FAQ

GENERAL

  • Our Mission Control Team is available MONDAY to FRIDAY, 9 AM - 5 PM eastern standard time. you can reach us by emailing support@mooncat.com. while our team aims to respond within X days, please expect longer response times during our sales and holiday closures.

  • signing up is easy. visit us here, enter your email address, create a password. you’ll then be sent an activation email. click the magic button and you’re all set.


    if you would like any additional information on how we collect and protect your personal data, please refer to our privacy policy.

  • you can reset your password by entering your email address here and clicking ‘FORGOT PASSWORD?’ we'll then email  you a password reset link.

  • sign up for emails and texts here and follow us on social to be the first to know about new launches and restocks.

     

    instagram: @mooncat

    x: @mooncatnyc

    tiktok: @mooncatofficial

     

    pro tip: you can find even more mooncat content on our co-founder Michelle’s instagram:

    @checkyesmichelle

  • no, not at the moment. on the bright side, our online store never closes.

  • we’re blushing... we'd love to hear from you. we’re always interested in working with people who are just as enthusiastic about nail lacquer as we are. please send your information to pr@mooncat.com.

  • our packing slips list the items included in the package but don’t show any of the prices.

ORDERS, SHIPPING & RETURNS

  • our orders typically take about 3-5 business days to process. and may take slightly longer around the holidays or after the launch of a new product. rest assured we'll send you a confirmation email the moment your order has shipped.

     

    once shipped, you will receive a tracking link to your email. standard shipping times vary depending on your area.

  • unfortunately, we aren’t able to change your order once it has been placed. this includes: canceling, adding, removing, combining or updating any items in your order. we are also unable to make any address changes after an order is in the system.

  • anytime you place an order, we’ll attempt to obtain an authorization from your bank/account for the order total. this authorization isn’t an actual charge (think of it as more of a thumbs up from your bank that the funds are actually available). rest assured: the duplicate charge or charges that are showing up are only for temporary authorization purposes.these funds will *not* actually be withdrawn from your bank account. (for added peace of mind, you can always call your bank to double-check.)

  • we accept all major credit cards, paypal, and afterpay (for u.s. customers only.) we're unable to accept visa gift cards at this time.

  • yes. we accept returns on any items within 90 days of your order date. please note we’re unable to approve returns beyond this 90-day window due to credit card time limitations. we appreciate your understanding. 💜

     

    at this time, we’re only able to process returns for orders within the U.S., we are only able to offer store credit to international customers.

     

    to start a return, please email support@mooncat.com with your order number and the name(s) of the item(s) you’d like to return. we’ll send you a free return label to make the process easy. 💜


    a few things to keep in mind:

    • returns can only be refunded for the amount paid after any discounts or promotions—shipping fees are non-refundable.
    • we’re unable to offer exchanges at this time. collection sets must be returned in full— we can’t accept partial returns.
    • while we’re happy to offer free returns, we do monitor for excessive return activity and reserve the right to limit or deny returns in such cases.

     

    we appreciate your understanding and are always here to help if you have any questions. 💜

  • domestic orders:
    standard shipping in the U.S. is $6.95.
    orders $48 and over qualify for free shipping.

     

    international orders (CANADA):
    shipping to CANADA is $9.99 USD.
    international orders of $99 USD or more qualify for free shipping.

     

    international orders:
    international shipping is $19.99 USD.
    international orders of $119 USD or more qualify for free shipping.

     

    for international customers, there may be an additional fee for duties, taxes, and shipping charges required by your country of residence. you'll be able to view any charges on the checkout screen.

  • we ship to: ALBANIA, ARGENTINA, ARUBA, AUSTRALIA*, AUSTRIA, BAHRAIN, BANGLADESH*, BARBADOS, BELGIUM, BOSNIA HERZEGOVINA, BRUNEI, BULGARIA, CANADA, CHILE*, CROATIA, CURACAO, CYPRUS, CZECH REPUBLIC, DENMARK, DJIBOUTI, DOMINICAN REPUBLIC, EL SALVADOR*, ESTONIA, FINLAND, FRANCE, GERMANY, GUAM, HONG KONG, HUNGARY, ICELAND, INDIA*, IRELAND, ISRAEL*, JAMAICA, JAPAN*, JORDAN, KUWAIT, LATVIA*, LEBANON, LIECHTENSTEIN, LITHUANIA, LUXEMBOURG, MALAYSIA, MALTA, MOLDOVA, MONACO, MONTENEGRO, NAMIBIA, NEPAL*, NETHERLANDS, NEW CALEDONIA, NEW ZEALAND*, NORTHERN MARIANA ISLANDS, NORWAY, PAKISTAN*, PANAMA, PERU*, PHILIPPINES, POLAND, SINGAPORE, SLOVAKIA, SLOVENIA, SOUTH KOREA, SWEDEN, SWITZERLAND, TAIWAN, TRINIDAD & TOBAGO, UNITED ARAB EMIRATES, UNITED KINGDOM, UNITED STATES (INCLUDING PUERTO RICO), ZAMBIA, ZIMBABWE*.

     

    *additional regional shipping requirements and regulations may apply. 
    UPS and USPS do not service all countries. unfortunately, we’re only able to fulfill/ship orders to countries that accept nail polish and are covered by UPS.

     

    *due to local regulations, all future orders to canada will incur tariff fees, calculated in the "SHIPPING" fee at checkout. we’ll monitor the situation, but recommend checking local policies for updates.

     

    our shipping providers may also determine, at their discretion, that current conditions warrant changes in their services within select countries. please visit https://www.ups.com/ru/en/service-alerts.page for updates.

