Please, find below the answers to the most frequently asked questions (FAQs).

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General Information

Payment Information

Order Information

Shipping Information

Checkout Information

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General Information

Is your company accredited with Better Business Bureau?

Yes, our company is accredited with BBB and meets all BBB OnLine participation and Better Business Bureau accreditation standards, and is authorized to display the BBB Accredited Business seal.

Does your website provide secure shopping?

During the process of checkout the customer’s connection with our web site is protected by Secure Socket Layer, SSL protocol. This information is confirmed by Positive SSL Seal on our website.

How do I find the product that I am looking for?

To find the product that you are looking for, please either use the search box at the top or navigate through the web site.
To use the search, you may type the keywords that identify the product – model, part number, and identification word i.e. ac adapter, battery.
To navigate through the web site, you may click on the categories at the left side or at the center of the web site.
If you need any help when finding the product or any assistance when choosing from different products, please contact our customer support.

How do I contact the customer support?

You may contact our customer support using the following options:

email us at info@hqrp.com ;
use the Contact Us form ;
or use Live Support Chat .

Does your company sell wholesale or only retail?

We sell both retail and wholesale. For wholesale orders, please send your inquiries to our customer support with subject “wholesale inquiry”.

Does your company have a physical store? Do you offer local pickup?

No, our company does not have any physical store. Also we do not offer local pickup. We sell our products through internet only.

Payment Information

What payments methods does your company accept?

Our company accepts the following payment methods:

Major Credit Cards through regular Checkout (Visa, American Express, MasterCard, Discover);
Google Checkout to pay with credit card or existing Google Checkout Account;
Paypal Express with your existing Paypal account.

How do I find the security code / card verification number?

Visa, MasterCard, and Discover cards have security code (3digits) on the back side of the card
American Express cards have security code (4digits) on the front side of the card PICTURE

Can I send the payment by Mail / Check / Cash on Delivery?

No, our company does not accept payment by mail /check / cash on delivery.

Does your company collect sales taxes and, if yes, in which states?

Yes, our company collects sales taxes in New Jersey (7.000%) and in Florida (6.000%).
If you are a reseller registered in the specified states, please email us a scanned copy of your reseller certificate for tax deduction.

Order Information

How do I check the status of my order?

Please, log in to your account to check your order status. If you have any additional questions concerning your order or do not have account, please contact our customer support with subject “order status inquiry”.

How do I revise or cancel the order?

Please, contact our customer support with cancellation / revision inquiry. Please, be advised that we can cancel or revise the order before it was physically sent from our warehouse.

My order was cancelled or placed on hold. What does it mean?

Our company reserves the right to place the order on hold and verify the payment. In case the billing address is different from the shipping address or does not correspond to the credit card, we reserve the right to verify the payment or cancel the order.
For large orders our company reserves the right to request additional form of person identification prior sending the order.

How do I check the status of my return?

If you have any questions or inquiries regarding the status of your return, please
email us at info@hqrp.com with subject “return status inquiry”.

Shipping Information

Where does your company ship products from?

Our company ships orders from Harrison, NJ

Does your company ship products to my Country / Region?

Our company provides shipping to the following countries / regions:

USA;
Canada;
Austria, Belgium, Bulgaria, Czech Republic, Denmark, Finland, France, Germany, Greece, Greenland, Estonia, Latvia, Litva, Hungary, Iceland, Ireland, Macedonia, Luxemburg, Liechtenstein, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Republic of Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, and the United Kingdom (Great Britain);

Australia, Hong Kong, Japan, New Zealand, and Singapore;
Mexico;
Chile, Brazil, and Argentina.

We may ask for additional proof of address or identity for international orders (If using the Credit Card checkout, please make sure that billing address matches the shipping address)
Some products, because of their weight or size, have shipping restrictions. These restrictions are stated in products’ descriptions.
Also some countries imply import taxes. Please, consider this before making a purchase.

Does your company ship to APO/FPO addresses?

Please, contact our customer support prior ordering to APO / FPO and indicate the address and prospective order. We will check and provide instructions on how to make a purchase.

When will your company send the order if I place it today?

If the order is placed and payment is cleared before 11AM EST, we will ship the order the same business day, otherwise in most cases we will ship the order the next business day.
We ship orders Monday-Friday, except National Holidays.

What shipping options does your company offer?

Our Company currently offers the following shipping options:

Standard Shipping;
Expedited Shipping.

What is the estimated shipping time for the USA?

CONTINENTAL USA:

Standard Shipping: It takes approximately 3-7 business days (up to 10) for the order to be delivered.
Expedited Shipping: 2 business days from the day when the order was sent. We ship with Fedex 2nd day delivery (no delivery on Saturdays).

ALASKA, HAWAII, PUERTO RICO:

Standard Shipping: It takes approximately 5-10 business days for the order to be delivered.
Expedited Shipping: Not Offered.

What is the estimated shipping time for Canada?

Standard Shipping: It takes approximately 5-10 business days for the order to be delivered.
Expedited Shipping: Not Offered.

What is the estimated shipping time for international orders?

Standard Shipping: It takes approximately 5-14 days for the order to be delivered to specified countries. For some countries like Australia and New Zealand additional 3-5 days may be needed for items to be delivered.
Expedited Shipping: Not Offered.

What can I do if I have not received the order on time?

If you have not received your order on time, please email us at info@hqrp.com with the subject “order status inquiry”. We will be glad to provide you with delivery confirmation number / tracking number and the current order shipping status.
Please, keep in mind estimated shipping time for your country / region.

Can your company ship the order to the address different from my billing address?

Our company reserves the right to place the order on hold to verify the payment and customer’s address. If the billing address is different from the shipping address or does not correspond to the credit card information, we reserve the right to cancel the payment after the verification.
For large orders billing address should be the same as shipping address. We reserve the right to request additional form of person identification prior sending order.

How is the shipping cost calculated?

Shipping cost is automatically calculated during the process of checkout. After you have added the products to the shopping cart and proceeded to the checkout, you will be able to choose from available shipping options, and will know their cost before submitting the order.

Does your company provide delivery signature?

Our company does not provide delivery signature option at customer’s request. Still, all orders have delivery confirmation numbers or tracking numbers.
We may apply option of delivery signature for expensive or oversized orders.
For international orders, tracking information will show the order status for the US territory only.

Can I choose the shipping carrier or use my own account with one of the carriers?

Our company does not offer the option of choosing the shipping carrier or using customer’s own account with one of the carriers.

Checkout Information

I cannot add the product to the cart. What should I do?

Sometimes you need to clear the cache and/or cookies in your browser. If the problem repeats, please contact our customer support.

After I placed the order it shows the status “Failed”. What can I do?

Please, check that you entered all the information correctly and filled all required fields (including State, for US) during the process of checkout.
Please, make sure that you entered the correct Card Verification Number / Security Code, and that the card has valid Expiration Date and sufficient funds.
If you paid with Google Checkout or Paypal Express, please check that you have sufficient funds on your account, correct and up-to-date info and that payment passed processor verification.
After you performed the steps described above, please try to place the order again. If it still fails, you need contact our customer support. Our customer support will be able to determine the reason why the order failed and will provide necessary instructions.

Does your company offer any discount or promotions?

You can visit our promotions section using the following link
Where do I enter the promotion code?

The promotion code is entered during the process of checkout in special promotion field. Only one promotion code can be used during the checkout.

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