Refund and Return Policy 2023
Returns & Exchanges Form (PDF)
Our return address:
MONQ, LLC
ATTN: RETURNS
2600 Hart Street
Nashville, TN 37207
Please allow 5-7 business days for your return to be received at our Fulfillment Center. Once your package is received back at our facility, we will initiate a refund or exchange (whichever you requested) within 14-21 business days. If you requested a refund, it can take 3-5 business days to reflect on your statement.
Please note: Customers are responsible for shipping costs. MONQ does not refund shipping and handling fees.
All returned orders totaling $100 or more must be returned in unused/unopened condition to qualify for compensation of any kind. We recommend that you consider using a trackable shipping service or purchase shipping insurance. We cannot guarantee that we will receive your returned item.
We encourage but do not compel our retail outlets to provide the same guarantee. If you have purchased your product from a retail location, please address your concerns directly with that retail outlet.
Domestically Shipped Orders
Product Satisfaction
In the event that a customer is unsatisfied with their item(s) and reaches out within 30 days of their order being shipped, the customer shall have the option to receive either a full refund or one (1) replacement order including an item(s) of equal value to the original. Return shipping costs must be paid by the customer. All returned orders totaling $100 or more must be returned in unused/unopened condition to qualify for compensation of any kind.
Missing Orders/Product
In the event that a customer does not receive an order placed on MONQ.com and shipped domestically, MONQ will either reship or refund the order. If an order does not arrive within twenty-one (21) USPS working days after the order was shipped, the customer must notify MONQ within 30 days of their order being shipped to qualify for compensation. MONQ will compensate-either by refund or reshipment-customers only once (1) per order. Please note: MONQ will not compensate customers for orders not received after the second attempt to ship.
In the event that an item(s) was missing from a shipped order and we are informed within 30 days of their order being shipped, the customer shall be sent the missing item(s) or be refunded the price of the item(s). All returned orders totaling $100 or more must be returned in unused/unopened condition to qualify for compensation of any kind.
Please note: While we will make every attempt to assist you in editing order details prior to fulfilling the order, MONQ can not guarantee and is not responsible for incomplete or inaccurate customer-entered information (including but not limited to incorrect address information).
Defective Product
In the event that a customer receives a defective item(s) in a shipped order and reaches out within 30 days of their order being shipped, the customer shall have the option to receive either a full refund or one (1) replacement order including an item(s) of equal value to the original. Return shipping costs shall be paid by the customer. Please note: customers will only be compensated once (1) per original order. All returns must include original packaging and be postmarked within 30 days of the original ship date. All returned orders totaling $100 or more must be returned in unused/unopened condition to qualify for compensation of any kind.
Internationally Shipped Orders
Product Satisfaction
In the event that a customer is unsatisfied with their item(s) and reaches out within 30 days of their order being shipped, they shall be offered a refund (excluding the original shipping cost). Return shipping costs must be paid by the customer. All returns must include original packaging and be postmarked within 30 days of the original ship date. All returned orders totaling $100 or more must be returned in unused/unopened condition to qualify for compensation of any kind.
Missing Orders/Product
Customers who elect international shipping for a MONQ.com order but do not receive the order are eligible to receive a full refund or a reshipment if tracking details show the order was never delivered. When an order does not arrive within 21 business days of the original ship date and the customer notifies MONQ within 30 days of their order being shipped, they qualify for a refund or reshipment. In the event that an item(s) is missing from an internationally shipped order, and we are informed within 30 days of your order being shipped, the customer may elect to receive a refund for the missing item(s) or store credit for the price of the item(s). Customers will be compensated one (1) time only per order. Therefore, refunds will not be issued following a store credit. Customers shipping items outside of the US are encouraged to order from a MONQ international distributor. All returned orders totaling $100 or more must be returned in unused/unopened condition to qualify for compensation of any kind.
Defective Product
In the event that a defective item is received in an internationally shipped order and the customer contacts MONQ within 30 days of their order being shipped, the customer shall have the option of receiving a full refund for the item(s) or store credit for the price of the item(s). Return shipping costs must be paid by the customer, as MONQ is unable to generate international return shipping labels. MONQ does not assume responsibility for damages to packages shipped overseas. Customers will be compensated one (1) time only per order. Therefore, refunds will not be issued following a store credit issuance. All returns must include original packaging and be postmarked within 30 days of the original ship date. All returned orders totaling $100 or more must be returned in unused/unopened condition to qualify for compensation of any kind.
All Orders
Refunds
All refunds are processed in US dollars using the original method of payment and can only be processed once. Please allow 3-5 business days for your refund to be reflected on your statement. In lieu of a refund, you may request a store credit.
Shipping
We usually ship within 24 business hours of receiving your order and always within 48 business hours of receiving your order. Please allow extra time for fulfillment on weekends and holidays. Transit time from that point is determined by the method of delivery chosen at checkout. Please review your order details carefully before placing your order. While we will make every attempt to assist you in editing order details prior to fulfilling the order, MONQ can not guarantee and is not responsible for incomplete or inaccurate customer-entered information (including but not limited to incorrect address information).
Late or missing refunds
If a refund does not reflect on your account in 3-5 business days, contact your credit card company or financial institution. It may take some time before your refund to be processed and posted. If the refund is still outstanding after contacting your credit card vendor and/or financial institution and waiting the allotted time for a refund to reflect on your account, please contact us at orders@monq.com.
Shipping
We offer free US shipping on orders of $69+. For orders less than $69, ground shipping is $7.00. Priority shipping is available for $14.00.
International Shipping
MONQ ships internationally for $20. Orders ship to Canada for $15. Please note, all MONQ.com prices are in USD.
We encourage our customers to familiarize themselves with any applicable laws, regulations, or taxes that may affect the delivery of your order. MONQ does not assume responsibility for international shipments that are taxed, lost, held, or stopped by authorities in the receiving country.
A significant Value Added Tax (VAT) may be imposed by the United Kingdom and other receiving countries. While MONQ will gladly ship products to most countries worldwide, it is not uncommon for foreign countries to confiscate or refuse MONQ shipments. Countries, where this has occurred, include Brazil, Singapore, Turkey, and the United Arab Emirates. Please note: Customers choosing to ship MONQ products directly to those countries will be responsible for the purchase price of the order and all shipping charges. MONQ will not refund orders stopped by customs. If you suspect your MONQ shipment may be stopped by customs, we suggest shipping products to a friend in the United States.
MONQ is proud to serve customers worldwide. Due to increases in international fraud, all foreign transactions exceeding $500 are payable via bank wire transfer only. Please contact us for more information and thank you for being a valued MONQ customer!