FAQ

Orders

I just placed an order and would like to change it. How do I do that? Once your order has been placed we are unable to make any adjustments, this includes: cancelling, adding, removing or updating any items or the shipping/billing address in your order. We are also unable to combine multiple orders.Instead, you can place a new order with the correct items, and email us at [email protected] to process a return on your first order. 

I received my order and it was damaged in the mail! If you received an item that was damaged in transit, please take photos of the damaged polish right away. Email the photos to [email protected] and our support team will help you out! 

I placed one order. Why are there multiple charges on my card? When you place an order, we automatically try and get an authorization from your bank or credit card company for the cost of your order.  If multiple unsuccessful payment attempts are made, these may be reflected on your account.This authorization is not a charge to your card or account. It’s just a way for us to check that the funds are available. If there are multiple charges showing up, they are for authorization purposes only. These funds will NOT be withdrawn from your bank account. To be safe, you can always call your bank or credit card company to double check.

Shipping

How much is shipping? United StatesDomestic shipping is $6.99 or free on all orders $59 or more (before taxes). Our shipping methods combine the UPS & USPS networks to deliver packages to you more efficiently.CanadaInternational shipping to Canada is $9.99 or free on all orders $99 USD or more (before taxes). Duties and import fees are charged separately.InternationalInternational shipping is $19.99 or free on all orders $99 USD or more (before taxes). Duties and import fees are charged separately.

My order just shipped! Why does the tracking link I received not work? It’s not a problem — your package is on its way! Tracking information for shipments can take a few days to be updated. Please allow up to 48 hours for tracking information to update. If you received a shipping confirmation on Friday or before a holiday, your order may not leave our facility until the end of the next business day. 

How long will it take for my order to arrive? Shipping times can vary depending on where you live. 
Orders are usually processed within 3 business days. Due to increased volume during new product launches, orders may take up to 8 to 10 business days to ship. 
If your order is being shipped outside the USA, please include your phone number when placing your order. This will help speed up the customs clearing process.
Shipping carriers may be experiencing additional delays due to the impact from COVID-19, so we aren’t able to guarantee delivery by an exact date.

Do you ship to _? For a list of locations we’re able to ship to, check out the visit shipping returns pagesShipping Information page. Please note regional shipping regulations may apply. If your country is not listed, we are not able to ship there at this time. You can also enter your address prior to payment during checkout to confirm whether we’re able to ship to your address. 

Why can’t you ship to my country? Some countries do not allow certain ingredients or nail polish in general to be sent via international mail because it can be considered a hazardous material. We appreciate your support, and hope we can ship to your country in the future! If a freight forwarder is used to transfer an order to a location outside of our shipping network, Holo Taco is not responsible for lost or damaged orders.

Do you ship to APO/FPO/DPO addresses? Unfortunately, shipping restrictions prohibit us from sending nail polish to Army Post Office (APO)/Fleet Post Office (FPO)/ Diplomatic Post Office (DPO) addresses, as it can be considered a hazardous material. We appreciate your support, and will keep you updated with any future changes!

Products and gift cards

Are your nail polishes non-toxic? Holo Taco’s 10-free formula is free of the following ingredients: formaldehyde, toluene, DPB (dibutyl phthalate), formaldehyde resin, camphor, ethyl tosylamide, xylene, triphenyl phosphate, MIT (methylisothiazolinone) and parabens. Please see an individual product listing for a detailed list of ingredients.

How do I use the Wishlist feature? Make sure you’re logged into your Account, then simply tap on the sparkles icon on the upper right hand side of the polish or product picture you’d like to add to your Wishlist. To navigate to your Wishlist, head to My Account at the top right of any Holo Taco webpage, and select Wishlist from the drop-down menu. From there you can move your favourite items to your cart, or hit “add full wishlist to cart” to fulfill all your wishes at once!

What is the Retirement Rack? Our Holo Taco Retirement Rack is a place to remember polishes that were either Limited Edition or phased out. It may also include previously Limited Edition polishes that were voted out of retirement by our community.Sending your “Best Wishes” is a way for you to show your love for our retired polishes. We’re always tracking customer interest!

