Frequently Asked Questions

We put together a list of our most frequently asked questions to help
answer some of the questions you may have! If you need additional
assistance or have any other questions, please email us at muxiaotu033@Gmail.com (Monday - Friday 9am to 5pm PST) We are happy to answer all questions you may have!

Orders & Payments

Changing or Cancelling an order

Because our orders process very quickly once submitted, we are unable to change your address or shipping method or modify or cancel an order that you have already placed.

However, returning your purchase is easy. For additional information, please email us  muxiaotu033@Gmail.com

Promotional Terms and Conditions

All custom-designed press-on nails are made to the buyer’s personal measurements and are non-returnable and non-exchangeable. Thank you for your understanding. Discount codes and promotions cannot be combined or stacked; only one may be used per order. Discount codes and promotions are not valid on subscription items.

Payment Methods

Payment Methods We Accept

We offer fast, secure checkout with a variety of payment options, including:

Credit & Debit Cards: Visa, Mastercard, American Express, Discover, JCB, Diners Club, and UnionPay

Digital Wallets: PayPal, Apple Pay, Google Pay

Buy Now, Pay Later: Klarna, Afterpay, and PayPal Pay Later (split your purchase into 4 interest-free payments)

Bank & B2B Options: Alibaba.com PAY and T/T (Telegraphic Transfer) for bulk orders

Order Verification

An order may be flagged as fraud or need additional verification on our end due to a number of factors. These can include issues with payment, discrepancies between the location where the order was placed and the shipping address, or other irregularities that raise security concerns. To ensure the safety and legitimacy of your purchase, we may reach out to you for additional identification or payment verification. This step is to confirm that you indeed placed the order and to protect you from potential fraud. If this happens with your order, we will reach out to you right away to ensure that the delays are minimal.

Sales Tax Policy

Orders shipped to international destinations outside of China may be subject to customs duties, taxes, and other import fees imposed by the destination country. All applicable taxes, import duties, and sales-related charges are the responsibility of the buyer and must be paid upon receipt of the package in accordance with local laws and regulations.

Currency

We accept payments in the following currencies:

USD (US Dollar), AUD (Australian Dollar), CAD (Canadian Dollar), SGD (Singapore Dollar), EUR (Euro), GBP (British Pound Sterling), HKD (Hong Kong Dollar), JPY (Japanese Yen), and CNY (Offshore Chinese Yuan).

Shipping & Delivery

How much willit cost to ship my order?

For all domestic orders within the continental United States:

We use worry-free China-US 3C small package DDP (Standard) express delivery.

Orders under $99: $15.00 Ground Shipping

Orders over $99: $10.00 Ground Shipping

For all subscription box orders:

We ship via FedEx Express with 10–12 day expedited delivery.

Shipping fee: $46.96

 

For all orders shipped to Japan, Southeast Asia, Australia :

Orders under $99: Shipping fee $10.00

Orders over $99: Shipping fee $10.00

For all orders, if you choose FedEx express delivery,

estimated delivery time: 4–5 working days.

Additional shipping fee: $23.29

Duties and taxes are NOT included for international shipments.

 

Orders totaling $199 or more qualify for free shipping.

 

For all international orders, the cost of shipping will vary depending on where you are shipping to, what is being shipped and how quickly you wish to receive your package. International shipments require the customer to claim their package at the nearest customs facility. You will be responsible for paying all duty fees, which will be determined upon pick up of your order.

 

As you checkout, you will have the option to select expedited options, if you are eligible. The availability and fulfillment of expedited shipping and delivery depends on the destination and the time the order is placed.

How long will t take for my order to ship?

All MuBunny press-on nails are fully handcrafted and custom-made to order. After your payment is completed, your order will enter our production queue, and go through our complete bespoke workflow: size confirmation, design customization, finished product photo verification, and 3–5 days of rigorous pre-shipment quality inspection.

Your total custom production lead time is 2 weeks to 1.5 months from the date of order placement.

This entire time frame only covers order queuing, custom making, quality inspection and package preparation. It does NOT include any international shipping transit time.

For designs with large 3D charms, intricate artwork and detailed customization, production may require extra time to guarantee perfect craftsmanship. During peak shopping periods, the custom production timeline may be extended accordingly.

