FAQ

Looking for QUAYRx FAQs? We see you, learn more here.

QUESTIONS?

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

ARE YOU CURRENTLY ACCEPTING RETURNS + EXCHANGES AT STORES?

Yes, we are currently accepting returns + exchanges in Quay stores. You can find us using the QUAY Store Locator Page.

HOW LONG WILL IT TAKE TO GET MY ORDER?

For orders going to the contiguous 48 states, ship rates and times are as follows.

Please allow an additional 24 hours to process your order.

STANDARD: $7 (5-7 Business Days)
EXPRESS: $20 (3 Business Days)

For orders going to Alaska and Hawaii, STANDARD shipping will take 2-4 weeks.
For orders going to Military Bases, STANDARD shipping will take 4 weeks.

WHERE’S MY ORDER?

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

CAN I TRACK MY ORDER?

Yes, following your order confirmation, you should receive a second email with your tracking number once your order has been shipped. If you do not receive a shipping confirmation email, please contact customercare@quayaustralia.com.

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.

WHAT IS YOUR RETURN POLICY?

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

HOLIDAY RETURN POLICY

Looking to return a gift? QUAY’s 30-day return policy has been extended for the holidays.

Eligible items purchased between 11/20/2023 and 12/14/2023 may be returned (online or in-store) or exchanged (with gift receipts in-store) on or before 1/15/2024.
All sale items are final.
For additional details, refer to Quay’s standard return policy above:
For QUAY warranty information, please visit QUAY.com/Product-Returns
For QUAY Rx warranty information, please visit QUAY.com/Optical-FAQ

If your Quays weren’t purchased on www.quayaustralia.com please refer to the original retailer’s returns + exchange policy where you purchased 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.

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.

IS IT SAFE TO SHOP ON QUAYAUSTRALIA.COM?

Absolutely! All of your payment information is kept safe and secure and you can check out with either PayPal or your credit card.

DO YOU HAVE A PHYSICAL STORE LOCATION I CAN VISIT?

You can find us using the Store Locator Page

WHO DO I CONTACT FOR PRESS INQUIRIES?

For all press inquiries email pr@quayaustralia.com.

WHAT IF I RECEIVE A DAMAGED ITEM?

Please contact our customer care department immediately at customercare@quayaustralia.com

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 THE US). DO I HAVE TO PAY CUSTOMS & TAXES?

Quay is not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays once the package has exited the United States.