Return, Exchange & Shipping Policies

At PLA, customer satisfaction is our top priority. We are committed to offering a fair and transparent return process. If you're not fully satisfied with your purchase, eligible items may be returned or exchanged within 10 days of receipt. To qualify, all items must be unopened, unused, and in their original packaging. While we encourage initiating returns within this 10-day window, we understand that circumstances vary. If more than 10 days have passed, please contact our customer service team—we may be able to make exceptions on a case-by-case basis. 

Due to hygiene and product integrity standards, certain items are non-returnable. These include used products, any liquids such as adhesives, primers, bonders, nail polishes, and cream-based items, PLA Kits (including Classic, Volume, and Educator Kits), items received in a replacement package, final sale items, and products listed on our “We Made Too Much” page. If you have concerns about any of these, please don’t hesitate to reach out to us—we’re happy to assist.

PLA Tweezers are considered highly personal tools and are not eligible for return. However, we do offer a one-time exchange within 10 days of delivery, provided the tweezers are unused and in their original condition. To initiate an exchange, contact our customer service team at sales@plapro.com.

All returns and exchanges must be pre-approved by our customer service team. Unauthorized returns will not be accepted or processed. Once approved, PLA will issue a prepaid domestic return label, which must be used within 7 days of issuance. Once we receive and inspect the returned item, store credit will be issued within 5–7 business days. Please note that shipping fees and PLA Shipping Protection are non-refundable.

If a replacement item arrives damaged, or if you receive a defective product, contact us within 3 days of delivery. We will help resolve the issue as quickly as possible. Please email us at sales@plapro.com with your order number and clear photos of the issue to streamline the process.

We also understand that damages may occur during transit. If your package arrives broken or defective, we want to help. Contact us via email at sales@plapro.com with your order number and photos of the damage.

We offer PLA Shipping Protection as an optional service to protect your package from loss, theft, or damage during transit. If you purchased this protection and need to file a claim, please email sales@plapro.com. Note that coverage is not guaranteed and all claims are subject to approval and may require further documentation. For orders valued over $250, a police report is required in order to proceed with the claim.

When it comes to shipping, we strive to fulfill your order as quickly and securely as possible. Expedited orders placed by 2:00 PM PST, Monday through Friday, are processed and shipped the same day. Standard orders are typically processed within 72 business hours, though during peak periods—such as promotional sales or holidays—processing may take up to 5 additional  business days. Once your order is placed, the shipping method cannot be changed.

Shipping times for domestic orders vary based on the method selected at checkout. Standard shipping typically takes 1–7 business days. Expedited shipping options include PLA One Rate Delivery, which typically delivers within 2 business days (excluding weekends and P.O. boxes), and FedEx Standard Overnight, which guarantees next business day delivery (Monday through Friday, excluding weekends and P.O. boxes). Free Standard Shipping is available for domestic orders over $125 before tax, though exclusions apply.

International shipping times vary depending on destination and selected carrier. On average, international orders take 3–21 business days to arrive. Carriers we partner with include DHL Express (2–5 business days), FedEx International Express/Priority (1–3 business days), FedEx International Connect (1–5 business days), and USPS International (7–21 business days). Once your package leaves our facility, shipping timelines are determined by the carrier, and PLA is not responsible for delays caused during transit.

If you suspect your package is lost or delayed, please contact us within 7 days of the last tracking update for domestic orders. For international orders (including Canada), claims must be filed no sooner than 20 days after shipment (or 30 days for certain destinations).

PLA is not responsible for customs duties, taxes, or fees that may apply to international shipments. These charges are the customer’s responsibility. We strongly recommend reviewing your country’s import regulations before placing an order.

If an item you order is out of stock, we will notify you by email. You’ll have the option to choose a replacement or request a refund. If we do not hear from you by 2:00 PM PST within 2 business days from when the notice is sent, your order will ship without the out-of-stock item, and the item will be refunded. Please note that refund times may vary depending on your banking institution.

Operational & Business Policies – 2025

PLA operates on a standard Monday through Friday schedule. Our customer service hours are from 9:30 AM to 5:30 PM PST, and our warehouse is open to the public from 10:00 AM to 4:00 PM PST. We do not process or ship orders, nor provide customer service, on weekends.

We observe the following holidays and will be closed on these days: Independence Day, Labor Day, Thanksgiving, Christmas Eve, Christmas Day, and New Year’s Day. No shipping or customer support is available during these holidays.

We aim to ship expedited orders placed by 2:00 PM PST on the same business day. During high-volume periods like promotional sales or product launches, order processing may take up to 5 additional  business days. Please keep this in mind when selecting a shipping option.

In rare instances, your order may be flagged for additional verification. If this occurs, you will be contacted within 1 business day. If we do not receive the necessary verification within 3 business days, your order may be canceled.

PLA occasionally offers promotions and discount codes. These are only valid during the advertised promotion window and cannot be applied retroactively. Our checkout system allows one promo or reward code per order. For BOGO offers, qualifying items must be added in multiples of two. Select items, including final sale items, new releases, and products on our “We Made Too Much” page, may not qualify for discounts.

We stand behind the quality of our products and offer a 6-month limited warranty for select tools, including the LED UV Gel Nail Lamp, Nail Drill, PLAPro Double Wax Warmer, PLAPro Single Wax Warmer, Nano Mister, and Vortex Glue Shaker. If you experience issues with one of these products, email us at sales@plapro.com to begin a warranty claim. Each claim is subject to approval and may only be filed once per product.

If you need to cancel an order, please reach out to us as soon as possible after placing it. Once your order has shipped, it cannot be canceled. If your order has already shipped and you no longer want the item, please refer to our return policy.

Contact Information

If you have any questions or need assistance, we are here to help! You can reach us in the following ways:

Email: sales@plapro.com

Phone: Monday to Friday, 9:30 AM to 5:30 PM PST at 775-440-1208

In Person: Visit us at our warehouse location: 350 Saloman Cir, Sparks, NV 89434 10:00 AM  to 4:00 PM PST