A product I want to buy is sold out! 🙁 Will it ever be back in stock? We do our best to restock on sold out products whenever we can! However, there are times when we do not plan to restock (e.g. when the product is limited edition or retired). If the product is planned for a future restock, hit the ‘NOTIFY ME’ button on the product page and share your email to be notified when it’s back. Be sure to also sign up for our emails so you don’t miss any other restock announcements! If the product was part of a limited edition release, there’s a small chance it may be voted back out of retirement at a later date by Holo Royalty members as a perk of our Loyal-Tea Rewards Program, pending availability of materials.

I purchased a gift card, but haven’t received it yet. Gift cards are delivered by email and contain instructions to redeem them at checkout. Our gift cards can be used on all items in the store, never expire, and have no additional processing fees. If you have not received an email with your gift card, please reach out to [email protected] for further help.

What can I use my gift card for? Your gift card can be applied to your order, including the cost of shipping. Afterwards, you can apply any remaining balance to a future order. Multiple gift cards can also be applied to a single order.Holo Taco gift cards cannot be used to purchase another Holo Taco gift card.

Contact

I’m not receiving emails from Holo Taco but I signed up… help! Sometimes email service providers filter out emails that appear promotional, resulting in effectively unsubscribing you from our email list. Try these steps to make sure you get our emails delivered to your inbox! Check your spam/promotions folder. If you see any emails from Holo Taco, mark them as safe and send them to your inbox.Make sure your email listed under “My Account” email details is correct.Add [email protected] and [email protected] to your email contact list or ‘safe senders’ list.Scroll down to the bottom of any Holo Taco webpage and re-subscribe to our emails  (using the same email as your My Account email).If you’ve tried all of the above and still do not receive the next Holo Taco email to your inbox, reach out to customer service at [email protected] and they will help you out.

How can I contact customer support? You can reach us through email at [email protected]. Our support team is online Monday through Friday, 9am-5pm ET and will assist you as soon as possible! 

Do you have a physical store I can visit? Holo Taco is now available in select Ulta Beauty locations across the United States! You can experience a selection of our customer’s favourite polishes plus top & base coats. To find the nearest Ulta Beauty carrying Holo Taco, visit our visit store locator pagesStore Locator or check Ulta.com for availability.

I’m having difficulty on holotaco.com Thanks for letting us know! Please email [email protected] for further assistance.

Loyal-Tea rewards

What is the Holo Taco Loyal-Tea Rewards Program? The Holo Taco Loyal-Tea Rewards Program is our official loyalty program that rewards you every time you shop, follow us and more. Once you create a Holo Taco account, you’ll be automatically enrolled in the free Loyal-Tea Rewards Program. You’ll start earning points that can be redeemed for an ever-changing selection of your favourite Holo Taco products. To learn all the ways you can earn points toward rewards, including shopping, engaging with us, and reviewing your purchases, visit the Ways to Earn section on the visit rewards pagesRewards page.

How do the tiers work? Your Loyal-Tea tier is determined by points earned in a rolling 12-month period that resets every time you earn your way to the next tier. You can earn points by making a purchase, following us on social media, and through other activities.Unlock our Holo Explorer tier by earning 80 points within 12 months. Become a Holo Swatcher by earning at least 250 points within 12 months. Reach Holo Royalty status, the top tier of our program, by earning 500 points within 12 months.The higher your tier, the more benefits you’ll unlock! Once you level up to a new tier or have achieved Holo Royalty, you have 12 months to earn the number of points required to keep your tier.

How do I maintain my current tier level? The point minimum needed for each tier level are as follows:
Holo Explorer – 80 points
Holo Swatcher – 250 points
Holo Royalty – 500 points

To remain in your tier level, earn the required minimum points, as per above, within your designated 12-month tier term.
For example, you earned Holo Swatcher on July 6, 2022 and leveled up to Holo Royalty on October 16, 2022. To maintain Holo Royalty, you need to earn 500 points by October 16, 2023.For example, you started off in Holo Royalty on July 1, 2022. If you have earned at least 500 points between July 1, 2022 and July 1st, 2023, you will then remain in Holo Royalty until July 1, 2024You can check how many points you’ve earned by logging into your Loyal-Tea account and adding up the points activities in your Activity History. Start counting from your most recent tier change date and exclude any negative point values which would occur in your history when redeeming products.

Do I need an account to participate? Yes! If you already have an account on holotaco.com, you will automatically be enrolled in the Loyal-Tea Rewards Program. To access your rewards, please log in on the visit rewards pagesRewards page. If you don’t have an account, visit register accountclick here to get started.

