How Can We Help?

1.Do I need to have an account to order?
No, you can also place an order as a guest.

2.What if I typed the wrong email address?
Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order.

3.When will my order be processed?
All orders are handled and shipped as soon as possible. Please allow extra time for your order to be processed during holidays and sale seasons.

We processes orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and shipped the next day after the processing day. Please note that we don’t ship on weekends.

Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.

4.If I want to change/modify order information(like color, size, billing address, shipping address, shipping method), what should I do?
Please note that we can only change/modify your order before shipment. Therefore, please be more careful to place the order. If there are changes, please feel free to contact us.

5.How do I know if my order is placed successfully?
You will receive an order confirmation email when your order has been placed successfully. By visiting the Track My Order, you can check the status of your order.

6.How do I change or cancel my order?
We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment.

Any cancellation made after an order has been placed, will be subject to a cancellation fee of $0.5 regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.

Please note that any orders that have already been packed or shipped cannot be cancelled.

7.What Do I Do If I Have Missing Items In My Order?
If something is still missing, please contact us immediately.

8.When will my order arrive?
Delivery Time= Processing Time + Shipping Time. The estimated processing time is listed on the product page, some popular styles can be shipped out in 1-2 working days, while engraved or custom orders may take up to 7-15 working days. The delivery time is based on the shipping option that you have chosen. Once the order has shipped, we will email your tracking information on the next day as tracking information generally becomes available 24 hours after we have shipped the order. We are not responsible for delays caused by the customs department in your country.

9.Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in USD, which means you may be liable to pay for duties and taxes once you receive your order.
Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

10.What’s your return policy?
quenbyshop.com should meet or exceed your expectations. Click here to know more details about return policy.

11.How do I return an item?
If you are not happy with your purchase and wish to return an item, please contact us within 14 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.

12.If I don’t satisfied with your products, can I return it?
Of course. We offer a 14-day return policy if you are not satisfied with your order. Your may click here to check the details of our 14-day return policy.

13.What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.

14.How secure is my online order?
When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider’s network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

15.When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven’t received a credit for your return yet, here’s what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.

ABOUT COVID-19

16.Will shipping be affected by COVID-19?
According to the current situation with COVID-19, you may experience shipping delays. So we advise you to shop earlier if your order need to be delivered at a specific time. We do appreciate your understanding.

17.Are packages safe to receive?
Our packages are absolutely safe! According to experts from World Health Organization, Centers of Disease Control, and many others, coronavirus cannot
survive on surfaces for more than 3 days, so it cannot survive the journey from our warehouse to your door. We’ve also taken extreme measures to regularly
disinfect our warehouse, equipment and tools, as well as sterilizing every package before it’s shipped.