  • we wish we could ship everywhere, but nail polish is considered a hazardous material and shipping methods are very restricted. unfortunately, your country might not allow nail polish to be brought in through mail delivery.

  • sometimes package tracking encounters a little galactic interference. don’t worry, your package is in the process of safely leaving our galaxy and will be on its way to you soon!

     

    tracking information for shipments can take a little while to update, depending on the shipping method selected during checkout. free shipping/standard shipping methods generally take longer to update than express shipments.

     

    for US orders, please allow up to 2 business days (not including SATURDAY or SUNDAY) for your tracking information to update.

     

    for international orders, please allow up to 4 business days (not including SATURDAY or SUNDAY ) for the tracking information to update. please note that complete tracking information is not available for all countries.

  • if you’re experiencing delays, please email us at support@mooncat.com and we’ll be happy to help track down your order.

  • we’re sorry and don’t worry, we've got you. email us at support@mooncat.com, and we'll make it right. please be sure to include your order number and the email address you used to place the order so that we can quickly help you out.

  • please take a photo of the damaged item and send email us at support@mooncat.com.

     

    we take great care in packing and shipping your order, but we understand that sometimes things happen during transit that are beyond our control. 

     

    while we stand behind our products and will always work to make things right, all damage claims must be submitted for approval, and there are limits to what we can cover.

     

    we encourage you to check your items as soon as they arrive so we can help resolve any issues as quickly as possible. we truly appreciate your understanding. 💜

Products

  • all of our lacquers have a 24-month shelf life. our thermal lacquers have a 12-month shelf life due to the nature of the temperature reactive pigment.

  • think of mooncat nail lacquers like vampires: they feel most at home in cool, dark, and dry places. store them accordingly to keep them looking and applying their best. lacquer exposed to too much heat or sunlight may change in color or consistency over time...and just have generally bad vibes.

     

    we recommend storing your mooncat lacquers in a cool, dry area and in an upright position. make sure the lids are tightly secured.

     

    if you don’t use your nail lacquer often, we also recommend gently shaking your bottles every two months, to keep things properly mixed.

  • when applying our lacquers, we recommend starting with a base coat to protect your natural nails from staining and to provide a smooth base for the lacquer to adhere to.

     

    after the base coat dries, apply a coat of the lacquer you’ve selected and let it dry completely. applying another coat on top of wet lacquer will drag the first coat to the tip of your nails as you move the brush down.

     

    Most of our lacquers require 2-3 coats to achieve opacity. After your final coat has finished drying, we recommend completing your manicure with our SPEED DEMON TOP COAT for a glossy finish or our MATTE MADE IN HELL top coat for a velvety matte finish.

    for more application tips:

    youtube: https://www.youtube.com/@mooncatofficial

    moonblog: https://www.mooncat.com/blogs/all

  • we're proud to be 100% cruelty-free and vegan. we never test on animals or use any animal-derived ingredients.

  • we are proud to say that all of our nail lacquer is free from the following ingredients: Dibutyl Phthalate, Toluene, Formaldehyde, Formaldehyde Resin, Camphor, Ethyl tosylamide, Xylene, Parabens, TPP (Triphenyl phosphate), and TBHP (Tert-butyl hydroperoxide).

     

    if you're curious about other ingredients, you can view a complete list of ingredients for each product on their individual product pages.

  • a complete list of ingredients is available for every product on its individual product page.

    our nail lacquer is made with a special quick-drying and long-lasting formula in the United States.

  • our lacquer isn’t gel — no uv lamp required. our special formula makes our polishes long-lasting for up to two weeks chip-free. 

THE MISFITS CLUB

  • get rewarded for all your purchases when you join THE MISFITS CLUB. sign up for free and you’ll earn points towards free lacquer any time you shop, follow us, and more.

     

    the more you shop the more you’ll earn. unlock new tiers for even better rewards. to join the club or learn more, visit our Rewards Page.

  • if you’ve already followed us, just click the “follow” button to claim your points- no refollow needed.

  • your points will be added annually on your bday. don’t forget to enter your date of birth on your rewards homepage.

    • if you're already on our email list, your points should be listed in your rewards history. if not, please reach out to support.
    • if you do see your points + are curious why the tile is not showing as completed, please know that this a glitch that we’re currently working through
    • if you're already on our SMS list, but don't see your points in your rewards history, we recommend unsubscribing + resubscribing, as your phone number may not be connected to the rest of your account info like your name + email.

  • points for leveling up tiers should be reflected in your rewards history. if you don’t see them there, please reach out to support for help.  

  • no, points never expire. if you don’t see your point in your account, try signing in + out of your account to refresh it. if that doesn't work, please reach out to support + we'll help you get your pts back

  • yes, you can add multiple rewards per order. keep in mind you can only redeem 1 of each reward per order.

  • unless your order total qualifies for free shipping, you’ll be responsible for shipping costs. a paid item must be included in the order.

  • unfortunately, we are unable to accept returns on rewards 

  • after you earn points, our system will verify the activity, which can take up to 14 days, depending on the action taken. once verified, the points will be added to your total. 

  • yes, we periodically change up rewards. keep an eye out for emails and social media posts about it. 

  • your points balance is visible on your rewards account page. don’t have an account yet? set one up and get 300 points : ) 

  • currently, points can only be used to redeem rewards.

  • you can earn points by making an account, following us on Instagram, signing up for our newsletter, leaving reviews (max of 2 reviews every 24 hours. only valid on products purchased through your account) and more. you can find all the ways to earn points (and how many you’ll earn) here.