How long will l have to wait to receive my package?

Under normal circumstances, the standard international delivery time is 9–15 business days.

For expedited orders shipped via FedEx:

Destinations including the United States, Europe, Japan, Southeast Asia and Australia: 8–12 business days

Expedited shipping fee: $46.96 USD

Due to various unpredictable factors affecting international logistics, no shipment can be delivered in less than 7 days.

Business days exclude weekends and public holidays.

Why is it taking longer than usual for my order to arrive?

Once the package has been picked up and transferred to the shipping provider, MuBunny is no longer responsible for other delays that may occur.

As soon as your order is shipped, you will receive a confirmation email with tracking details. We recommend following your tracking closely to stay informed regarding the whereabouts of your order. If you have a tight deadline or need your order urgently, we highly recommend choosing our expedited shipping service, as standard international shipping may still encounter unexpected transit delays.

My order says the shipping label has been created. What does that mean?

When you receive your shipping notification email, you may see that the tracking information says the label has been created and the carrier is "awaiting item." Your order has been handed over to the carrier but it can take a while for them to update the tracking. Please allow 10-14 business days, and let us know if there's no further movement within that time frame.

If you have any other questions about your order, please email muxiaotu033@Gmail.com with these delays in mind.

My package tracking says "returned to sender." What do I do now?

If your package was returned to sender, there was likely an issue with your shipping address that made your order undeliverable and your package will be returned to our warehouse.

You have 30 days (from the date the package is returned to us) to contact us and claim back the items. After 30 days, the items will be put back into stock.

After-Sales Service

Return Policy

We want you to be 100% satisfied with your custom press-on nails! See below for details on our after-sales policy.

 

Do you offer returns?

As all of our press-on nails are handcrafted, personalized custom goods made exclusively for individual customers, they cannot be resold, restocked or reused for any other buyer.

Due to the personalized nature of our products, all custom orders are final sale. We do not accept any returns, exchanges or refunds once production has started.

What is the cancellation policy for custom orders?

All our press-on nails are personalized custom-made items and cannot be resold after production. Here is our specific handling policy:

Customer Request (Pre-production): No cancellation fee will be charged if the request is made within 48 hours of order placement.

A 30% cancellation fee of the total order amount will be applied for requests submitted after 48 hours.

Customer Request (In-production): No refunds will be issued. Once production starts, the order is final.

Third-Party Interruption: A 15% cancellation fee will be charged.

Store Error (Cancellation): No fees are applied. You will receive a 30% store credit/coupon as compensation.

Store Error (Delay): You will receive a 30% store credit, or an equivalent free custom set.

Service Standards Not Met: We will refund 50% of the remaining balance and cancel the order.

Force Majeure (Natural Disasters): No compensation, refunds, or after-sales service will be provided.

No cancellation fee will be charged if you cancel your order within 48 hours after purchase.

 

We reserve the right to immediately terminate all future services and enforce corresponding consequences for any customer who posts abusive, hostile, defamatory, or disrespectful remarks towards our brand, creative team, and staff. This policy applies to your order regardless of its current progress:

1. For pre-production orders (before custom crafting begins

    Your order will be cancelled with immediate effect, and your account will be permanently blacklisted from all MuBunny services. All payments you have made will not be refunded, and the full amount will be donated to public welfare charitable organizations.

2. For in-production orders (custom making completed, prior to shipment

    Your order will be terminated immediately. The finished custom press-on nail set will not be delivered to you, and will instead be repurposed for internal brand uses such as fan giveaways and lucky draws. All payments you have made will not be refunded, and the full amount will be donated to public welfare charitable organizations.

3. For already shipped orders

All after-sales support, warranty and post-delivery services related to your order will be permanently revoked with immediate effect. All payments you have made will not be refunded, and the full amount will be donated to public welfare charitable organizations.

Is there any requirement for submitting an after-sales claim?

A complete unboxing video is mandatory for all after-sales applications.

We will not process or accept any after-sales requests without valid, full unboxing footage.

Video files can be sent to our email: muxiaotu033@gmail.com

What product issues are covered under your after-sales service?

