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.

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: $8.68 - $12.42
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 and International orders
Based on a 2 lb package
USPS Standard (7-14 days): $8.25 - $9.35
USPS Global: (3 - 5 days) $25.45-$41.67

5. Do you ship orders outside of the United States?

YES! We ship to select international destinations (see below).
Shipping options may vary depending on the delivery restrictions in your country. Not all shipping methods may be available.
Exact shipping prices are unknown until you proceed through the checkout process.
Additional fees such as taxes, duty, or brokerage may be requested upon delivery or billed in the future from the carrier selected and your local customs department. Qi is not responsible for any of these costs.

Please see our shipping options below:

Orders weighing 5 pound or less:
USPS Standard - Delivery time = 7 - 21 days
USPS Global Express - Delivery time = 3 - 5 days

Orders weighing OVER 5 pounds:
USPS Global Express - Delivery time = 3 - 5 days

We ONLY ship to the following countries:
*Country list is subject to change at any time.

United States
Iceland
Antigua and Barbuda
Ireland
Argentina
Israel
Aruba
Italy
Australia
Jamaica
Austria
Japan
Bahamas
Belgium
Korea (North)
Korea (South)
Bermuda
Luxembourg
Brazil
Mexico
Canada
Netherlands
Cayman Islands
Netherlands Antilles
China
New Zealand
Denmark
Norway
Dominica
Poland
Dominican Republic
Portugal
Finland
Puerto Rico
France
Russian Federation
Singapore
French Guiana
South Africa
Germany
Spain
Greece
Sweden
Greenland
Switzerland
Guam
Trinidad and Tobago
Heard and McDonald Islands
Turkey
Hong Kong
United Kingdom
Hungary

AUTHORIZATION: International orders may be required to fax/scan proof of cardholder identity in order to prevent credit card fraud. We will contact you by email for additional information upon receipt of your order. For more information, please call our Customer Service department at 212-239-8880.

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, not including shipping fees or taxes.
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. *Please Note, for international orders Qi does not reimburse for Duties/Tariffs paid.
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@qicashmere.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.

12. 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.

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