Faqs

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If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.

Please allow 06 - 12 business days from the time your package arrives back to us for a refund to be issued.

Shopping Information

1. Where the product can be shipped?

This product is only shipped to the following countries: United States, Canada, Australia, New Zealand, Japan, Austria, Belgium, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Luxembourg, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, Turkey, United Kingdom, Andorra, Bulgaria, Croatia, Czech Republic, Estonia, Holy See (Vatican city), Iceland, Latvia, Liechtenstein, Lithuania, Malta, Monaco, San Marino, Slovakia, Slovenia

2. How much is shipping and how long will it take?

The shipping time is around 2-5 days.

The shipping cost will be calculated at the time of the checkout.

3. Will I receive customs/import duties? 

Any customs or import duties are charged once the parcel reaches its destination country. You may be charged for handling fees and taxes as your order passes through customs. These charges must be paid by the recipient of the parcel. We are not responsible for any customs and import duty charges. 

Unfortunately, we have no control over these charges and are unable to tell you what the cost would be, since customs policies and import duties vary widely from country to country. We recommend contacting your local customs office for current charges before you order, so you are not surprised by charges you were not expecting. 

Order & Returns

1. Return Policy

Last updated on June 3, 2022

Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

If you or your customers notice an issue on the products or anything else on the order, please submit a problem report.

2. How do I report a problem with my order?

Contact us on returns@quatello.com

3. What if an order gets lost in the mail?

For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. But no worries! We'll cover the costs of reprinting and shipping a replacement order for you.

We may ask for your help before doing that, like confirming with your customer that the shipping address was correct. It would also be good to double-check that your customer got in touch with the shipping carrier to try locating the lost order.

Keep in mind that if tracking information states an order was delivered but your customer thinks they haven't received it, we won't take responsibility and reship that order. In that case, any replacements would have to be at your expense.

4. What if the product is damaged in the mail?

If something arrives damaged, send a photo of the damaged goods to support@quatello.com, then we'll gladly send a replacement at no cost to you.

5. What if the recipient's address was wrong?

If the recipient's address was wrong, then you are held responsible. Usually, the package is sent back to the return address. If you set the return address as your own, you can update the address and personally reship the order. If our address is set as the return address, then we'll contact you for an updated address.

If the package was not returned to sender, then you would have to process a new order to replace the original.

6. How are returns handled differently when comparing quality concerns or customers changing their minds?

Any returns or problems that occur because of an error on our part will be handled at our expense.

If your customer would like to exchange or return a product without any defect or due to a wrong size being ordered would be handled at your expense by placing a new order.

You’ll receive an email if the item is returned to our facility.