Frequently Asked Questions - (FAQ)

Our customer service team is always here to assist.

Orders and Shipping

How long does it take for me to receive my order?

Orders are processed within 1-2 business days. Including transit time, expect delivery within 6-9 business days. Delivery times may vary due to weather and transportation factors.

How do I create an account?

Click on the "My Account" icon at the top right corner of our website and follow the registration prompts.

How do I change my shipping address?

Log in to your account, navigate to "Account Settings," and update your shipping information accordingly. If your order is already processing, please contact us immediately.

How do I track the status of my order?

Once your order is shipped, you'll receive an email with your tracking number. You can also track your order in the "Order History" section of your account and you can track your order using this tracking link here or on the the website where it states Track Order.

Will you keep my credit card information on file?

We prioritize your security and do not store credit card information without your consent. You may choose to save your payment details for future purchases during checkout.

Do you charge sales tax?

Applicable sales tax will be calculated and displayed at checkout based on your shipping address.

Do you ship internationally?

Currently, we ship within the Continental United States of America. We are working on expanding our shipping destinations in the future.

Will my items come in one package?

Depending on product availability and warehouse locations, items in your order may arrive in separate packages.

What happens if I receive a damaged or incorrect item?

If your product arrives damaged or incorrect, please contact us immediately at support@quenlo.com with your order details and photos of the issue. We will cover the return shipping costs and work with you on a replacement or refund.

Returns and Exchanges

What is your returns policy?

We offer a 30-day return policy for items that are unused, undamaged, and in their original packaging. For detailed information, please refer to our Return & Refund Policy.

How do I initiate a return?

Simply contact our Customer Support at support@quenlo.com with your order number and reason for return. We will send you detailed return instructions and a prepaid shipping label when applicable.

Where should I mail my authorized return?

After contacting our support team and receiving return authorization, we will provide you with the return address.

Order Changes and Cancellations

Can I change or cancel my order after submitting it?

We process orders quickly. If you need to change or cancel your order, please contact us immediately. If the order has already been processed, changes may not be possible.

What do I do if I entered an incorrect shipping address?

If your order has not yet been processed, contact us immediately to update your shipping information.

Additional Questions

Why might my order arrive in multiple packages?

Depending on product availability and warehouse locations, your order may be split into separate shipments.

How long does it take to receive a refund?

Once we receive your return, we inspect it and process your refund within 7 business days to the original payment method.

How do I Opt Out of sharing or selling my personal information?

You can opt out of the sharing and selling of your personal information at any time by visiting our dedicated opt-out page: https://quenlo.com/pages/data-sale-opt-out

Contact Us

If you need further assistance, please reach out to our customer support team:

Email: support@quenlo.com
Phone: 646-413-6137
Address: 4080 Broadway Ste 133, New York, NY 10032