Shipping policy

 

Shipping
We offer free shipping on orders of $69+. For orders less than $69, ground shipping is $7.  Priority shipping is available for $14.00.

International Shipping
MONQ ships internationally for $20 and up, depending upon the size of the orders. Please note, that 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 International Orders need to be paid by bank wire transfer only, and a $500 minimum order payment will apply, after all discounts. Please contact us for more information and thank you for being a valued MONQ customer!

MONQ products should be purchased only from MONQ.com and authorized retailers to ensure the highest quality products and consumer safety and maintain the product guarantee. To find an authorized retailer, visit monq.com/find. 

Guarantee
We are confident you’ll love MONQ products as much as we do! That’s why we offer a 30-day guarantee. When you reach out within 30 days of your order being shipped, we’ll issue a refund or send you a replacement item—your choice. Please view the International Guarantee specifications below to learn more. Be advised that all orders will be reviewed and a return may be required before compensation can be processed. Visit the Returns & Exchanges portion of our policy page for return instructions.

To complete your return, we require a receipt, invoice number from MONQ.com, or other proof of purchase directly from MONQ, LLC. 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, they shall have the option to receive either a refund (excluding the original shipping cost) or one (1) replacement order of equal value to the original. Return shipping costs must be paid by the customer. Should a customer choose to receive a replacement order, they cannot later request a refund for the original order, as each order will only be compensated one (1) time. 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
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.

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.

Defective Product
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 for purchases made on MONQ.com/Shop.

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 is 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 support@monq.com.