FAQ

PRODUCT & STOCK

Is Nanacoco cruelty-free?

Yes, we are 100% cruelty-free.

Are your products vegan?

Currently, we have a limited amount of vegan items. Our Nanacoco Professional Nail Lacquers are vegan and any other products that are vegan will say so. You can check out our full collection of vegan products here. Nanacoco Professional’s goal for the future is to incorporate more vegan items into our Nanacoco Professional collections. Customers who are subscribed to Nanacoco.com will be immediately informed of new vegan products as they launch.

Do you use parabens in your products? How can I find out the ingredients of a product?

All of our products are paraben free except our Nanacoco Classic Eye Pencils w/ Sharpener and Nanacoco Eye Pencils w/ Eyebrow Brush & Comb (SKU #’s 22251, 22252, 22256, 22257).

Each product on our site has a tab that lists every single ingredient in each of the product’s formula. If a certain shade in a collection is slightly varied from the rest the item is listed with its own ingredient list.  

How can I find out about upcoming launches & restocks?

Nanacoco is very communicative with its customers about future launches and restocks! You can find new launches under the "NEW" tab on Nanacoco.com, on our various social media platforms, and if you subscribe to our newsletter.

How often do you restock items once they are sold out?

We aim to restock every week, but restock dates vary depending on product availability. You can always email us at info@nanacoco.com or reach out to us on our various social media platforms.

Do you have a product catalog? 

Yes, we have a physical and digital version of our product catalog for our distributors and wholesalers. Please email us at info@nanacoco.com if you are a distributor or wholesaler who wants to carry Nanacoco Professional. All items are displayed on our website for our Nanacoco customers.

SHIPPING, PAYMENT, & RETURNS/EXCHANGES

Oops! I've given you the wrong address. What do i do?

Our Nanacoco representatives are able to be reached from Monday to Friday, 8AM to 5PM EST. Please email us about your order at order@nanacoco.com with an updated address immediately after placing the order and our representatives will manually change your address in our system. Please include your name and order number when inquiring about your order.

Do you ship internationally?

Right now, we do not ship internationally. Our ultimate goal is to expand our brand online globally and are working on making this happen in the near future. We will keep customers and fans of the brand apprised of this shipping addition to our website once the option becomes available.

Do you ship to Canada, Mexico or Puerto Rico?

We do not currently offer shipping to these areas.

Do you ship during holidays? Can I get a hold of someone on a holiday?

Nanacoco.com representatives participate in all federal and bank holidays. Orders are still able to be placed on a holiday. We will start processing and fulfilling orders again on the next business day after the holiday. A representative will respond to each customer within 24HRs or less after the inquiry is placed.

What methods of payment do you accept?

Paypal, Visa, Mastercard, Discover, AMEX, and Afterpay.

Who can use Afterpay?

In order to sign up for Afterpay, you must be 18 years or older, have a US debit or credit card, and have a US resident address. Please click here for further information about Afterpay.

Why is my credit/debit card not being accepted?

Depending on your financial institution, your shipping and billing address may have to match during the ordering process and your payment may not be accepted by our shopping platform if this is the case. Please be warned, that your financial institution may place a temporary hold on your card for three to five business days if your order is declined due to this reason. If you are inquiring about a hold on your credit card, please email us at order@nanacoco.com and a representative will get back to you within 24HRs, Monday to Friday 8AM to 5PM EST.

Does Nanacoco have gift cards?

Yes! Not sure what to buy that special someone? We now have e-Gift Cards that are delivered by email with instructions on how to redeem them at checkout on nanacoco.com.

Do you offer discounts or promos? Any coupon codes?

Yes, Nanacoco.com offers a variety of holiday, monthly and/or day-to-day discounts. Special offers are posted on the website, social media, and emailed to Nanacoco.com subscribers if a sale/promo is active on our website. Promos/sales are subject to change or may expire at any given time and will be posted on the website if changes occur. Special promo codes are also posted on the website on our offers page, social media, and/or emailed with a variety of coupon codes. Stay in the know by subscribing today!

Do you price match your items to other sites?

As many sites have our items at different price ranges, we do not price match at this time. Our prices on Nanacoco.com are usually the most competitive.

What is the status of my order/ how do I track my order?

Nanacoco.com will send you an automatic confirmation email reassuring you that your order is being processed. You are able to login to your account and check on your order’s tracking information. Once the order has shipped, you will get an automatic email with tracking information included. Should you ever have any questions about your order, please email us at order@nanacoco.com and a representative will get back to you within 24HRs. Our representatives are available Monday through Friday, 8AM to 5PM EST.

How do I change or cancel my order?

You are able to cancel your order if you email us at order@nanacoco.com within the first three hours of placing your order, as we usually ship within a 24 to 48HR time frame. We will then reverse the transaction.

Do you offer refunds?

We value everyone as a Nanacoco customer and want to make sure you are satisfied, so we have "Love It In 30 Days" Guarantee. Please refer to our Love It In 30 page for more details.

What if my item arrives damaged or defective?

We will replace any item that may have been damaged during shipping. Please email us at order@nanacoco.com with your name, order number, and a photo of your damaged product within three days of your package delivery.

Don't see your question answered? Send us a message using the form below and we will get back to you within 24 hours Monday to Friday, 8AM to 5PM EST.

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