Contact us

Introduction

At Pink Claws LLC, we believe that exceptional customer service is just as important as exceptional nail products. Whether you have a question about our Cat Eye Gel Polish collection, need assistance selecting the right Designed Nail Tips for your next project, require technical support with your Gel Nail Brushes, or want guidance on our Nail Art Tools & Accessories, our team is here to help. We do not rely on automated chatbots or outsourced support centers. When you reach out to Pink Claws, you will communicate directly with knowledgeable, friendly, and empowered team members who are genuinely invested in your satisfaction.

Communication is the cornerstone of trust. That is why we have made it as easy as possible for you to get in touch with us, no matter where you are located or what your preferred method of contact happens to be. From our headquarters in Richmond, Kentucky, we serve customers across the United States and around the world, and we treat every inquiry with the same level of care, urgency, and respect.

This Contact Us page is designed to provide you with every possible way to reach us, detailed information on what to expect when you reach out, and answers to common questions about contacting our team. We encourage you to read through the sections below, bookmark this page for future reference, and never hesitate to get in touch. Your voice matters at Pink Claws, and we are always listening.

Our Customer Service Philosophy

Before we provide you with our specific contact methods, we want to share the principles that guide every customer interaction at Pink Claws LLC. Understanding these values will help you know what to expect when you reach out to us, and it reflects our commitment to transparency and excellence.

Speed Without Sacrificing Quality

We know that when you have a question or a problem, you need an answer quickly. Our goal is to respond to all customer inquiries within 24 business hours, and often much sooner. However, we do not sacrifice the quality of our responses for speed. Every reply is thoughtful, accurate, and tailored to your specific situation. You will never receive a generic cut-and-paste response from Pink Claws.

Clarity and Honesty

If we do not know the answer to your question immediately, we will tell you so, and then we will find the answer. If a mistake has been made on our end, we will acknowledge it openly and take full responsibility. If a product is not right for your needs, we will be honest about its limitations rather than pushing a sale. Our reputation is built on trust, and we protect that trust through radical honesty in every customer interaction.

Empathy and Respect

We understand that reaching out to customer service can sometimes be frustrating, especially if you are dealing with a shipping delay, a defective product, or a billing issue. Our team is trained to listen first, validate your feelings, and then work collaboratively toward a solution. We treat every customer with the dignity and respect they deserve, regardless of the nature of their inquiry.

Ownership and Accountability

When an issue falls within our responsibility, we own it completely. That means we do not pass blame to shipping carriers, payment processors, or manufacturers. Instead, we act as your advocate, resolving problems on your behalf and keeping you informed every step of the way. This principle of ownership has earned us thousands of loyal customers who know they can count on Pink Claws to do the right thing.

Ways to Reach Pink Claws LLC

We offer multiple channels for you to contact us, allowing you to choose the method that works best for your needs and preferences. Below is a detailed breakdown of each option, including expected response times and best-use scenarios.

Email Support

Email is often the most efficient way to reach our customer service team, especially for complex inquiries that may require detailed explanations, attachments, or documentation. When you send an email to Pink Claws, you can expect a professional, thorough response within 24 hours on business days.

Email Address: editaashla10999@gmail.com

Best For:

  • Detailed questions about product specifications, ingredients, or application techniques

  • Submitting photos or videos of product issues (e.g., damaged items, color discrepancies)

  • Requesting bulk order quotes for salons or professional studios

  • Following up on existing support tickets

  • Providing feedback or suggestions for new products

  • Partnership, affiliate, or wholesale inquiries

What to Include in Your Email:
To help us serve you as quickly and accurately as possible, please include the following information in your email:

  • Your full name

  • Your order number (if your inquiry relates to an existing order)

  • The product name or SKU (if your question is product-specific)

  • A clear, detailed description of your question or issue

  • Any relevant attachments (photos, screenshots, receipts)

Example Email Subject Lines:

  • “Order #PK10234 – Damaged Cat Eye Gel Polish”

  • “Question About Designed Nail Tips Sizing”

  • “Wholesale Inquiry for Salon Account”

  • “Return Request – Gel Nail Brushes Set”

Response Time Guarantee: We respond to every email within 24 business hours, Monday through Friday, excluding major US holidays. Emails sent over the weekend will receive a response by the end of the following business day.

