FAQs

1. Do you ship internationally?

Yes. We currently provide shipping services worldwide. Shipping availability may still vary depending on the delivery address, local carrier access, customs restrictions, or other logistical limitations. If we are unable to ship to your location after an order is placed, we will notify you as soon as possible. For more details, please see our Shipping Policy.

2. How long does order processing take?

Orders are typically processed within 1–4 business days after payment is successfully confirmed. Processing time does not include weekends, public holidays, or delays caused by payment review, stock verification, address issues, or force majeure events. During peak periods, processing may take slightly longer. Please refer to our Shipping Policy for full details.

3. How long does shipping take?

Estimated delivery times depend on the destination region. Orders to Europe typically arrive within 7–14 business days, orders to the United States typically arrive within 8–16 business days, and orders to other international destinations typically arrive within 10–20 business days. These are estimates only, and actual delivery times may vary due to customs clearance, weather, local delivery conditions, remote area access, or peak seasons. Please see our Shipping Policy for more information.

4. How much does shipping cost?

Shipping fees depend on the destination region and order value. For Europe, standard shipping is €9.99 and orders of €129 or more qualify for free shipping. For the United States, standard shipping is €13.99 and orders of €159 or more qualify for free shipping. For the rest of the world, standard shipping is €16.99 and orders of €209 or more qualify for free shipping. The applicable shipping fee, if any, will be shown at checkout before payment is completed. Please review our Shipping Policy for full shipping terms.

5. Will I need to pay customs duties, VAT, or import taxes?

For international orders, customs duties, import taxes, VAT, and other destination-related fees are generally the responsibility of the customer unless otherwise stated. These charges are determined by the customs authority of the destination country and are not included in the product price or shipping fee unless clearly indicated. For more details, please refer to our Shipping Policy.

6. How can I track my order?

Once your order has been shipped, tracking information will be provided when available. Customers are responsible for monitoring the shipment status and ensuring that the delivery address submitted at checkout is accurate and complete. Tracking updates may depend on the carrier and destination. Additional information is available in our Shipping Policy.

7. What should I do if my order arrives damaged, broken, incorrect, or with missing items?

If your package arrives damaged, broken on arrival, contains missing items, or is different from what you ordered, please contact us within 48 hours of delivery. You should provide your order number, a description of the issue, and clear photos of the item, shipping box, inner packaging, and shipping label. This helps us review the matter promptly and support any carrier or payment verification process. Please see our Return & Refund Policy and Shipping Policy for details.

8. What payment methods do you accept?

We accept the payment methods displayed at checkout, including Visa, Mastercard, American Express, PayPal, Discover, Afterpay, Google Pay, and Apple Pay. The availability of certain payment methods may vary depending on your device, region, bank approval, or checkout settings. All available options for your order will be shown before you complete payment. Please see our Payment Policy for more information.

9. What currency will I be charged in?

All transactions on our website are processed in EUR (€). If your card or payment account uses another currency, your bank or payment provider may apply exchange rates, conversion fees, or international transaction fees. These charges are determined by your payment provider, not by us. Please refer to our Payment Policy for full details.

10. Is my payment information secure?

Yes. Payments are processed through trusted third-party payment providers, including Stripe and PayPal. We do not store, process, or retain your full payment credentials on our servers. This includes card numbers, CVV/security codes, expiration dates, or other complete payment details. Payment providers may use security measures such as SSL encryption, tokenization, fraud screening, risk monitoring, and identity verification. For more details, please review our Payment Policy and Privacy Policy.

11. Do you store my credit card or payment details?

No. We do not store or have direct access to your full payment details. Sensitive payment information is submitted directly to Stripe or PayPal through secure encrypted channels. Our handling of personal data and payment-related information is described further in our Privacy Policy and Payment Policy.

12. Can I cancel or change my order after placing it?

If your order has not been shipped within our stated processing time, you may contact us to request a cancellation. Once an order has been shipped, it can no longer be canceled. We do not currently support order modifications after an order has been placed, including changes to products, quantities, colors, sizes, shipping address, or other order details. Please review your order carefully before completing checkout. See our Shipping Policy and Return & Refund Policy for more information.

13. What is your return window?

We accept return requests within 30 calendar days from the date of delivery. To be eligible, the item must be unused, in its original condition, and returned with the original packaging, tags, inserts, and any protective materials included with the shipment. For full return conditions, please review our Return & Refund Policy.

14. Are any items non-returnable?

Yes. We may refuse returns for items that show signs of use, washing, wear, stains, odors, scratches, chips, cracks, missing parts, cosmetic residue, pet hair, or damage caused after delivery. Returned items must be in resalable condition and properly protected, especially fragile products such as glass cups. Please see our Return & Refund Policy for full details and restrictions.

15. Who pays for return shipping?

Unless the return is due to our error, such as a defective item, broken item on arrival, or incorrect product sent, return shipping costs are the responsibility of the customer. Original shipping fees are non-refundable unless otherwise required by law or unless the return is caused by our mistake. We strongly recommend using a trackable shipping method and keeping proof of shipment for all returns. Please refer to our Return & Refund Policy.

16. How long do refunds take?

After the returned item is received and inspected, we will notify you whether your refund has been approved. If approved, the refund will be issued to the original payment method used for the purchase. Refunds are typically processed within 7 business days after approval, although the exact posting time may vary depending on your bank, card issuer, PayPal, Stripe-supported wallet, or other payment provider. For more details, please review our Return & Refund Policy and Payment Policy.

17. How do you use and protect my personal data?

We collect and process personal data only for legitimate business purposes such as order fulfillment, shipping coordination, customer support, fraud prevention, legal compliance, and website improvement. This website is a self-hosted store built on WordPress and powered by WooCommerce. We use appropriate technical and organizational safeguards, including SSL encryption, secure server environments, firewall protection, malware scanning, monitoring tools, access controls, and data minimization practices. If you are located in Europe, your data is handled in accordance with applicable GDPR requirements. Please see our Privacy Policy for full details.

18. How are disputes handled?

If you experience a problem with your order, payment, refund, or use of the website, we encourage you to contact us first so we can attempt to resolve the matter directly. If a dispute cannot be resolved through customer support, it shall be submitted to the competent courts having jurisdiction over the location of 318 5TH AVE SE, CEDAR RAPIDS, IA 52401, and all disputes shall be resolved by the court as provided in our Terms of Service. If you need assistance, you may contact us at info@qavmir.com or +1(641) 219-8710.