FREQUENTLY ASKED QUESTIONS
1. When will my order be processed and shipped?
All orders placed Monday - Friday before 2pm EST
will be processed and shipped the same business
day provided all authorization criteria have been
met. All orders placed Monday - Friday after 2pm
EST will be shipped the following business day.
WE DO NOT SHIP OR DELIVER ON WEEKENDS OR HOLIDAYS.
Occasionally item(s) may be out of stock and if this happens
on an order of multiple items we will ship the available
items on the order. A refund will be issued for the unshipped item(s).
For your protection, we may require proof of identify
in the event of the following:
- Different billing & shipping addresses entered
- Past history of fraud or chargeback has been assigned
- Unable to verify billing address information (i.e.
non US credit cards).
This may delay the processing of your order. If
additional proof of identity is required, we will
contact you based on the information provided on
your order. Reasons for requesting proof of identity
are subject to change at any time.
2. How long will it take for my order to arrive?
All orders placed Monday - Friday before 2pm EST
will be shipped the same business day provided all
authorization criteria have been met. All orders
placed Monday - Friday after 2pm EST will be shipped
the following business day. We do not ship or deliver
on weekends or holidays.
UPS Ground = guaranteed to arrive in 1 to 5 business
days
UPS 3 Day Select = guaranteed to arrive in 3 business
days
UPS 2nd Day Air = guaranteed to arrive in 2 business
days
UPS Next Day Air = guaranteed to arrive next business
day
3. What could cause a delay in my order?
Your order may be delayed or placed on hold for
one or more of the following reasons:
- Different billing & shipping addresses entered
- Your order exceeds a certain dollar amount
- Past history of fraud or chargeback has been identified
- Unable to verify billing address information (i.e.
non US credit cards)
If any of the above conditions exist, an e-mail
notification will be sent to you.
4. What are your shipping rates?
All shipping rates are based on the weight of
your items, the dimensions of the packages and the
location of your shipping address. Exact prices
are not known until you reach the shipping section
of your check out process, however, below is a general
range on an average 2lb. package.
- UPS Service: for all orders in the continental
US
Based on a 2 lb package
Ground: FREE
3 Day Select: $11.17 - $18.71
2nd Day Air: $13.85 - $20.33
Next Day Air: $21.67 - $40.47
- USPS: for Military Addresses
orders
Based on a 2 lb package
USPS Standard (7-14 days): $8.25 - $9.35
5. Do you ship orders outside of the United
States?
We currently do not ship orders outside of the United States.
6. Do you ship to military addresses or P.O.
Boxes?
Yes, we ship to PO Boxes and Military addresses
within USPS capabilities!
All packages are shipped via the United States Postal
Service (USPS). Sorry, express shipping and tracking
capabilities for USPS shipments are not available
at this time.
- Military Deliveries:
Please note that the average delivery time is 3
to 14 days, depending on the method selected.
You must enter APO or FPO as your city and select
AP, AA, or AE as your state from the pull down box.
- P.O. Box Deliveries:
Please note that the average delivery time is 7
to 30 days.
7. Which credit cards do you accept?
We accept Visa, Master Card, American Express,
and Debit / Check cards.
8. Do I have to pay with a credit card? Can
I pay by personal check or money order?
Sorry, we do not accept personal checks or Money
Orders*.
9. What is your return/exchange policy?
Your satisfaction is guaranteed. If you are not
satisfied with your purchase for any reason, you
may return it for a refund of the purchase price within 7 business days of receipt of returned items,
not including shipping fees. An online credit will be issued for all returns made after the 7 business day period for future purchases.
Please do not return any Sale merchandise, as you will not be given a refund/online credit. ALL SALE ITEMS ARE FINAL SALE. NO EXCEPTIONS.
Customer is responsible for all outbound and return
shipping costs. Exceptions will be made for defective
items only. In the event the return is made due
to defective merchandise, or a wrong item has been
shipped, Qi, will reimburse the customer for the
cost of shipping the merchandise back. In order
to receive a reimbursement for the shipping fees
back to qinewyork.com, customers MUST ship the merchandise
back either standard mail or GROUND. If any other
methods are used (Next Day, 2nd Day, 3 day, etc)
shipping costs will not be reimbursed even in the
event of damaged or mis-shipped merchandise.
