily come off, don’t scrape too hard and risk damaging your nails! Soak for a few more minutes until the gels are totally dissolved and try again.
Condition your nails.
10. How to file off the gel nail polish?
Trim your nails.
File down the surface of the gel nail polish.
Look for signs that you are close to the natural nail.
File the remaining gel with a finer-grit file.
Condition your nails.
11. How to peel off the gel nail polish?
Wait until the nails are mostly chipped away.
Insert a cuticle stick under the surface of a gel. Work it gently under the gel until the gel is slightly raised around the edge.
Peel off the gel.
Condition your nails.
12. How to soak off the gel nail polish?
Buff the shine or top coat off.
Soak in acetone for 15-20 minutes.
Use a cuticle pusher to scrape the gel polish off the nail.
Lightly buff any remaining gel polish off the nail, careful not to file too much or you will weaken your nail beds.
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