Delivery Information
COVID-19 Shipping Notice
We are closely monitoring the developments related to the pandemic, and we are adhering to all regulations and guidelines from the regulations and guidelines from the World Health Organisation and local public health authorities.
Free Tracked International Shipping
We are proud to offer free international tracked shipping from our warehouses in Hong Kong. We have considered shipping domestically from the United States and Europe but due to the sheer size and weight of our products, the cost outweighs the benefits of faster shipping times.
Delivery Times
Based on our previous orders and the information we receive from the logistics team these are the estimated shipping times:
The shipping time refers to the time your order takes from it to being shipped out, to it being delivered at your doorstep. All orders will be shipped from our international warehouses. Current average shipping times range between 7 to 15 working days. These shipping times are averaged from our last 500 orders, so we can provide our customers with the most accurate and transparent information we can.
Shipping times does NOT include processing which can take between 1 to 3 business days.
Tracking Information
You will receive emails regarding your shipment once your parcels have been handed over to the logistics team. Please keep an eye out for these emails
Shipping to selected countries
We only ship to:
United States, United Kingdom, Canada, Australia, New Zealand, France, Spain, Austria, Denmark, Finland, Ireland, Japan, Netherlands, South Korea, Switzerland, Hungary, Belgium, Hong Kong, Malaysia, Singapore, Italy, Germany and more...
We do not offer shipping to
Philippines, South America, Africa, India, Costa Rica, Puerto Rico, New Caledonia, and other countries...
If you would like to know if we provide tracked shipping to your country please contact us via an email at orders@qmartco.com.
Customs
The majority of our products are shipped successfully without incurring any fees. However, if you do incur charge we are more than happy to cover the fee via a partial refund upon provision of proof of receipt.
We are not responsible for any delays during customs checks as we have no control over the shipping times once a parcel is shipped out.
Why are some items shipped separately
If you have purchased multiple items from QMart & Co. we may provide multiple tracking links to avoid damages during transit and customs delays. We always try our best to combine your items into single parcels but occasionally, items are shipped out separately due to size and weight restrictions, and reduce shipping costs either case, you will be able to track each individual item in real time.
Lost, held or stolen parcels
We are aware that there may be times where parcels are marked as delivered but they are either lost, stolen, or still being delivered. This is why we provide free tracked shipping with common logistic companies like USPS, Royal Mail, Canada Post, so you can accurately locate your parcel.
You will receive shipping updates via email and/or SMS . Please be available to receive your parcels when they are out for delivery. If for any reason you cannot be available, please contact your local post office so they are aware of this, or ask a family or friendly neighbour to receive it on your behalf.
We are not responsible for any lost or stolen parcels if it is addressed to a shared place like a shop, restaurant , business, or flat whereby there are many residents . We are not responsible for mis-delivery errors via carrier, or incorrect shipping information provided at checkout although we will send you an email if we believe the address is not complete or correct.
My parcel has not arrived yet
If your order doesn't at the address provided or isn’t made available for collection after 90 days, you are entitled to a full refund or reshipment. Please report any parcels that haven't arrived via email orders@qmartco.com with your order ID.
You have 30 days to report any missing parcels after the estimated shipping time frame has passed. For example , if the estimated time frame for your order was 15 business days , you have 30 calendar days to report any parcels that has not arrived after the15 business days has passed.
Missing Packages
When the tracking for your package is updated as "delivered" by the postal carrier, it triggers an automated email from us to let you know about this new status.
Sometimes, a package will be marked as delivered by the shipping carrier prematurely. If you receive the delivery email but have not received your package, here is what we suggest:
For US customers
delivery vehicles use GPS that can automatically update a package as "delivered" prematurely . Please wait a few business days, as your parcel could have been marked as delivered by mistake, and will arrive in the next followIng days.
Please contact your local USPS post office. Make sure you contact your LOCAL post office, and not the USPS hotline. Your local post office will be able to provide quicker, and better service. Ask who delivered the package, and ask for the details of that delivery.
If the package still does not show up, please call USPS to file a claim or contact us at orders@qmartco.com.
For all international customers
Please check your door/mailbox for note from your local post office. If you have received a note, it should provide you with the instructions you need to successfully receive your package.
Contact your local post office and your local customs office. Ask who delivered the package, and ask for the details of that delivery. Postal services are used to these questions, and generally provide helpful information.
If you are unable to obtain information from your local post/customs office , please contact us for additional assistance. The QMart & Co. Team will work hard to locate your missing package and provide solutions for the situation at hand. Thank you for your understanding.
Ordering for a special occasion
Unfortunately, we cannot guarantee that your order will arrive in time for any special occasions including parties , weddings , anniversaries , Christmas , etc.
Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Note that we are not responsible for any fees and costs associated with the return, i.e. postage fees.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at orders@qmartco.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at orders@qmartco.com.
For more information please refer to our refund policy.