We provide after-sales support for the following manufacturing defects within 10 days of package delivery:

Charms, gems and decorations falling off within 10 days after receipt

Undried, degraded or defective base materials of press-on nails

Missing protective top seal layer on finished nail pieces

Wrong nail set dispatched (excludes customer errors in size selection)

Watercolor pattern fading caused by degraded defective seal layer

Product crushing, deformation and functional damage caused by rough courier transit

Which situations are NOT covered by after-sales service?

We are unable to offer after-sales support for any of the following cases:

Damage caused by forceful, improper removal of press-on nails

Nail brittleness, discoloration or whitening from alcohol exposure

Damage from alcohol-based nail remover, or manual picking/prying of charms and decorations

Product damage from abnormal misuse (excessive bending, squeezing, rough handling)

Subjective dissatisfaction with designs and final effects that have already been confirmed by the customer

Malfunctions caused by improper use due to lack of product care knowledge

Claims based on the excuse of insufficient prior usage instructions from our store.

What are the rules for returns and exchanges?

For authorized return and exchange cases, all round-trip shipping fees will be fully covered by MuBunny. All complimentary gifts included with the order must be returned together.

If the misdelivered nail set has been used or damaged by the customer, corresponding compensation fees will be required from the buyer.

Any additional service notes

We politely decline service for extreme perfectionist customers. Our handcrafted custom press-on nails follow standard handmade product specifications, and we cannot accommodate unrealistic expectations beyond our craftsmanship standards.

General Terms & Store Policies

What do I agree to when I place an order with MuBunny?

By completing your order checkout, you are deemed to have fully read, understood and agreed to all terms, guidelines and policies listed on our store.

You confirm that you are a legally competent adult consumer capable of bearing full civil liability for your order actions.

Important Safety Reminder

If you have any known allergies to rabbit fur and related allergens, please refrain from placing an order. Your personal safety is our top priority.

Conduct & Respect Policy

We strictly prohibit any abusive, defamatory, disrespectful, vulgar or offensive remarks, inappropriate jokes, and malicious slander towards our brand, store owner and creative team. Any such inappropriate conduct will result in immediate order refusal, order cancellation, and permanent termination of all future services from MuBunny.

What are your copyright & design ownership policies?

All copyright regulations for original designs, collaborative custom artwork, and customer-provided designs are governed by our full Design Order Guidelines.

We do not accept any unlicensed, infringing, or copyright-violating design requests. We are committed to protecting the intellectual property and creative copyright of all artists, original IP holders and designers.

By placing an order, you automatically agree to all of our copyright terms. If you have any inquiries regarding copyright specifications, please reach out to our customer support for detailed explanations prior to checkout.

Nail Shape, Length Reference & Size Measurement Guide

What are the available press-on nail shapes, lengths and base specifications?

All of our custom press-on nail samples are crafted on nail bases with a standard 12mm curvature. Below is the complete full list of all offered nail shapes, with their corresponding total length in millimeters (mm):

Short Round: 15mm

Short Square Round: 14mm

Short Square: 15mm

Medium Square: 18.5mm

Short Taper: 18.5mm

Medium Taper: 22.5mm

Medium Round: 18.8mm

Almond: 21mm

Medium Pointed: 22mm

Long Round: 26.4mm

Long Pointed: 28mm

Long Taper: 28mm

Extra Long Taper: 34mm

We have provided hand-on reference display for all above nail shapes, so you can visually preview the wearing effect of each length and style.

For general popular science of nail shape effects and detailed full-shape explanation tutorials, you may visit the educational content on our store homepage.

If you do not know how to select a nail shape that suits your hand type, you are welcome to submit real photos of your hands, and inform us of your desired overall length range (short / medium-long / long). Our team will professionally recommend the most flattering nail shape for you according to your hand features.

What is the official size measurement standard and submission requirement for custom orders?

You are required to provide your personal nail width size information in millimeters (mm) within 3 days after completing your order payment.

Measurement & Production Rules

We will produce your exclusive custom press-on nail set strictly based on the millimeter (mm) data you provide.

