When can I expect to receive my Qure package?

We are working closely with our external partners and carriers to ensure your Order can reach you as quickly as possible. See below for the most up-to-date information (excluding holiday season and potential courier delays)*:

Where does Qure ship?

Qure currently ships worldwide!Packages are shipped via FedEx, USPS or DHL courier with standard shipping services.

When will my order ship?

Here’s how it works: you order, we process, then we ship. Ordering takes a few seconds. Processing takes 1 to 3 business days (and orders placed after 9am ET are processed the next business day). Then one of our carriers takes it from there. You’ll get a shipment notification email with a tracking number as soon as your package ships and it’s on the way!

I'm having problems with the tracking.

Sorry about that! Please note the carrier could take 1-2 business days to register your shipment status online. If your tracking number isn’t updating or working at all after this time period, please reach out to us via [email protected]. We can give you the inside info.

Why is my order being returned to the sender?

There are a few reasons an order can be returned to sender, but most often it is due to an undeliverable address (such as PO Boxes). Other instances include the package being unclaimed, or refused/returned by the customer. When this happens, please contact us at [email protected] and we will be happy to arrange a reshipment for you!

Do I need to pay for Taxes and Duties?

Please note that depending on your order and country, you may be liable to pay local taxes and duties on receipt of your order, for which Qure cannot accept liability. International shipments may be subject to the imposition of customs or import duties once they reach their destination. You will be liable for all of these duties and it is your sole responsibility to pay the charges to release the goods from the shipment. We are legally required to declare the full value of the shipment and will provide an invoice to customs should they require it.

Please be aware that customers are responsible for payment of any local customs duties. If customs duties are refused or unpaid, these will be deducted from any future refund if applicable. We have no control over these charges as customs policies vary by country. Should you opt not to accept delivery and return the package to sender (RTS), a $49 restocking fee will be deducted from your refund once we receive the item back in our warehouse. If you have any questions related to customs charges, we advise you to contact your local customs office.

My order was lost, damaged, or missing something!

If your order has not arrived within (20 business days) from the day you received your tracking number or if your package arrived damaged or missing an item, please reach out and let us know. Send us an email at [email protected] and we will do everything we can to help you asap!

Where's my order?

You may track your order via the link in your shipping confirmation email. If you're having trouble doing this, please email us at [email protected].

How can I update my order or cancel my order?

If your order has not been shipped then please email us at [email protected] as soon as possible if you would like to cancel or change your order. Our fulfillment center processes orders quickly, but we’ll do our best to process your request.

My coupon didn't work!

If your promo code won’t apply or you get an error message, check whether the following applies to you:

• You haven't entered the code exactly as it was advertised - Try copying and pasting it and don't leave any extra characters or spaces.
• The code is expired - All codes' life eventually comes to an end, make sure you use it before that happens.
• The code is being used on an already discounted bundle.
• The code is only valid for a particular product - Double check that you're purchasing the right product for the code you want to use.
• You didn't obtain your coupon from a valid source - These are: our website banner, social media post, or email promotions - be sure to subscribe (add link to “newsletter”) to our newsletter!

If you are still experiencing problems after checking all the points above, please contact us at [email protected]. Include the details of the coupon code you're trying to use and the items you have in your cart - we’ll be happy to help!

Can I use multiple promo codes at checkout?

You can use one promo code per order. If you’ve encountered two valid Qure promo codes then please choose the one you want to use more.

What is SecureShip?

SecureShip provides shipping insurance for our customers’ online purchases that are lost or damaged while in transit or “porch pirated” (“porch pirated” meaning the carrier reports the status as “delivered” but the parcel has been stolen from the delivery address)

Customers who do not purchase SecureShip shipping insurance are not eligible for coverage on items lost or damaged in transit.

How do I make a claim?

All packaging material and damaged goods must be kept in the original form as received. Packaging and damaged goods should not be disposed of or released to the carrier before a claim is completed as photographs will be required. Failure to comply will result in the denial of the claim due to insufficient packaging.

Concealed damage allows for the discovery of loss or damage up to 15 days after final delivery. The loss is deemed to have possibly occurred during the insured transit. Discovery of loss or damage occurring 16 days or later after final delivery is deemed to have occurred while the shipment was NOT in transit, and therefore, is not covered.

In case of loss or damage to the covered parcel or freight the following must be completed:The Insured will file immediate notice of non-delivery, damage, or shortage with the Qure Customer Service Team. The Insured will not file a claim with the Carrier as all rights to the carrier provided coverage is assigned to Qure Customer Service Team.

Once a claim has been accepted and approved by us, prompt payment will be made to the Insured.SecureShip will rely on the determination of responsibility made by the original Carrier to assist in substantiating the loss.

All fees paid for the Services are non-refundable and non-transferable except as may be expressly provided in these Terms.