Gelcare FAQ
If your request is approved, exchanges are processed within 2 business days of receipt. A team member will quickly contact you by email to finalize the exchange. If needed, we’ll initiate the credit note on our end within 1 business day.
We've crafted our policy with happiness in mind—yours and ours! While we don't offer refunds, we're happy to provide exchanges of the same value or gift card credits for anything that doesn’t feel right.
Received a GELCARE product as a gift and it's not quite right for you? No worries, you can exchange the item(s) for something else of equal value or a gift card credit. Just send an email to returns@gelcare.com, including the gifter’s full name, email address, and the name of the products you wish to exchange. Once we identify the original purchase, we’ll take care of everything for you! Just make sure your item(s) heads back to us in its original packaging and condition, unopened and unused. While we wish to cover your shipping costs, those will need to be handled on your end. Heads up, our discounted items are final sale, along with our gel polishes and earrings for everyone's peace of mind.
We understand that sometimes things don't work out, and we're here for you! Within 30 days of your purchase, you're free to exchange items that aren't quite right. Instead of refunds, we offer exchanges for something you love of equal value or give you an online gift card credit to enjoy at your convenience. Just make sure your item heads back to us in its original packaging and condition, untouched and unused. While we wish to cover your shipping costs, those will need to be handled on your end. And just a heads up, our discounted items are on final sale, along with our gel polishes and earrings for everyone's peace of mind.
Please note that for international returns, customers are responsible for the return shipping costs as well as any applicable reverse duties and taxes. These fees will be deducted from the credit issued for your returned items.
To proceed with an exchange, please contact us at returns@gelcare.com. Please include the reason for the exchange, the desired replacement item(s), and the order number all in one email. This information is necessary for us to make the exchange process easier.
We will proceed with your exchange once we receive your returned item in our warehouse. It's important to note that the original shipping costs and any costs associated with the exchange are not eligible for a refund. We reserve the right to refuse an exchange or return if it does not meet our policy.
Every first order from gelcare.com ships with the Manicure Instructions Booklet for free. Did not receive it? Download our PDF version right here or visit our Manicure Instructions page.
If you entered the wrong shipping address when placing your order, please email hello@gelcare.com. Please include your order number and the correct address. While we will do our best to process your request, please be aware that due to our fast shipping process, we cannot guarantee changes can be made once an order is processed.
We apologize that you received the wrong item(s), and we want to make sure that you receive the right products as soon as possible. To speed up the process, reach out to us at hello@gelcare.com. Make sure to include your order number and photos of the issue.
At this time, you can use only one promotion or discount code per order.
The easiest way to ensure you're on top of our best deals is to open a GELCARE account and opt into email or SMS communications. You'll be the first to hear about offers and sales, including discounts.
Sign up for your GELCARE customer account and subscribe to emails here.
Just enter a discount code in the Discount Code field at checkout to apply it. If the code isn't working, it could be invalid, expired, or already used. Please note that some codes may not be eligible during specific sale periods.
All orders are subject to our acceptance or rejection based on product availability and compliance with our Terms of Service. If we believe your order’s payment may be fraudulent, we reserve the right to reject or cancel any order you place and refund your original payment. If you have questions about your order status, please reach out to us at hello@gelcare.com.
If you have placed an order and wish to cancel it, simply email us at hello@gelcare.com. Please note that we cannot guarantee that your order will be cancelled, as orders usually ship very quickly. Know that we will do our best to process your request.
If you need to add or change an item in your order, please contact us at hello@gelcare.com. Please include your order number and the specific item(s) you want to add or modify. While we will do our best to process your request, please be aware that due to our fast shipping process, we cannot guarantee changes can be made once an order is processed.
Yes. Since acetone is considered a hazardous material, the Canadian Department of Transportation requires ground-only shipment due to air shipment restrictions and regulations. This means that our Gel Removal Solution cannot be shipped to countries outside of Canada and the United States, as orders containing the Gel Removal Solution must be shipped via standard ground shipping methods only.
All orders are fulfilled and shipped from our headquarters in Montreal, Canada. We fulfill orders Monday to Friday from 8:00 AM and 3:00 PM EST.
You can check your order status from your account's orders page or your order confirmation email. Please allow up to 24 hours for the order information to be updated. Email us at hello@gelcare.com if you have any questions.
We can ship to PO Boxes with Canada Post and DHL Express only. Please note that some carriers may not be available depending on your country or the products in your order.
We currently ship with DHL Express and Canada Post. Please note that some carriers may not be available depending on your country or the products in your order.
Once your order is placed, please allow 1 to 3 business days during regular times or 3-7 business days during product launches or busy periods for the order to be packed and shipped from our Montreal warehouse. Upon shipment, you will receive an email with your tracking information so you can track the package online. Please allow 1 to 14 business days for the package to arrive, depending on your location.