Telephone Support

For urgent matters or customers who prefer speaking directly with a team member, we offer telephone support during designated business hours. While we encourage customers to use email for detailed inquiries, our phone line is available for time-sensitive questions, order modifications, and issues that require immediate attention.

Phone Number: +1 6622211025

Business Hours: Monday through Friday, 9:00 AM to 5:00 PM Eastern Time (ET)

Best For:

  • Urgent order modifications (address changes, cancellation requests)

  • Questions about payment processing or Stripe-related issues

  • Immediate clarification on shipping options or delivery timelines

  • Customers who prefer verbal communication over written correspondence

  • Technical difficulties with the website or checkout process

Important Notes About Phone Support:

  • Our phone lines can be busy during peak hours; if you reach voicemail, please leave a clear message with your name, phone number, order number (if applicable), and a brief description of your issue. We will return your call within one business hour.

  • For complex inquiries that require research or documentation, we may ask you to follow up via email so we can provide a thorough written response.

  • International calling rates may apply depending on your carrier. If you are calling from outside the United States, we recommend using email or WhatsApp (if available) as an alternative.

Mail and Physical Correspondence

While we prefer digital communication for speed and efficiency, we understand that some customers or business partners may need to reach us via traditional mail. Please use the following address for all physical correspondence, including returns, legal documents, and payments (though we strongly recommend using our Stripe payment system for all transactions).

Physical Address:
Pink Claws LLC
212 N. 2nd St. Ste 100
Richmond, KY 40475
United States

Best For:

  • Product returns (please review our Refund and Return Policy before mailing any items)

  • Legal notices or formal correspondence

  • Wholesale or partnership documentation

  • Customers who do not have reliable internet access

Important Note About Returns: Do not send any returns without first contacting our customer service team to obtain a Return Merchandise Authorization (RMA) number. Returns sent without an RMA number may experience significant processing delays or may not be accepted. Please refer to our Refund and Return Policy for complete instructions.

Website Contact Form

For customers who prefer not to use email directly, we have integrated a contact form directly on our website at pinkclaws.shop. This form allows you to submit your inquiry through a secure, user-friendly interface without opening your email client.

Where to Find It: Navigate to pinkclaws.shop and click the “Contact Us” link in the footer menu or the main navigation bar.

Best For:

  • General inquiries that do not require attachments

  • Quick questions about product availability, sizing, or pricing

  • Website feedback or technical issue reporting

  • New customers who are not yet comfortable sharing their email address directly

How It Works: Complete the required fields (name, email address, subject, and message) and click submit. Your inquiry will be routed directly to our customer service team, who will respond via email within 24 business hours. The contact form is protected by reCAPTCHA and SSL encryption to ensure your information remains secure.

Frequently Asked Contact Questions

Before reaching out, many customers find that their questions are already answered in our comprehensive FAQ section. However, we have included below some of the most common contact-related questions we receive, along with direct answers. For a full FAQ, please refer to the dedicated Asked Questions page elsewhere on this website.

How long does it take to receive a response?

We guarantee a response to all email and contact form inquiries within 24 business hours. Phone calls are answered immediately during business hours, or returned within one business hour if you leave a voicemail. Social media messages (if applicable) may take slightly longer; we recommend using email or phone for time-sensitive matters.

Can I track my order by contacting customer service?

Absolutely. While our website provides real-time tracking information for all shipped orders, we understand that tracking links can sometimes be confusing or fail to load. If you need assistance understanding your order status, simply email us with your order number, and we will provide a detailed update, including current location, estimated delivery date, and any relevant carrier notes.

Do you offer support on weekends or holidays?

Our standard business hours are Monday through Friday, 9:00 AM to 5:00 PM Eastern Time, excluding major US holidays. We do not offer regular support on Saturdays, Sundays, or holidays. However, our team occasionally monitors inquiries during off-hours, and we always respond to weekend inquiries first thing on Monday morning. For urgent issues over the weekend, please leave a voicemail or send an email, and we will prioritize your request when we return.

What languages do you support?

