FAQs

Frequently Asked Questions

We will never take pre-orders for stock that we do not actually have in our warehouse. This is actually to protect you the customer. This Quymart policy both ensures that you will receive what you ordered shortly after placing the order in addition to a guarantee for quality control on products we produce as an Quymart brand.

Yes, we have coupons and discounts for subscribers via email and followers on Facebook and Instagram every month

Subscribe us via email and follow us on Facebook, Instagram to get coupons and discounts

Just because it's a holiday doesn't mean we're not necessarily here; some of our warehouse are real workaholics!

That being said, if it's a holiday for our shipping carriers, then there won't be any orders going out that day, and shipping will be delayed to the next day. 

To cancel an order that is still in Processing status:

1. Log into your account using the My Account link at the top of the store page.

2. Click on the Orders tab.

3. Check your order status

order status

order status

4. If your order status is processing, please contact us via [email protected]. (please don't forget provide your order number when contacting)

5. Once your cancel request has been accepted, you'll receive an email notification. Refunds are not processed automatically, as we will need to examine the order and ensure that no part of it has been processed. This may take some time, depending on Quymart' workload, but this delay does not affect the order's cancellation eligibility.

Refunds can take several business days to process. Please contact your bank for additional information regarding this, as Quymart has no knowledge of or influence over processing time once a refund has been submitted.

6. if you created your order without associating it to an Quymart store account, then you'll need to contact Quymart support team via email [email protected]. This also applies if you wish to undo your cancellation, as there is not an action available to move an order back into Processing. Please provide your order number when contacting us.

Please contact us via email [email protected]. We'll work with you and do what we can to resolve the issue. We will need to collect some information from you in the process, primarily for locating the offending order and for verifying you as the card owner. As the card is likely to be closed as a result of fraud, we will need a front and back photo of it. We will also need a photo of the bank statement showing the charge; the amount and date in particular are very important here.

Here's what you can expect to happen, based on the status of the order. Each order has three phases of fulfillment, and handling of your fraud claim will depend on the phase in which it resides.

1: The order has not yet left the warehouse. In this case, it is as easy as us cancelling the order and submitting a refund, which will then put it into the processing hands of your bank.

2: The order is in transit. In most cases, we can intercept the order, marking it to return to sender. If it is possible for us to do this, then we will treat it as an immediate cancel and refund, as above.

2b: If the order cannot be intercepted, because it is too late in transit, or due to it being of a lower service level, then it will be treated as a delivered order. Please see the next point.

3: The order has been delivered. In this case, we cannot issue an immediate refund, as we have no way to recall our product, and we must protect ourselves against falsified fraud claims. To continue with your fraud claim, we recommend talking with your bank and following their fraud claim process. We will receive notice of the claim through our payment gateway and handle it accordingly.

In any of these cases, we will be happy to provide you with information requested for a police report or similar fraud claiming processes, assuming you are able to verify yourself as the card owner.

If you notice at the bottom of your shipment notification email that multiple tracking numbers are listed, then yes, you have multiple packages in transit to you. This is primarily for one of two reasons:1: Your order shipped from multiple locations. In the US, we have a warehouse on each coast, and if one location runs out of something, the other will have to pick up parts of orders for it. Each product page has a listing of which warehouse has what product available so you can be aware of what to expect.2: Your order was large enough, or contained an odd combination of items, to merit shipping in multiple packages. Anything more than a case will have multiple shipments. Odd numbers of packs will often do so as well, as our boxes are optimized for 1, 2, 4, and 8 packs.
If you received an email stating that your Item was on HOLD it means that your package is in Processing and will be shipped out at the earliest convenience. Common reasons that your package might be on HOLD include:1. The item is taking some extra time in processing2. *Our shipping dept wants to send all the product out at once and will hold it until they can       (*promotional items)3. There is a delay with UPS or USPS and we are working to resolve it.4. The item is on hold because we do not have all the items to complete the orderAlthough these are common reasons, they aren't the only ones. The best thing to do when you receive an email saying your item is on hold is to wait a couple days and if your status doesn't change you can email us to follow up.Thank you for your patience :)