Refund policy
Damages and Issues
Please inspect your order upon reception and contact us via email at support@tundradip.com immediately if any items are defective, damaged, or incorrect. We will evaluate the issue and do our best to make it right!
For all damages and product issues, we have a 30-day contact window from date of delivery. After this 30 day window, we cannot guarantee replacements and/or refunds.
Address Changes / Issues
We cannot guarantee an address change once an order is placed. Please double check all addresses before confirming your order at checkout! If you notice an address is incorrect, send an email to support@tundradip.com to let us know. If we are able to cancel the order or change the address in time, we will do our absolute best, but make no guarantees. Once an order is shipped, the address cannot be changed, and we are not able to accept responsibility for incorrect addresses on placed orders.
Order Cancellations
Unfulfilled orders may be cancelled if caught on time. Please send an email to support@tundradip.com to request an order cancellation. Our support team is active Mon-Fri during regular business hours and will do our best to accommodate these requests, but cannot guarantee a cancellation in time, as our fulfillment team works separately.
If the order has been fulfilled, it is no longer in our possession and we are no longer able to make changes to it. If we are unable to cancel an order that you no longer want, please begin a return request with support!
Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Tundra Dip does not offer free returns and is not responsible for covering shipping costs for returns. All return processes and shipping methods are up to the customer, so long as they are in contact with us regarding the return.
To be eligible for a return, your item must be in the same condition that you received it, unopened and unused, with the safety seal in tact if applicable, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@tundradip.com. Items sent back to us without first requesting a return will not be accepted. Once a return request has been accepted, you have two weeks to ship, and provide us shipping information with a tracking number.
You can always contact us with any questions at support@tundradip.com.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.
Exceptions / Non-returnable Items
Certain types of items cannot be returned or refunded. These items are listed below.
- Custom Products (such as special orders or personalized items)
- All Liquids
- Final Sale Items (like Clearance or Soon To Be Discontinued items)
- Mystery Items
- Opened or used items
- Gift Cards
- Subscription items
Please get in touch with support if you have questions or concerns about your specific item.
Exchanges
We do not offer official exchanges, as returned items must be inspected before refunds can be processed.
To do an "exchange", simply request a return following the steps above, and when approved, make a separate purchase for the new item you'd like. This item will be shipped out normally, and your return will be refunded upon approval after inspection.
Small Batch Disclaimer
We are a small business, and our products are small batch. We do not make hundreds of items at a time, and when items are remade, they are made to match previous batches to the best of our ability. We do not use machinery to create our batches, everything is handmade with love and standardized material amounts. This may result in slight variation of color and/or saturation of inclusions batch to batch; this is normal. This philosophy also applies to our oils products.
Variations to a degree in which a color is far different than a previous batch will result in a new product being made. At times, products that cannot be remade may be retired permanently. Alternatively, colors may sometimes have an "edit" made to them when previous materials used cannot be sourced any longer and new materials must be used to recreate them, this will then be the version made going forward, and so on and so forth.
While we do our best to avoid overlapping of colors and materials when mixing colors or filling jars, at times, a rogue glitter or foil may make its way into a jar it isn't intended for. We know this isn't optimal, but recommend just picking it out and putting it to the side so long as the main color remains unchanged and unharmed!
We will always do our best to update product pictures with the most accurate depiction and portrayal of a color as possible. Please understand that environment, lighting, skin tone, and so many more factors have an immense effect on color and color theory. If you have concerns or questions, please reach out to our support line for more details.
Product Specifications
Our jars hold 1oz of powder by volume. Weights may vary between batches, as powders and inclusions all have different weights. Our powder is measured in volume, the amount of space a powder takes up, rather than its mass; each jar has an oz of space for the powder to fill up. This allows us to make sure that we are standardizing our product amounts and keeping consistent! The fill line sits where the threads of the jar end, that indicates a full 1oz by volume jar! However, we tend to overfill our jars ;) If you have any concerns about the amount of product you receive in a jar, please reach out to support!
Satisfaction Guarantee
We do not offer a satisfaction guarantee. Each person's nails, application process, and experience using the product will be different; we cannot guarantee that it will work for everyone, as we cannot verify proper use and external factors that may effect the outcome.
We do guarantee that we are ready and willing to help troubleshoot and try to work out any issues you may have with the product! We will ask you to run us through your application process, and work it out with you to see what we could advise to do differently. There are no questions that aren't worth asking, and we have absolutely no problem taking our time to get the product to work for you!
Please contact support@tundradip.com for help.
Discount Codes and Promotions
We frequently offer discount codes and promotions! We absolutely love to run fun new sales and reward our community with discounts and specials as often as we can!
Many of these codes are situational or conditional, whether offered on a live as a special for live viewers only, offered to new customers, or offered under other specific circumstances. We reserve the right to cancel any orders that use codes outside of their intended use or without meeting certain criteria.
Live codes should not be shared outside of a live by any means. Codes meant for new customers or new customer products are redeemable by new customers ONLY. Current customers are not eligible to redeem these promotions, even under new accounts. We encourage current customers to share their referral code with friends and family so they may create and get started with their own account!
Allergen Disclaimer
Our classic nail products are 9free and HEMA free and our pro products are 10free and HEMA free, meaning that they don't contain 9/10+ of the most frequent allergens among similar products. When it comes to allergens or health related questions, we must refer you to a physician and are not qualified to offer specific advice.
Our oil blends contain natural nut and seed oils, and are all blended in a facility that processes products using nut and seed oils. If you have relevant allergies, please check the ingredients carefully before use. Perform a patch test and discontinue use if any allergic reactions occur.