Our primary language of operation is English. All customer service communications, including emails, phone calls, and written correspondence, are conducted in professional American English. If English is not your preferred language, we recommend using a translation service or having a bilingual friend assist you. At this time, we do not offer native-language support for other languages, though we are exploring this option for the future.

Can I speak directly with a manager or owner?

Yes. While most issues can be resolved by our frontline customer service team, we understand that some situations require escalation. If you believe your issue warrants management attention, simply state this in your email or phone call, and we will escalate your inquiry to a supervisor or, if appropriate, to our founder Edita Ashla. We take all customer concerns seriously and ensure that every escalation receives a thorough review.

Do you charge for customer support?

Never. All customer support services provided by Pink Claws LLC are completely free of charge. Whether you are asking a simple product question, requesting a return, or needing technical assistance, there is never any fee for contacting us or receiving support. If you encounter anyone claiming to offer Pink Claws support for a fee, please report them to us immediately.

Escalation and Complaint Resolution

While we strive for 100% customer satisfaction on every single order, we recognize that there may be rare occasions when you are not fully satisfied with the resolution provided by our frontline support team. In these instances, we have established a clear escalation process to ensure your concerns are heard and addressed appropriately.

Step One: Contact Frontline Support

Always begin by contacting our customer service team via email at editaashla10999@gmail.com or by phone at +1 6622211025. Provide as much detail as possible, including your order number, product information, and a clear description of the issue. Our frontline team is empowered to resolve most issues, including processing returns, issuing refunds, and arranging replacements.

Step Two: Request Escalation to Supervisor

If you are unsatisfied with the resolution provided by our frontline team, you may request to speak with or email a customer service supervisor. Simply reply to your existing email thread and write “ESCALATION REQUEST” in the subject line, or ask the phone representative to transfer you to a supervisor. Supervisors have additional authority to approve exceptions, process higher-value refunds, and investigate systemic issues.

Step Three: Contact Management

For issues that remain unresolved after escalation to a supervisor, you may request that your case be reviewed by management. Management reviews are conducted by senior team members who work closely with our founder. Management decisions are typically final, but they are made with careful consideration of all available facts, our published policies, and our commitment to fairness.

Step Four: Formal Complaint Submission

In the unlikely event that you remain dissatisfied after exhausting the above steps, you may submit a formal written complaint to our physical address: Pink Claws LLC, 212 N. 2nd St. Ste 100, Richmond, KY 40475. Formal complaints must include your full name, order number, a detailed chronology of your previous contacts with our support team, and the specific resolution you are seeking. We will acknowledge receipt of formal complaints within 10 business days and provide a written final determination within 30 days.

Privacy and Data Protection When Contacting Us

When you contact Pink Claws LLC, you entrust us with personal information such as your name, email address, phone number, order details, and potentially payment-related data. We take this responsibility extremely seriously. All customer communications are protected by industry-standard encryption and access controls.

Email Security: Our email system uses TLS encryption to protect your messages in transit. However, no email system is 100% secure. For this reason, we never ask you to send sensitive information such as full credit card numbers, social security numbers, or passwords via email. If we need to verify your identity, we will ask for partial information or use alternative verification methods.

Phone Call Recording: For quality assurance and training purposes, phone calls to +1 6622211025 may be recorded. You will be notified of this at the beginning of the call and may choose to discontinue the call if you do not consent to recording. Call recordings are retained for a limited period and are accessible only to authorized personnel.

Data Retention: We retain customer communication records, including emails and call logs, for as long as necessary to fulfill the purposes for which they were collected, comply with legal obligations, resolve disputes, and enforce our agreements. You may request access to or deletion of your communication data by emailing us with the subject line “Privacy Request.”

For complete information about how we collect, use, and protect your personal data, please review our Privacy Policy elsewhere on this website.

International Customer Support

Pink Claws LLC proudly serves customers in the United States and around the world. We understand that international customers may face unique challenges, including time zone differences, language barriers, shipping delays, and customs procedures. Our support team is trained to assist international customers with patience and expertise.

Time Zone Considerations: Our business hours are based on Eastern Time (ET) in the United States. If you are contacting us from a significantly different time zone, please allow up to 48 hours for a response, as your inquiry may arrive outside our working hours. We always respond in the order received.

