FAQs
Frequently Asked Questions
Hey there! Are you stuck on something?
This FAQ section has answers to questions lots of people ask. Find what you need below!
Can't find the answer? No sweat! Just shoot us a message, and we'll be happy to help. Remember, there are no dumb questions—ask anything!
ORDERING
Do I need to have an account to order?
No, you can also place an order as a guest. But there are some perks if you have an account with us:
- Quick checkout process
- Easily view your order status and order history
- Receive updates detailing our new releases and special promotions
What if I forgot my password?
On the login page, click "Forgot your password?" to redirect to a page where you can create a new password.
What if I typed the wrong email address?
Please contact us so we can change your email address. We can change your email address, name, and address, but we cannot change your order.
Are there any exchange rates?
We work in US Dollars (USD) here. If your credit card uses a different currency, no worries! Based on the exchange rate, your bank will convert the total to USD on the day they process your order.
How secure is my online order?
When you shop online and use your credit card, you enter your details on a website. This site uses SSL encryption to protect your information, which means no one else can access it. After you enter your information, it goes to our credit card provider. They check and approve the payment. We want you to know that we don't keep your credit card information on our servers to ensure it's extra secure.
How do I check my order status?
Once you place an order, you will get an email with your order number and purchase summary. Once we ship your order, we will send you another email with your tracking number.
If you didn't get an email, please message us at hello@trqwh.co. We'll give you your tracking number and help you more.
How do I change or cancel my order?
We can accept or decline the order, or any part of it, at any time after we get it. This can happen even after we send an order confirmation or authorize the credit card. We can still cancel your order even if your card is approved. If this happens, we'll refund your payment method.
We charge a $2 cancellation fee if you cancel your order, no matter how soon. Payment processors also charge us for cancellations.
Please note that you cannot cancel any orders already packed or shipped.
Email us at hello@trqwh.co to see if there are any changes or if you can cancel. Tell us why you want to cancel.
Can I use several discount codes in one order?
You cannot use promotion and discount codes together unless specified otherwise.
Why my discount code can not apply?
Email your discount code to hello@trqwh.co. We will check if you qualify and adjust your order if needed.
My item is damaged/defective/incorrect/missing. What do I do?
Please email us at hello@trqwh.co if your order arrives damaged, defective, or incorrect. Please attach a photo of the item.
We will send you a replacement item soon. Please wait for authorization from support before returning any items.
Why didn't I receive my order?
Please email us at hello@trqwh.co with your order number from the confirmation email/SMS message. We'll help you track your order.
SHIPPING
When will you process my order?
We want to ensure that you get your items as soon as possible. Please pick the suitable model and color before you order. We can't change your order after you place it, and we also can't change or cancel your order once it's in our system.
We will process orders in three business days. After that, we ship them the next day.
Our USA, UK, or China warehouses handle and ship all orders. Please expect extra processing time during holidays and sale seasons.
If you don't receive a tracking number within five days of paying, please contact us.
How long does it take for my order to arrive?
We ship all orders from our USA, UK, or China factory. Once shipped, we see delivery happen within the following timeframe:
- Standard Shipping: 3-5 business days
- Priority Shipping: 2-3 business days
Typical timeframes. Local carrier issues may delay delivery.
Please note that Delivery Time = Processing Time + Shipping Time.
How do I track my order?
All orders come with tracking information sent via email within 48 hours of shipment.
You can also track your order using your tracking number here.
Why is my tracking not updated?
Tracking information may not update immediately and may appear as "Pre-Shipment." Please allow up to 48 hours for tracking updates to appear.
Is my order eligible for free shipping?
You get free shipping if your order reaches the minimum amount needed. But this doesn't count for items on sale, discounted, or too big or heavy. Look at the product page to see if it qualifies for free shipping.
What about customs fees/taxes?
When your parcel reaches the destination country, you might have to pay import taxes, duties, and customs fees. The customs office in that country decides how much these charges will be. You, the parcel receiver, are responsible for paying these fees and taxes, which we do not cover. Contact your local customs office if you need more details about these charges.
We do our best to get your package to you quickly and smoothly. We provide all the necessary information on the package for customs. Usually, orders of 1-2 items don't have customs fees unless you're in a country with very low or no tax-free limits. If customs do charge fees, you'll need to pay them yourself.
How do I set my shipping address?
Our website and service are in English, so please write all your information in English, including punctuation marks. If your address does not have English letters, use similar letters instead. For example, you can replace "?" with "c."
Can I change my shipping address after placing an order?
Once we process or ship your order, you cannot change your shipping address. So, please update your address to your home address, not your vacation spot. If you update it to a vacation spot, customs might hold your package, and we cannot predict how long that might be. We regret any inconvenience this may cause you.
PAYMENT
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX, etc) and PayPal for payments. We do not accept personal checks, money orders, direct bank transfers, or cash on delivery.
RETURN
How do I return an item?
If you don't like what you bought and want to return it, don't hesitate to contact us within 30 days of receiving your order.
Please provide your order number and the reason for your return. Our customer service team will review your return request. If approved, you will receive further instructions. For more information, please see our Return & Refund Policy.
Will you cover the shipping cost for my returns?
The customer must cover all return shipping costs and any other extra fees.
What if the item I received is defective/incorrect/damaged?
First, we are very sorry. If you receive something wrong, missing, or broken, please inform us within seven days. Please send us your order number, pictures of the item(s), and related info. We will work quickly to fix your issue.
How long is the returns process?
After receiving your return, it may take up to 14 business days to process it. Once processed, we will email you to confirm.
When will I receive my refund?
We will credit all refunds to your original form of payment. If you use a credit or debit card, we send the refund to your card's bank. This happens 7-10 business days after receiving the returned item or you ask to cancel. Please call your bank to ask when they will add the credit to your account.
If you haven't received a refund, contact your bank or credit card company. It may take some time for the refund to appear in your account.