FAQs
FAQ - Frequently Asked Questions
Discounts
Q: Are discounts available?
- A discount code with our host name is currently available.
Shipping
Q: Can I track my order and how?
- After your order has shipped, you'll receive an email with tracking details. Multiple shipments will result in multiple notifications. Track your package at celestia.com/apps/track using your order number, email, or phone number.
Q: How long does shipping usually take?
- Typically, shipping takes about two weeks. Delays may occur due to extreme weather, increased flight demand during the Christmas season, etc.
Q: Can I ship my order to an international location?
- We offer worldwide shipping, but note that shipping to war zones and South Africa is challenging due to tracking limitations after leaving China.
Q: How much is shipping?
- Shipping is free for orders over $50. Join our reward system for free shipping at the ambassador level, regardless of order amount. Check our site for details on each membership tier.
Q: Why does the tracking link show delivery, but I received nothing?
- Sometimes, packages marked as "delivered" might be wrongly delivered. If not received within 5 days of the delivery date, please contact customer service.
Q: Are there other packages if some products in my order are missing?
- Orders might be split into several packages due to weight limits. For additional tracking links, contact customer service.
Q: Why is the tracking link inactive after I receive it?
- Tracking information updates a few days after reaching our carrier's warehouse.
Q: Why doesn’t the tracking update after 2-3 days?
- Tracking might lag behind the actual package location. No immediate cause for concern.
Q: Will my order be shipped separately or together?
- Orders with the same host made on the same day will be shipped together.
Q: What's the difference between live pack and offline pack?
- Our host does live packing. Offline orders are handled by other staff, who also add extra items and freebies.
Q: Do I need to pick up my package?
- Packages may need to be picked up at the post office in some cases. Otherwise, they are delivered to your doorstep.
Q: Why does the tracking link say 'returned to the warehouse'?
- If our courier can't deliver to your country, we switch to an alternative provider. Please wait patiently.
Q: Can I use points together?
- Membership points can only be used on a separate affiliated website and cannot be combined.
Customer Service
Q: What is the email address for Nanilo Nails?
Q: Why doesn't Customer Service reply to me?
- Our team has a two-day weekend break. Check your spam folder and resend if necessary.
Refund
Q: When will the refund be back in my account?
- Refunds are processed within three business days to the original account. Monitor your account for updates.
Cancellation
Q: Can I cancel my order if I change my mind?
- Yes, orders can be canceled before shipping