What if I never created an account but have made previous purchases? It’s not a problem! As long as the email you enter at sign-up is the same email that you’ve used on all of your previous purchases, your starting tier and points balance will reflect your previous 12 months of purchase history, once your account is created.For example, if you’ve spent $80 USD (before shipping & taxes) on holotaco.com in the 12 months prior to signing up for a Loyal-Tea account, you’ll start in the Holo Explorer tier!

How do I earn points? Do points expire? You can earn points by making a purchase, following us on social media, and through other activities. To learn all the ways you can earn points, visit the Ways to Earn section of the Loyal-Tea Rewards Program page!

For store purchases, you’ll earn 1 point per every USD spent on Holo Taco products. Spend towards shipping, taxes, customs & duty fees are excluded. Purchases made using a Holo Taco gift card are excluded. Points will appear in your account once your order has been shipped.Points only expire if you do not earn or redeem any points within a 12-month period. After one year of inactivity, your point balance and tier level will reset.Once you sign up for the Loyal-Tea Rewards Program, you’ll immediately start earning points with every qualifying action and purchase.

How can I see how many points I have? Once you’re logged in, you can view your Current Redeemable Pointsbalance at the top of the Loyal-Tea Rewards Page or under the Redeem Your Points section. Your Current Redeemable Pointsbalance is the total number of points you can redeem for sweet and shiny new rewards!To view your account history of points received and redeemed, click the View Activity History button. Please note that points for recent purchases will show up in your account once your order has shipped.Note: Redeeming your points for rewards won’t affect your tier status.

How do I earn points for email & SMS sign-up or leaving reviews? Your points should automatically appear in your account when you sign up for our emails, sign up for our texts or leave a review on our website (limit one per 4 months). To earn points on your email subscription, please note that the email address subscribed must be the same email address used for your Holo Taco account.If you’re subscribed to either our email or SMS lists, but aren’t seeing your sign-up points reflected in your account history, please feel free to reach out to us at [email protected].

I forgot to log in to my Loyal-Tea account before placing my order, how can I get my points? It’s not a problem! As long as the email you used to create your Loyal-Tea account is the same one used on your order, look for your point balance to update once your order has shipped. Note: We are unable to transfer the order history or Loyal-Tea points between two different email addresses and accounts.

When can I start redeeming my points? Once you’ve earned enough points to select one of our Loyal-Tea Rewards products, you’ll immediately be able to add redeemable items to your next order! Check your points balance and then head to the Redeem Your Points product carousel located on the main visit rewards pagesRewards page when you log in to your membership account. 

Redeeming your points for rewards won’t affect your tier status.Note: Applicable shipping, duties and import fees are charged separately.

Will redeeming my points affect my tier status? Don’t worry! Redeeming your points won’t cause you to lose your current tier status, your progress toward entering the next highest tier, or the progress you’ve made maintaining your current tier level. For example, you’ve earned 250 points and entered the Holo Swatcher tier. You then redeem 200 points for a free product. While you now have 50 points left to redeem, you’re still in the Holo Swatcher tier!

When will I receive my birthday reward? Loyal-Tea members in all three tiers get a free birthday gift on us!

First, make sure you’ve entered your birthday on the “Happy Birthday | Free Gift” tile on the visit rewards pagesRewards homepage when signed into your account.
Then, on your next birthday, you will receive an email from us with your exclusive birthday code and a link to the curated Birthday product offerings for your Loyalty Tier. Add your desired birthday gift to your cart and enter your birthday code at checkout to redeem.Your birthday code can also be viewed by logging into your Loyalty Account and clicking the View Activity History button.Your exclusive code will be valid for 90 days after your birthday and must be entered at checkout.Note: Applicable shipping, duties and import fees are charged separately.

What does “Exclusive Input” mean? Holo Royalty tier members get a seat at the Holo Table! We survey members’ input on upcoming decisions, like which past limited edition products to bring out of retirement. We also open up key product consultations to Holo Royalty members… like designing a custom polish. More info on that will be emailed directly to Holo Royalty members when the time comes!

What is an “Exclusive Sale?” We host a special annual Loyal-Tea customer appreciation sale event where Holo Explorer, Holo Swatcher, and Holo Royalty Loyal-Tea Rewards members get exclusive store discounts. The higher your tier, the more you’ll save! Stay tuned for more details as we prepare for our next Loyal-Tea sale!

I have more questions! If you have more questions, please feel free to contact us for help at [email protected]!