How long will my repair take?

Repairs at the O NAIL Service Center usually take around 5 business days from the time your device is received, not including shipping time (see the Service Timeline Commitment below). If payment is required, repairs and shipment are typically completed within 1–2 business days after the payment is processed. Service times may be longer during holidays or special circumstances.
For the most accurate updates, track your shipment on the courier's platform using the tracking number they provided.

Which parts or accessories should I include when I ship my device?

You only need to send the device or the specific part that requires inspection. If the issue involves official accessories, include those as well.
We will perform a comprehensive inspection and service on all the devices to resolve the issue as efficiently as possible.

Do I need to pay the repair fees?

Repair Services During the Warranty Period 

Repair charges will be determined based on the results of the product inspection.
If the inspection confirms that a product component has a manufacturing defect or quality issue covered under the warranty period, the repair will be provided at no cost to the customer. If the inspection determines that the damage was caused by misuse, accident, unauthorized modification, improper handling, or other customer-related causes, repair fees will apply.

Repair Services Outside the Warranty Period 

Repairs performed outside the warranty period will be subject to applicable service charges.
For all paid repair services, our authorized service center will provide a detailed quotation for your review and approval before proceeding with the repair.

What should I do if I can't upload my proof of purchase?

If you are unable to upload your proof of purchase, try switching to a different browser or network. If the issue continues, please contact our support team for assistance.


How do I check my order number?

You can find your order number in several ways:
1. Check the order confirmation email sent by O NAIL.
2. Log in to your O NAIL account and view your order history.
If you still cannot locate the serial number, please contact our support team for assistance.

Do I need to pay for shipping?

Under Warranty 

• If the inspection confirms that the product issue is caused by a manufacturing defect or quality issue occurring within the warranty period, we will cover the costs of shipping both to and from our repair center.
• If the inspection determines that the damage was caused by misuse, accident, unauthorized modification, or other customer-related factors, the customer will be responsible for all shipping costs.
• If the inspection confirms that the product has both a quality issue covered under warranty and damage caused by customer-related factors, we will cover the round-trip shipping costs.

Out of Warranty  

For repairs outside the warranty period, the user is responsible for shipping costs both to and from the repair center.

Where should I send my product for repair?

After submitting your information, you will receive an email from repair@onail.com with shipping instructions. Please follow the instructions to send your product to our service center.

What should I do if I have questions about the repair quote?

If you have any questions regarding your repair quote, please contact our support team for assistance.

Can I update my shipping information after submitting the request?

Yes, as long as your device hasn't been shipped back to you yet. Contact our support team to update your shipping information.

Why is my device not covered under warranty?

The standard warranty for O NAIL product is two year. If your device is out of warranty or the damage was caused by human error, it will not be covered.

Can I get a receipt for my repair payment?

To request a receipt, please contact our support team.

How long will it take for my product to be shipped back to me after repair?

Once your repair is complete, shipping usually takes 5–10 business days, depending on the distance. You can track your shipment in real time on the courier's platform using the tracking number they provided.

Will I be responsible for customs clearance and import duties?

Standard repair service does not include customs clearance. For more information, contact our support team and include your product model and a description of the issue.