Customer Service

Shipping & Delivery 

We usually ship the items within 1 – 2 business days after payment clears. This time is for processing, handling and packaging, and dispatching of your order.

We reserve the right not to send some items, requiring special transportation conditions, to addresses outside of USA.

Delivery time to USA address is 3-7 business days, Canada - 5-10 business days, and to Europe - 10-20 business days.

We use USPS Priority or 1st Class for orders with Standard Shipping Service less than $65.
Fedex Ground is used for more expensive orders with Standard Shipping Service and Fedex 2nd Day for orders with Expedited Shipping Service. The shipping cost includes the cost of packing and handling.


For orders with total equal to or greater than $100 we include Direct Signature confirmation.
In case the buyer is not able to receive the order shipped with Signature Confirmation and such order returns back to us, the buyer is responsible for Initial and Return Shipping Costs.

- We reserve the right to verify the order and/or shipping method with the customer before physically sending it.
- If the goods were returned back to us by the delivery service because of the wrong address, the buyer gets refund without Shipping Cost.

- We are not able to ship the items to the addresses temporarily occupied by the customers, i.e. hotels, motels, resorts and inns.

International buyers please note: Import duties, taxes and charges depend on the country's laws of the recipient and are not included in the item price or shipping charges. These charges are the buyers responsibility. Please check with your country's customs office to determine what these additional costs will be prior to bidding/buying.

Cancellation 

Orders can be cancelled before they are physically shipped. We ship all orders within 1-2 business days. If you need to cancel your order, please email us asap.

 

If an order was already shipped, it can be returned.

Returns & Replacements 

We stand behind all our products and try to provide our customer the best service possible. 
If any problem with the product arises, please email us.

 

Returns are allowed within 30 days from receipt. Please contact us for return authorisation prior to sending the product back.

We will issue the refund or send a replacement merchandise to the customer at our own decision. 
Our decision is based on inquiry from customer, product availability and other factors.

Initial shipping and handling fees are the costs of sending the product to customer and will not be refunded. 
In case the item sold has "free shipping", HQRP will refund the amount of purchase, without "actual shipping costs". In case of buyer's remorse, the buyer is responsible for return shipping. 
- Restocking fee 10% is applied for sealed merchandise; 
- In some cases we may grant RMA for opened goods. But in this case restocking fee 15% is applied.

Defective on Arrival (DOA) shipments should to be reported within 7 days. 
They will be replaced ASAP for free (subject to stock availability) or refunded.

After the return authorization is sent to the customer, we will have to receive the merchandise within the next 7 business days. 

Products damaged during transportation.
- Products damaged during transportation should be reported ASAP but not later than 3 business days after the receipt. 
Shipping packaging and product packaging should not be disposed of because they are used as evidence for associated carrier
insurance claim. Also we ask the customers to send us the pictures showing the damage during transportation with the initial claim.
Once such product is reported, we file insurance claim with the shipping carrier and/or resolve this problem with the customer 
by providing refund or replacement once the shipping carrier fulfils obligations related to the claim

Return of the products during warranty period
- As the products are sold in the USA, all warranty obligations and warranty service are also fulfilled in the USA.
- Returns of defective or malfunctioning products are accepted during warranty period, which is stated in product comments (except DOA, see above).
- The warranty is not re-distributable to third parties.
- We will send a replacement product or issue the refund to the customer at our own decision.
- Please, do not use the product if it is damaged or the defect is discovered. We will not be liable if the knowingly defective or damaged product 
was used and caused damage to the corresponding device or other property.
- The warranty is void if the product was physically damaged or the product was damaged due to misuse, alteration, improper installation, 
abnormal electrical, mechanical or environmental conditions.
- Seller's maximum liability shall be limited to the purchase price of the product sold by HQRP. HQRP shall not be liable for punitive, consequential or special damages for any injury to persons or damage to property or other loss or injury under any circumstances (including lost profits) other than the replacement or refund of the purchase price of any defective product. 

Manufacturer warranty 

If the product has manufacturer warranty, the warranty obligations and technical support are fulfilled by the manufacturer. This warranty is not transferable. It is only applicable to direct customers upon presentation of the proof of purchase, i.e. the original invoice.
In case the wrong product was shipped to the customer, we will accept it back and will resend the right product for free.

 

Returns that have missing parts will not be processed until the missing part is received. 
Missing parts include, but are not limited to, original manufacturer packing materials, manuals etc.

When sending the return merchandise back to us, please, include the following information: 
- the copy of the return email confirmation; 
- reason for the return; 
- address to ship back the product to; 
- the original order invoice/packing slip with the return product circled; 
- you current valid email address.

We will not be held responsible if the return package is stolen or damaged during delivery. 
Also the return will be rejected if the Return Authorization Number is not stated on the return package. 

Return and Refund Policies above are strictly followed with no exception. 
We reserve the right to update the Return and Refund Policies above without any prior notice.


International buyers please note: Import duties, taxes and charges depend on the country's laws of the recipient and are not included in the item price or shipping charges. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to buying.

Privacy & Security 

We do not disclose private information of our customers to third parties except when obliged by law or court order.
HQRP values the privacy of your personal data.

Contact information:
email: info@hqrp.com
phone: 973-679-7091

Copyright © 2013-present Magento, Inc. All rights reserved.