Currency and Payment Support: All prices on our website are listed in US dollars (USD). If you are an international customer, your bank or credit card issuer will handle currency conversion. For questions about Stripe payment processing, international transaction fees, or declined payments, please contact us directly, and we will work with you to resolve the issue.

Shipping and Customs Inquiries: For questions about international shipping timelines, tracking, customs duties, or lost packages, please refer to our Shipping Policy first. If you still need assistance, contact our team with your order number and a detailed description of the issue. Please note that customs duties, taxes, and fees are the responsibility of the customer, and Pink Claws cannot predict or control these charges.

Sales, Wholesale, and Partnership Inquiries

Pink Claws LLC welcomes inquiries from salons, distributors, beauty schools, and other businesses interested in purchasing our products in bulk or establishing a formal partnership. We offer competitive wholesale pricing, dedicated account management, and customized ordering solutions for qualified partners.

Wholesale Inquiries: Please email editaashla10999@gmail.com with “Wholesale Inquiry” in the subject line. Include your business name, tax ID or resale certificate (if applicable), estimated monthly order volume, and the specific products you are interested in. A wholesale account manager will respond within 3-5 business days with pricing, terms, and next steps.

Affiliate and Influencer Partnerships: We collaborate with nail artists, beauty influencers, and content creators who share our passion for nail art. If you are interested in promoting Pink Claws products to your audience, please email us with “Affiliate Inquiry” in the subject line, along with links to your social media profiles or website, your audience demographics, and your proposed collaboration structure.

Press and Media Inquiries: Journalists, bloggers, and media professionals seeking information about Pink Claws LLC for editorial coverage should email us with “Press Inquiry” in the subject line. We are happy to provide product samples, executive interviews, high-resolution images, and company background information to accredited media representatives.

Feedback and Suggestions

We are constantly striving to improve, and your feedback is the most valuable tool we have. Whether you have a suggestion for a new product shade, an idea for improving our website, or a critique of our customer service, we want to hear it. Constructive feedback helps us grow, and we are never defensive or dismissive when customers share their honest opinions.

Product Suggestions: Have an idea for a new Cat Eye Gel Polish color, a different shape of Designed Nail Tips, or a new Nail Art Tool you wish existed? Email us with “Product Suggestion” in the subject line. While we cannot implement every suggestion, we read every single one, and many of our most popular products originated from customer ideas.

Website Feedback: If you encounter a technical issue on pinkclaws.shop, such as broken links, checkout errors, or display problems, please email us with “Website Issue” and include screenshots if possible. We also welcome general usability feedback—if something is confusing or frustrating, tell us so we can fix it.

Service Compliments: Did a particular team member go above and beyond for you? We love celebrating our team’s successes. Please email us with the name of the representative (if known) and a description of your positive experience. We share every compliment with the entire team.

Emergency and Urgent Inquiries

While most nail product inquiries are not truly urgent, we recognize that certain situations require immediate attention. Examples include:

  • You accidentally provided the wrong shipping address and your order has not yet shipped

  • You were charged multiple times for a single order due to a technical glitch

  • You received a damaged or defective product and need an immediate replacement for an upcoming appointment

  • You believe your account or payment information has been compromised

For truly urgent issues, we recommend calling us directly at +1 6622211025 during business hours. If you cannot reach us by phone, send an email with “URGENT” in the subject line and call again. We prioritize urgent inquiries above all other ticket types.

Final Words

We have designed this Contact Us page to be thorough, transparent, and helpful because we believe that easy access to support is a fundamental right of every customer. Pink Claws LLC is not a faceless corporation hiding behind automated replies and outsourced call centers. We are real people, based in Richmond, Kentucky, who genuinely care about your experience with our products and our brand.

Do not hesitate to reach out, whether your question is large or small, urgent or casual. Every email, phone call, letter, and contact form submission is received by a real human being who will treat you with respect, respond with clarity, and work diligently to earn your trust.

Thank you for choosing Pink Claws LLC. We look forward to serving you.

Pink Claws LLC
212 N. 2nd St. Ste 100 Richmond, KY 40475
Phone: +1 6622211025
Email: editaashla10999@gmail.com
Website: pinkclaws.shop

This Contact Us page was last updated on March 15, 2025. Policies and contact information are subject to change; please refer to our website for the most current information.