Frequently Asked Questions

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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. 

Shipping is done through 3rd party companies such as USPS, YunExpress, SFExpress, ... During the or season peak, the shipping speed will slower than usually due to high demand

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.Items are shipped directly from our overseas warehouses. We ship out items individually to reduce waiting time as our warehouses are located in different regions. You would not be charged extra if your purchase is from 2 or more warehouses, that is on us!
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. You use an eCheck payment, It usually takes 6-8 business days for an eCheck payment to clear.2. Our payment gateway detects fraud in your payment and needs verification time3. You send a messenger us via PayPalAlthough 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 :)