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FAQSBelow are some common questions about shipping, returns, and exchanges
Qrain has seven delivery warehouses, including (US Warehouse to USA Only, EU Warehouse to Europe, Asia Warehouse to Worldwide, AU Warehouse to AU Only, BR Warehouse to BR Only, CA Warehouse to CA Only, MX Warehouse to MX Only). If local delivery warehouse is out of store, you could choose Asia Warehouse when you place an order.
(1) Countries where the US warehouse ships:
United States
(2) Countries where the EU warehouse ships:
Eastern Europe: Russia, Belarus, Ukraine, Moldova, Estonia, Latvia, Lithuania, Czech Republic, Slovakia, Hungary, Poland
Western Europe: Ireland, United Kingdom, Belgium, Netherlands, France, Luxembourg, Germany, Monaco
Central Europe: Poland, Czech Republic, Slovakia, Hungary, Germany, Austria, Switzerland, Liechtenstein
Northern Europe: Iceland, Denmark, Finland, Norway, Sweden
Southern Europe: Portugal, Spain, Andorra, Italy, San Marino, Vatican, Slovenia, Croatia, Serbia, Macedonia, Montenegro, Bosnia, Albania, Bulgaria, Romania, Greece, Malta, Cyprus.
(3) Countries where the Asia warehouse ships:
Worldwide
(4) Countries where the AU warehouse ships:
Australia
(5) Countries where the BR warehouse ships:
Brazil
(6) Countries where the CA warehouse ships:
Canada
(7) Countries where the MX warehouse ships:
Mexico
We will process your order as soon as we receive it, which takes less than 24 hours (the weekend and holiday will be delayed to working day). Before the shipment, you can email us admin@qrainpen.com) if you need to cancel the order or change the delivery address and products.
If you place a pre-sale order, we will arrange delivery within 24 hours after the product arrives.
If the shipping address is in the United States and choose the US warehouse, the order will be shipped from the US warehouse and it is expected to be delivered within 3-7 business days (shipping time based on the distance).
If the shipping address is in Europe and choose the EU warehouse, the order will be shipped from the EU warehouse and it is expected to be delivered within 5-15 business days (shipping time based on the distance) .
If the shipping address is in the Australia and choose the AU warehouse, the order will be shipped from the AU warehouse and it is expected to be delivered within 2-7 business days (shipping time based on the distance).
If the shipping address is in the Brazil and choose the BR warehouse, the order will be shipped from the BR warehouse and it is expected to be delivered within 2-8 business days (shipping time based on the distance).
If the shipping address is in the Canada and choose the CA warehouse, the order will be shipped from the CA warehouse and it is expected to be delivered within 2-5 business days (shipping time based on the distance).
If the shipping address is in the Mexico and choose the MX warehouse, the order will be shipped from the MX warehouse and it is expected to be delivered within 2-5 business days (shipping time based on the distance).
If you choose the Asia warehouse, the order will be shipped from the Asia warehouse and it is expected to be delivered within 7-35 business days (shipping time based on the distance)
(Shipping time does not include customs clearance time.)
You can track your order on our website in 1-4 working days after your purchase.
Steps:
Sign in to your account→My Profile→My Orders→Find the specific order you want to track→Click the “Track” button next to the tracking number
*The actual shipping times may vary due to variable customs clearance times, inclement weather, public holidays, or other force majeure factors. If you have not received your package based on the above estimates, please kindly contact Support Center at admin@qrainpen.com.
*Sometimes it may take 2 days for the courier to update the tracking number and shipping info on the system. If the information has not appeared on the courier’s website, please try again after 24 hour
Our 30-day refund policy ensures shoppers receive their orders in perfect condition or can return them for a refund within 30 days of delivery.
Simply return your unused item(s) in its original packaging,once the returned merchandise arrives back in Qrain’s warehouse for inspection, the refund process will begin.
Refunds will be issued once the item arrives at our warehouse. The refund will be credited back using the same method as when your initial order was made. Processing time typically takes 3-7 working days.
Items not eligible for a refund:
• Orders received over 30 days ago (store credit will be issued, instead)
There are certain situations where only partial refunds are granted: (if applicable)
* Book with obvious signs of use
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery.
Exchange:
Qrain will replace damaged or defective items. If you need to exchange your item for the same product, contact us via email: admin@qrainpen.com
Defective Product Policy
If you have a quality issue to report, you can write us an email at admin@qrainpen.com and we will suggest you solutions.All purchases have 30 calendar days to return an item from the date you have received it. To be eligible for a return, refund, or replacement, your item must be in the same condition you received it. Returns require the following:
Refunds （if applicable）:
We offer refund/replacement only once we have received the product. It generally takes up to 10 working days for the refund to process. Refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
How do I return my product?
Send an email to admin@qrainpen.com before you return the product. Otherwise, we will not process this return.
U.S. customers return your item(s) to:
312 W 2nd St Unit #A816 Casper, WY 82601
As for other countries,
Please contact admin@qrainpen.com to get an RMA # and return address
If the package is returned due to failure to process customs duties in time, we will charge 40% of the shipping fee
Regarding the Shipping Costs in Returns:
i. For quality-related warranty claims, Qrain is responsible for shipping costs.
ii. For non-quality related returns/exchanges, the shipping costs must be covered by the buyer.
iii. If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
iv. If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
v. No restocking fee to be charged to the consumers for the return of a product.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you have any questions，Please contact us：admin@qrainpen.com
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