If you are trying to contact ProFiles Backstage please make sure you are not responding to an order email, an abandoned cart email, or any newsletter! These are unmonitored emails that have way too much traffic and your email will get buried 😕 For ALL contact please use email@example.com or call us at 888-545-1200.
We are in the office Mon-Fri 9am-5pm EST. We recommend email as sometimes we are in and out throughout the day.
ORDER & PRODUCT POLICIES
Broken/Defective Items: We pride ourselves on ensuring our products are of the highest quality, and guarantee our quality and your satisfaction!
In the rare instance that a defective product has been shipped, you must notify us within 7 days of receipt via email by sending photos of the defective products and packaging to firstname.lastname@example.org. We reserve the right to replace, refund, or provide store credit for the purchase price of the defective product(s) at our discretion.
Out of stock items:
We carry a vast selection of products and sell online, distributors, by phone and walkin customers so inventory can easily get off track. We do our best to keep it up to date but things happen! We will contact you if any of you items are out of stock and ship them to you as soon as they become available at no charge to you.
Dollar nail art and individual transfer foils…these are constantly changing and sell out fast! If your dollar nail art item or single foil becomes unavailable we will automatically trade this out with a similar item/color.
Leaking gel polish…it happens! Please wipe the bottle it cleans up easily with alcohol…and if you feel you’ve lost a significant amount of product or its beyond a clean up contact us, with pics, we make it right.
Pre-Orders: If you are ordering any preordered items, please know this will hold up your ENTIRE order. If you do not wish for the order to be held up, please place a separate order for your preorders.
ProFiles Backstage offers global shipping. All shipping rates are calculated at checkout based on the size/weight of your package and your location.
If shipping options are not popping up in the check out process and you are forced to choose local pick-up please shoot us an email asking to please ship, and we will adjust your order and add shipping costs, sometimes there is a glitch in an address…we see this with international addresses sometimes. Please note, your shipping fees will AUTOMATICALLY be added to your order, if you need a shipping quote first please contact us.
Orders ship Monday-Friday, excluding major US holidays. SHIPPING TIME FRAMES PROVIDED BY THE CARRIER ARE ESTIMATES ONLY. And these estimates DO NOT include order handling time at our warehouse. We typically ship your order same or next day, but please allow in stock 3-4 business days to receive your shipping confirmation and tracking number. Large orders and orders received during holidays or sales promotions may take longer to process. Orders are processed immediately after checkout is completed. For this reason, we are not able to make ANY changes to the order once you complete the checkout process (including cancellations, additions, removals, etc).
All orders are securely packaged and shipped via 3rd party carriers like Fedex, UPS, and USPS which means we are unable to take responsibility for or control your package once it has left our fulfillment facility. We do not control these carriers nor do we have any special privileges, information, or “ins”. Please note shipments DO NOT include insurance, we NOT able to insure your delivery if you don’t choose the option for signature confirmation on your package. If you have package theft please choose a secure address to receive your orders, and choose the signature required for delivery. Please understand we are not able to provide any more information than provided by your tracking information, nor are we able to control, manage or change how packages are handled by the carrier after pickup from our facility, during transit, as well as delivery. In the event you are unable to locate your delivery please contact the carrier first as they are best able to help you. Should you receive a product that is damaged upon arrival please send us an email with photos of the product and packaging to info@ProFilesBackstage.com
You can easily track your orders in your account online.If you are not receiving emails with shipment confirmation please check your email address and spam folders.