Shipping policy

1. Scope

This Shipping Policy applies to orders placed directly on Amazon, which are packed, dispatched, tracked, and delivered under the shipping terms shown by that marketplace at checkout and in the order record.

2. Shipping Availability

Available delivery destinations and shipping methods are shown at checkout. We may be unable to ship certain products to some countries, territories, postal codes, remote areas, PO boxes, forwarding addresses, or restricted destinations.

3. Order Processing

Orders are normally processed within 1–3 business days, excluding weekends and public holidays. Processing may take longer during product launches, promotions, holiday periods, inventory checks, address verification, or other unusually busy periods.

An order confirmation is not a dispatch confirmation. You will receive a shipping confirmation when the order has been handed to the carrier or fulfilment provider.

4. Delivery Estimates and Charges

Available shipping options, estimated delivery dates, and charges are calculated based on the products, destination, fulfilment location, and selected service. They will be displayed at checkout before payment and/or in your order confirmation.

Delivery dates are estimates, not guarantees, unless we expressly identify a guaranteed service. Carrier disruption, severe weather, customs review, public holidays, remote destinations, and events outside our reasonable control may affect delivery.

5. Tracking

Where tracking is available, the shipping confirmation will include a tracking number or tracking link. Tracking information may take up to 48 hours to update after dispatch.

6. Address Accuracy and Changes

Please check the name, address, postcode, telephone number, and other delivery information before submitting your order. Contact us immediately if a correction is needed.

We cannot guarantee that an address can be changed after an order has entered processing or been dispatched. Additional shipping costs caused by an incorrect or incomplete address, refusal, or failed delivery may be deducted from a refund or charged for reshipment where permitted by law.

7. International Shipping, Duties, and Taxes

International orders may be subject to import duties, taxes, customs-clearance fees, brokerage charges, or local handling fees. Unless checkout expressly states that these charges are included, they are the recipient's responsibility and are not controlled by QUUGE.

Customs processing may delay delivery. You are responsible for providing information reasonably required by the carrier or customs authority and for ensuring the product can lawfully be imported into the destination country.

If an international shipment is refused or abandoned because duties or required information were not provided, we may deduct unrecoverable shipping, return, customs, or handling costs from any refund, to the extent permitted by law.

8. Split Shipments

Products in one order may be dispatched separately because of stock location, product availability, or carrier requirements. If this happens, you may receive more than one shipping confirmation and tracking number. You will not be charged additional shipping solely because we split the shipment, unless disclosed before purchase.

9. Lost, Delayed, or Damaged Shipments

If tracking shows no meaningful update for an extended period, the parcel is marked delivered but cannot be located, or the parcel arrives visibly damaged, contact support@quuge.net promptly with your order number.

Before reporting a parcel as missing, check the delivery location, household members, reception or mailroom, neighbours, carrier notices, and the tracking page. We may ask you to cooperate with a carrier investigation and provide a statement or supporting information.

Keep damaged packaging and the product until the claim is resolved. Photographs may be required.

10. Risk of Loss

Risk passes as provided by applicable law. For consumers in jurisdictions where the seller remains responsible until physical delivery, QUUGE remains responsible until the product is delivered to you or a person you identified to receive it, except where you independently appointed a carrier not offered by us.