All returns must be received within 7 calendar days
from date of invoice to receive a refund.
All returns MUST be in new and unused condition
in original packaging with tags attached. A $2.00
restocking fee will be imposed if returns are not
in original packaging with tags attached.
Invoice # and Billing Name must appear on the Return/Exchange
Form.
When exchanging one item for another, the value
of the returned item will be applied as a credit
towards the new item you are requesting. If the
price of the new item is higher, we will charge
your credit card for the difference. If the price
of the new item is lower, we will credit the balance
on your credit card (provided your return was received
within 15 calendar days from date of invoice). Please
Note: Returns from separate orders can not be combined
for credit towards a single exchange item. If you
would like to return items from several orders in
exchange for new items(s), please return the items
to us and place a new online order for the item(s)
you want to buy.
When you exchange one item for another, you will
be responsible for the cost to ship the new item(s)
to you.
Fill out the Return/Exchange Form and include it,
along with a copy of your invoice, in your package.
- How to return my package:
Please send us an email to
info@qinewyork.com
Wait for confirmation number.
Then print and fill out the return form and include
the return form in your package >>
Download
the return form
Seal your package well and send it to the return
address listed on the return form. We recommend you insure your
package and send it via a traceable carrier.
You will be notified by email when your package
has been received and your credit or exchange has
been processed.
Please note that your exchange item may be out of
stock by the time your return is received. We suggest
you list several style numbers on your return/exchange
form and note in the comments section which is your
1st, 2nd, 3rd choice. OR, specify that you would
like to receive an Online Store Credit.
If your exchange is out of stock or on back order,
a refund or online store credit will be issued.
10. My credit card was declined, but the "charge"
is showing on my credit card. What happened?
If your order was declined during the checkout
process you may see what looks like a "charge" to
your card if checking your statement online or by
phone. PLEASE NOTE: YOU HAVE NOT BEEN CHARGED. The
"charge" appearing on your card is called a pending
hold. Pending holds come about because banks and
credit card companies hold funds for online transactions
while they verify information in order to determine
whether or not to approve the transaction. If the
transaction was declined by your bank or your credit
card company, the hold will come off your statement
in accordance with the policies established by your
bank or credit card company. If you have any questions
about when the hold will come off, please contact
your bank or credit card company directly.
PLEASE NOTE: You may receive an error message
in the checkout process if your billing information
is not exactly how your bank/credit company has
it on file. The message will say AVS Mis Match:
The billing address provided does not match the
billing address on file with your credit company.
If this happens, use the edit button to edit the
billing information you entered previously so that
it matches exactly the information your bank or
credit company has on file. Please note that information
entered after your billing information such as promotional
codes, online store credits, gift card IDs, etc.,
may have to be re-entered.
11. I just placed my order, but I forgot to
use the promotional code and/or the code was not
accepted. What should I do?
Once an order is placed, a promotional code CAN
NOT be applied. Please call Customer Service at
212-239-8880 immediately to cancel the order and
place a new one using the promotional code. We can
place the order for you over the phone, or you can
place a new order online. Unfortunately, if your
order has already been processed we will not be
able to cancel it.
If the promotional code was not accepted during checkout, it can be one of the following reasons below:
Promotional codes cannot be applied to Pre-order, Lounge and Sale items.
Promotional codes cannot be combined.
12. What is your pre-order policy?
Please note that the delivery date is an estimated shipping date. We are unable to guarantee delivery dates for pre-order items due to unforeseen delays by the manufacturers that are beyond our control.
Pre-order items are sold on a first come first serve basis. We will charge your card for the full amount when the order is placed. We will ship the items as it becomes available to the shipping address provided at the time the order was placed.
If you decide to cancel a pre-order that you placed, please call Customer Service at 212-239-8880 immediately. An online credit will be issued for the amount charged to your card for future purchases. Unfortunately, if your pre-order has already been processed we will not be able to cancel it.
If for some reason we cannot fulfill a pre-order, we will immediately notify the customer (using the contact information provided during the time the order was placed) and issue a full refund.
13. How can I track my package?
You will receive an email confirming your order
immediately after a successful order is placed.
Once your order is shipped via UPS, you will receive
a second email notifying you of the tracking information.