Absolutely! We apologize that you received a damaged item, and we want to make sure that you receive a new item as soon as possible. Please send a photo of the damaged product to hello@gelcare.com with your order number, and we will be happy to help you with a resolution. Please note that any damaged item outside of a 30-day window cannot be returned or exchanged.
Yes. Due to shipping regulations, our nail polish collection is currently available only in Canada. We’re working on expanding availability soon. In the meantime, our Gel Polish line is available for international shipping.
It's common to have a brief delay (typically 1–2 business days) before the carrier updates your shipment's status in their system. We suggest waiting 48 hours for your tracking information to be accurate. However, if your tracking details remain unchanged, please contact us at hello@gelcare.com for support.
Sure! Please contact us at hello@gelcare.com if you have not received your delivered order.
We are pleased to offer global shipping. However, due to strict regulations, we are unable to ship to Bahrain, Brazil, Italy, Mexico, Spain, and Türkiye. We ensure a smooth delivery process for all other items and destinations.
Please note that deliveries to remote locations might encounter slightly extended transit times.
The duties and/or taxes for your order can’t be paid directly at checkout at the moment. If applicable, payment of duties and taxes will be required upon delivery of your package. The carrier won’t be able to release your package until these duties and taxes are paid for. We do not cover the cost of its return if you refuse the delivery of your international package.
All orders shipped outside of Canada are potentially subject to customs fees and/or taxes. You are required to pay these charges. Unfortunately, GELCARE cannot predict these fees as they depend on the destination country, the items, and the package value. We are unable to refund any duties and taxes you pay upon delivery; these charges are your responsibility.
If you refuse your package due to customs fees and/or taxes and it gets returned to us, we will issue you a gift card credit for online use. Be aware, however, that we must subtract any shipping costs and additional fees from your credit.
All orders shipped outside of Canada are potentially subject to customs fees and/or taxes. You are required to pay these charges. Unfortunately, GELCARE cannot predict these fees as they depend on the destination country, the items, and the package value. We are unable to refund any duties and taxes you pay upon delivery; these charges are your responsibility.
Duties and/or taxes may apply based on your location. If applicable, you'll need to cover these costs upon delivery or during checkout.
Be aware that we cannot take responsibility if there are extra fees for customs clearance or if you're not available to receive your package.
Regarding international returns, please note that the shipping cost of the return and any duties and taxes incurred in reverse falls on you. These amounts will be subtracted from your credit note.
To use your gift card, choose "Gift Card" as the payment option during checkout and enter the unique code from your gift card email. If your gift card value is lower than the total cost of your order, please provide an additional payment method to cover the difference. Any leftover balance on your gift card can be applied towards future purchases—just remember to keep your unique code handy for your next purchase!
If your payment doesn't go through, first ensure the billing information for your card, including the security code and the billing address, matches the details you provided us, and verify your card hasn't expired.
If these details align and your payment is still declined, it's possible your card issuer has refused the transaction without disclosing the reason to us. We recommend reaching out to them for clarification. If you've checked and the issue persists, don't hesitate to get in touch with us at hello@gelcare.com. We’re happy to help!
We accept credit cards such as Visa, Mastercard, Amex, Discover and Diners Club. You can also pay using Shop Pay, Apple Pay and Google Pay.
When you buy products on GELCARE.com, it's understood that they are only for personal or in-salon use. Agreeing to this means you cannot sell or distribute our products commercially without our consent. We reserve the right to refuse or cancel your order if we suspect your purchase isn't for the proper usage.
To learn more about our Wholesale Program, please visit prolounge.gelcare.com
You can learn about our products on their individual product pages, our Blog, or our Manicure and Pedicure Instructions Page. If you have any other questions, let us know at hello@gelcare.com.
Yes, we do! To access these benefits, please submit your application through our Pro Lounge professional platform here.
We are working hard to launch restocks as soon as we can. Please navigate to a product and click "Join The Waitlist" to be one of the first notified when it is back in stock.
We can only vouch for the authenticity of items bought directly from GELCARE.com or our authorized partners. We cannot offer returns, exchanges, or support for products not purchased through these official locations.
We're committed to being cruelty-free. This means absolutely no animal testing at any stage of creating our products, and we promise to partner with vendors who are just as dedicated to these compassionate standards.
Looking to shop our products IRL? GELCARE is available exclusively at our flagship salon, Le Manoir, in Montreal.
Contact us at pr@gelcare.com.
GELCARE’s affiliate program is on invitation only. If you're an influencer wanting to collaborate, please submit your details for potential partnerships here.
Contact us at wholesale@gelcare.com.
GELCARE is sold exclusively at GELCARE.com, REVOLVE.com and LEMANOIR.com. To see our stockist locations, click here.
We’re available to chat via email at hello@gelcare.com, via SMS or simply slide into our DMs on @gelcare.official.
Our office hours are from Monday to Friday from 8 AM to 6 PM EST.