FAQ
General Questions
What is the status of my order?
After you place an order, we will send you an order confirmation email. Once your order has shipped, we will send you a shipping confirmation email containing available tracking information.
Can I change or cancel my order?
Orders can only be changed or cancelled before they have been processed for shipping. Please contact us as soon as possible at support@quirkycrates.com and include your name and order number.
If your order has not shipped: We may cancel the order and issue a refund.
If your order has already shipped or is in transit: We may be unable to intercept or cancel the shipment. You may notify us that you wish to withdraw, but you will normally need to wait until the product arrives and then follow our return instructions.
If your order has been delivered: You may request a return in accordance with our Return & Refund Policy and applicable consumer law.
Payment
What payment methods do you accept?
We currently support the following payment methods:
- Shop Pay
- PayPal
- Apple Pay
- Google Pay
- Klarna
- Visa
- Mastercard
- American Express
- Discover
- Maestro
- Diners Club
The payment methods available to you will be displayed at checkout and may vary depending on your country, device, currency, and order eligibility.
Is payment secure?
Yes. Payments are securely processed through Shopify and the applicable payment provider. We do not directly store your complete credit or debit card information.
Which currency will I be charged in?
Our store transactions are processed in USD unless another currency is displayed at checkout. If your payment method uses another currency, your bank or payment provider may apply its own exchange rate and currency conversion fees.
Do you offer installment payments?
Installment payment options may be available through Klarna or Shop Pay, depending on your location and eligibility.
Available installment options, payment schedules, interest, fees, and other applicable terms will be displayed at checkout and are determined by the relevant payment provider.
Shipping
Where do you ship?
We ship worldwide, including destinations in Asia, North and Central America, Europe, and Oceania. Shipping availability may depend on the product and destination.
How long does it take to process and ship my order?
Orders normally require 1–5 business days for processing before shipment.
Estimated delivery normally takes 7–15 business days after dispatch. Delivery times are estimates and may be affected by holidays, customs processing, severe weather, carrier delays, or the destination country.
How can I track my package?
Once your order has shipped, we will send you a shipping confirmation email containing available tracking information.
What happens if I am not home?
Depending on the destination and carrier, another delivery attempt may be made, or the carrier may contact you to arrange delivery. Your package may also be taken to a local collection point or post office.
Please monitor your tracking information and contact the carrier when necessary.
Returns and Exchanges
Do you accept returns?
Yes. To request a return, contact us at support@quirkycrates.com and provide your name, order number, reason for the return, and any relevant photographs.
For a standard return:
- The product must have been purchased from our online store.
- The return request must be submitted within the applicable return period.
- The product must not have been used beyond what is reasonably necessary to inspect its nature, characteristics, and functionality.
- The product should be returned with its original accessories and packaging where reasonably possible.
Do not return a product before receiving return instructions from us.
Can I exchange an item?
We may accept exchanges under the same general conditions as returns. Please state which product you would like when contacting customer service. Exchanges are subject to product availability.
Are returns free?
For returns caused by a change of mind or the exercise of an applicable withdrawal right, the customer is generally responsible for the direct return shipping costs, unless we agree otherwise or applicable law requires us to pay.
The return address will be provided by customer service. Our return address may be located outside your country or region, including in China. International postage, tracking, customs documentation, and other direct return costs are the customer’s responsibility for standard change-of-mind returns.
If the product is defective, damaged on arrival, or incorrect due to our error, please contact us before returning it. Where required by applicable law, we will cover the reasonable return costs or provide another appropriate solution.
What if my order is already in transit?
If your order has already shipped, we may be unable to stop or redirect it. Please wait for delivery and contact us for return instructions.
Do not refuse delivery or return the package to the sender unless customer service specifically instructs you to do so. Unauthorized returns may be delayed, lost, or sent to an address that cannot process returns.
How long does it take to process a return?
After receiving and inspecting your return, we will notify you whether the refund or exchange has been approved. Approved refunds will be processed to the original payment method, subject to our Return & Refund Policy and applicable law.
Your bank or payment provider may require additional time to post the refund.
EU Right of Withdrawal
Do EU customers have a cooling-off period?
Unless a legal exception applies, EU consumers may withdraw from an eligible online purchase without giving a reason within 14 days from the date they, or a person designated by them, receive the goods.
To exercise this right, use the withdrawal function provided on our website or contact support@quirkycrates.com with your full name, order number, and a clear statement that you wish to withdraw from the purchase.
After notifying us, you must return the product within 14 days and follow the return instructions we provide.
For a standard withdrawal, the customer is responsible for the direct return shipping costs. The supplied return address may be international, including an address in China.
Where required by law, we will refund the product price and the cost of our least expensive standard delivery option. Additional costs for an upgraded delivery method are not refundable.
We may withhold the refund until we receive the returned goods or you provide evidence that the goods have been sent back, whichever occurs first.
The customer may be responsible for any reduction in value caused by handling beyond what is necessary to inspect the product. Statutory rights concerning defective, damaged, or incorrect products remain unaffected.
For further assistance, please contact us through our Support Center or email support@quirkycrates.com.