Shipping & Returns

I PLACED AN ORDER. WHEN WILL MY PACKAGE ARRIVE?

After checkout is complete, your order goes into our processing queue. Processing can take 3-5 business days. During times of heightened volume, this can take up to 7 business days. There is no way to rush this step. All orders are subject to this timeframe.

Once your package has been dispatched from our warehouse (after processing), it ships. Please refer to the courier"s website to understand more about the delivery times they are guaranteeing.

Please visit the selected courier's website for more information on shipping timelines or delays they may be experiencing. We apologize that we do not control this step. We do encourage priority shipping where possible.

I AM AN INTERNATIONAL CUSTOMER (OUTSIDE USA.) DO I HAVE TO PAY CUSTOMS AND TAXES?

Some countries charge additional fees when importing goods into the country. Items shipped outside of the United States may be subject to import duties, taxes and/or charges which are not included in the total cost of your order, nor will they be covered or reimbursed by Queen Brand. Please check with your country's customs office to determine what these additional costs will be prior to placing your order.

We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from the USA courier to the local carrier in your country or air and ground transportation strikes or delays once the package has exited the United States.

OUR SHIPPING RATES

USA
Standard Shipping - Free of charge, 3-14 days.
Expedited Shipping - $3.99, 3-5 days.

Worldwide
Economy International - $3.99, 6-18 days

RETURN INFORMATION

WHAT IS YOUR RETURN AND EXCHANGE POLICY?

We do not accept returns or refunds. Due to the nature of our business, all sales are final. Please note that Queen Brand reserves the right to refuse all returns.

In the event of an exchange any item received may be subject to a $5.95 restocking fee

MY ORDER IS DELAYED, LOST OR STOLEN.

We encourage you to contact the shipping carrier to find out your options. They may advise you to contact us, however, please note that we are not responsible for any actions taken on their behalf such as damaged, delayed, lost or stolen packages. We are not responsible for re-shipping costs if the package is returned to our Order Fulfillment Center due to a failed delivery attempt by the courier or in the event you are unable or refuse to accept the package.

MY PRODUCTS ARRIVED DAMAGED.

Please notify us within 3 business days of your order’s delivery date of any issues by providing a photo or video of all that was shipped to include packing materials and products. Without these items, we may be unable to assist. Please note that we are not responsible for items damaged in transit.

OOPS!

MY PROMO CODE DOESN'T WORK.

Please check your promo code for expiration details and whether it requires a minimum purchase. Please Note:

Discount codes cannot be retroactively applied. They must be entered at checkout.
Promo codes and cannot be combined with other offers or promotions.

I ENTERED THE WRONG ADDRESS AT CHECKOUT.

We are unable to modify or cancel orders once they have been placed. Prior to submitting your order please review your details to ensure they are correct. Packages are sent to the address entered at checkout.

I HAVE NOT RECEIVED MY ORDER CONFIRMATION, WHAT SHOULD I DO?

Order confirmations come immediately after placing your order. Typically if you have not received your order confirmation it may be in your junk/spam box or there is a typo in your email address. Please contact customer service.

DO YOU EVER DO GIVEAWAYS?

Yes, hang out with us on social media. There's always an opportunity to win.

CAN I CHANGE OR CANCEL MY ORDER ONCE I'VE PLACED IT?

DO YOU OFFER DISCOUNTS AND PROMOTIONS?

Yes from time to time we offer discounts and promotions. Sign up for our email and/or SMS alerts to receive news on special offers.

HOW CAN I CONTACT YOU?

Email us! Please write to us using support@queenstrands.com. Our hours of operation are Monday - Friday 9 am to 5 pm PST. It's important to note that response times are currently extended due to COVID-19 as well as during times of sales or promotions due to heightened sales volumes. This can further be true throughout the holiday season. Please allow 24-72 business hours (1-3 business days) for a response. We do ask that you are patient with us. Our system populates tickets by oldest to newest so if you contact us multiple times, please know this will place you at the back of the queue. We look forward to serving you! *Please note that business days do not include holidays that may fall on a weekday.

WHEN WILL YOU RESTOCK MY FAVORITE PRODUCT?

We are working hard to get stocked out items back online for you. Please sign up to be notified of a restock on the product page or be sure to subscribe to our newsletter. We also share updates on our social media pages..