Critical After-Sales Boundary Note

Size mismatch issues caused by incorrect personal measurement, wrong size submission, or personal size preference selection will not be covered by our after-sales service. Only dispatch errors from our store (wrong nail set delivered) qualify for official after-sales handling.

Recommended Blank Sizing Kit For Beginners (Highly Recommended)

You only need to cover the shipping fee of the kit. We will ship you a full set of blank nail tips in all sizes for your chosen nail shape.

After receiving the kit, you can directly try on and compare the tips on your own nails to check the fitting size. You do NOT need to return the blank tips back to us. Simply tell us the corresponding size number marked on each nail tip, and we will proceed with your custom production.

Additional Sizing Reminder

Size number systems differ across different nail shapes. Please do not change your selected nail shape after ordering the sizing kit.

This method is highly advised, as the actual size and shape fitting effect is fully visible for you to judge personally. Even customers with flared nail beds can freely choose to size up or size down according to their personal preference for custom production.

Finger Mold Custom Casting

This method is exclusively for customers with special nail shapes and unique cuticle edge structures.

You will need to purchase the finger casting mold by yourself, complete the finger casting process, and then ship the mold to us. All shipping fees for the mold are not covered by our store.

Premium refined mold polishing service (for full seamless fitting): Additional $7 USD fee required. This fine polishing process takes 1 to 2 hours of dedicated handcraft work.

If you only use the mold for basic size measurement with no requirement for extensive cuticle reshaping, this polishing service is provided free of charge.

Mold Storage Note: We will keep all received finger molds in store storage by default. If you request your mold to be returned back to you, please clearly leave this note when placing your order.

Optional Services & Extra Custom Add-Ons

What free services can I request in my order notes at checkout?

You may leave requests for the following complimentary custom services directly in your order remarks when placing your purchase. Full details and limitations for each service are as follows:

Full Structural Leveling

You may request full structural leveling for your press-on nail set. All orders default to a standard self-leveling seal finish. Once you note this request, we will perform complete structural leveling on all nail pieces. Please note that after-sales claims regarding the nails feeling excessively thick or firm will not be accepted under this service.

Custom Sticker Selection

If your chosen design includes decorative sticker elements, you may request personal sticker selection. With this note, we will allow you to pick your preferred sticker variations for your custom set.

Extra Opaque Base Layer

For designs with transparent base layers that may show through your natural nails, you can request an additional opaque base coverage layer to fully conceal your original nail color.

 

Removal of Printed Size Markings

You may request all printed size numbers on your nail pieces to be sanded off. Please be advised that once these markings are removed, we will no longer be able to verify your original size details. For this reason, all size mismatch issues resulting from this service are not covered by our after-sales policy.

Target Delivery Date Request

You are welcome to write your desired receipt deadline in your order notes (such as “Please deliver before [specific date]”). Our team will make every possible effort to arrange production and shipping to meet your requested timeline, but we cannot guarantee absolute on-time delivery under all circumstances.

What paid extra upgrade services are available for additional purchase?

We provide a full range of optional paid custom upgrade services for personalized orders, with detailed pricing and terms listed below:

Standard Rush Production (2-week production completion period): 1.3x your original order total

Urgent Express Rush (1-week production completion period): 1.5x your original order total

Finger Mold Fine Refinement Service: Flat fee per full 10-piece nail set

Premium Detailed Perfection Service: 1.3x your original order total

Extreme Perfectionist Exclusive Custom Package: 3x your original order total

All final interpretation rights of this package belong to MuBunny. If we deem that the finished custom set does not meet the agreed perfection craftsmanship standard, we will refund 50% of your production fee and cancel the remaining order accordingly.

Extra Spare Press-On Nail Pieces: Pricing varies based on the complexity of your chosen design

Individual Finger Differing Nail Shapes: Simply note your preferred unique shape for specific fingers in your order remarks

Single Finger Replacement Spare Nail: 10% of your base design price per additional nail piece (variable pricing)

Custom Nail Length Trimming (e.g. shortening medium tapered nails by 3-4mm): Additional fee per individual nail piece

Complete Seamless Finger Mold Refinement: Flat extra fee for full mold polishing. This meticulous hand-finishing process requires 1 to 2 hours of dedicated craftsmanship work.