FAQS

Q: HOW LONG WILL IT TAKE TO GET MY ORDER?

For Australian orders: STANDARD ($5): 2 – 5 business days after dispatch. EXPRESS ($8): 1 – 2 business days after dispatch.

QUESTIONS?
Contact us at customercare@quayaustralia.com.au and make sure to include your full name and order number, if applicable, so we can expedite your inquiry.

CUSTOMER SERVICE HOURS:

Monday-Friday 7 AM - 3 PM. Please allow up to 7 business days for a response.

HOW LONG WILL IT TAKE TO GET MY ORDER?
For Australian orders
STANDARD ($5): 2 – 5 business days after dispatch
EXPRESS ($8): 1 – 2 business days after dispatch

HOLIDAY SHIPPING- GET IT BY 12/25:
AU Standard Shipping: Thursday, December 14, 2023AU Express Shipping: Monday, December 18, 2023

WHERE’S MY ORDER?

You can track your delivery through parcel tracking, the online chatbot and the MyPost App. For the latest information about delays and impacts please visit auspost.com.au

If your order seems to be taking longer than anticipated, as well as for any further questions on shipping, please contact customercare@quayaustralia.com.au

CAN I TRACK MY ORDER?
Yes, following an order confirmation, you should receive a second email with your tracking number once your order has been shipped. If you do not receive a confirmation email, please contact customercare@quayaustralia.com.au

WHAT IS YOUR RETURN POLICY?

We’ll happily refund your full-priced Sunnies, Blue Light Glasses & Accessories, within 30 days of delivery, if they have not been worn. They must be in resalable condition with original case and tags.

Please visit our Returns Page for full details.

If your Quay products weren’t purchased on www.quayaustralia.com.au please refer to the retailer’s returns and exchange policy where you purchased your Quay eyewear from.

CAN I CHANGE OR CANCEL MY ORDER?
We start working on your order as soon as we get it, so we are unable to make any changes or modifications to an order after it has been placed and confirmed.

WHAT SHOULD I DO IF I RECEIVE AN ERROR MESSAGE WHEN TRYING TO PLACE AN ORDER?
Confirm you’ve properly filled out all details including your name, email, shipping address and phone number. If you are still having issues, please contact customercare@quayaustralia.com.au.

WHAT IF I HAVEN’T RECEIVED A CONFIRMATION EMAIL?
As soon as your order is placed, you should receive an email confirmation. If you checked out with PayPal, be sure to check the email account associated with your account. For further questions, please contact customercare@quayaustralia.com.au.

IS IT SAFE TO SHOP ON QUAYAUSTRALIA.COM.AU?
Absolutely! All of your payment information is kept safe and secure and you can check out with either PayPal, Afterpay or your credit card.

WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept Visa, Mastercard, American Express, PayPal and Afterpay.

WHAT IS AFTERPAY, AND HOW DOES IT WORK?
Afterpay is a payment platform that allows you to buy what you want today and pay in four equal installments, due every fortnight. Visit our Afterpay FAQ page for more information.

DO YOU HAVE A PHYSICAL STORE LOCATION I CAN VISIT?
At this time, we are online only. However, we are sold at over 2000 retailers around the world! Please contact customercare@quayaustralia.com.au.com to find a location near you.

WHAT IF I RECEIVE A DAMAGED ITEM?
Please contact our customer care department immediately at customercare@quayaustralia.com.au

WHAT DOES "FINAL" SALE MEAN?
“Final Sale” means the specified merchandise is not eligible for return.

CAN I PLACE AN ORDER WITHOUT REGISTERING?
Yes, of course! But we think it will make your life easier if you create an account so you can track your orders more easily.

I AM AN INTERNATIONAL CUSTOMER (OUTSIDE AUSTRALIA). DO I HAVE TO PAY CUSTOMS & TAXES?
Please be aware that any items shipped outside of Australia may be subject to import duties and/ or taxes applicable to your country/ or the country you're shipping to. You will be responsible for these additional charges that incur for customs clearance when your package reaches your country. Unfortunately, Quay Australia has no control over these charges and cannot predict what they may be. Customs policies vary from country to country; we recommend that you contact your local customs office for further information.