questions about our company, products/services, policies, and more
Frequently Asked Questions
Welcome to our FAQ page, where you can find answers to the most commonly asked
Delivery
Return
Payment
Refund
Support
Warranty
Orders
Products
Legitimacy
1. Delivery
How much is the delivery?
Most countries are free shipping. Please refer to our shipping policy page for details.
How long does it take to deliver my product?
15-20 business days.
How do I track my item?
You may track your order here.
Why do my items get shipped separately?
We are trying our best to make sure all your item(s) reach (reaches) you at the same time. However, if you order two or more items, the products are not always sent together because we use different shipping options depending on the products and the location of our warehouses. Once the items have been shipped, you will receive shipment notification emails with the tracking information for all packages. OR you could contact our customer support team at support@qcyearphone.com for the tracking information of all of your packages.
What countries do you ship to?
We ship to over 50 countries. You can refer to our shipping policy page to see all countries where shipping is supported.
How will my package be shipped?
Currently all packages are shipped from China. It will be delivered directly to your door.
Can I change the delivery address of my package after it has been shipped out?
Unfortunately, we cannot change the shipping address once the product is en route.
What do I need to do when I receive a different product than what I ordered?
Please contact our customer support team at support@qcyearphone.com.
2. Return
How do I return an item?
Please contact our customer support team at support@qcyearphone.com with details of your order number(s) and the product(s) you’d like to return and request a Return Merchandise Authorization Form. You will receive an email with the Return Merchandise Authorization Form afterward, please fill out the form and ship back the products to our fulfillment centers. The form contains the following two sections:
Return Mailing Label: A label that contains the address of the fulfillment center that will be receiving and processing the return. You need to affix the label on the return package. You may choose your preferred logistics operators. Note: Postage is not provided on the return mailing letter. Return Authorization Slip: A form that contains a barcode and item description for the products being returned. The slip must be included inside the return package alongside the items. Once our fulfillment centers receive the packacge, the refund process will begin. More info about refunds here.
3.Payment
What kinds of payment methods do you accept?
● PayPal
● Credit Card (Visa, Mastercard, American Express)
● Wallers (Apple Pay, Google Pay, Meta Pay)
● Shop Pay
How is sales tax calculated on my order?
Prices for Products which are stated on the Store do not include taxes. Sales taxes will be calculated in accordance with state and government law. Taxes will be added to your order total and itemized in both your shopping cart and order confirmation email.
4.Refund
How long does it take to get a refund (before the package is shipped)?
Most refund payments are processed within 10 business days. We will process your refund immediately, the processing time might vary depending on the bank.
How long does it take to get a refund (after the package is returned)?
After we receive your returned package(s), we will handle your refund immediately, and the corresponding bank will take over the process of the refund. In most cases, you receives the refund within 10 business days. Processing time can vary between banks.
5.Support
How many ways to reach QCY?
If you have any other specific queries please refer to our Contact Us page. You can reach Baseus's official customer support team by sending an email(s) to support@qcyearphone.com.
How to request after-sale support?
1. For product(s) purchased online (official stores), please contact our customer support for after-sales assistance, or send an email to support@qcy.com;
2. For product(s) purchased online (non-official stores), please contact the corresponding retailer;
3. For product(s) purchased in physical stores in your country/region, please contact the corresponding seller.
How to request after-sale support for products presenting quality issues purchased from retailers or distributors?
1. For product(s) purchased online, please contact the corresponding store's customer support;
2. For product(s) purchased offline, please contact the corresponding store or distributor's customer support.
For products purchased on non-official stores and non-authorized retailers, who is responsible for the after-sale support?
1. Please contact the corresponding store to claim the warranty. To protect your rights and interests;
2. please consider purchasing from our official stores or authorized stores in the first place.
Where can I download the QCY APP?
Please refer to our Download Center for the download of QCY official APP.
6.Warranty
How long is my warranty?
We have a 7-day no-reason return policy (e-commerce channel), a 15-day replacement policy (quality-related issues), and a 12 month warranty policy (quality-related issues). The warranty policy might vary depending on the product type, more info on our Warranty Policy page.
7.Orders
Where to find my order number?
There are two options to find your order number(s): 1. The order number had been sent to you through email immediately after you made the purchase. You could find your order number in your email. 2. Log in to our website using the email that you used to make the purchase, there will be a record of your order(s) if you’ve made the purchase(s).
8.Products
Why can’t my earbuds connect with the QCY App?
Please try the following steps to re-check the problem:
1. Firstly please confirm that your earphone supports the APP function.
2. And then when using the APP to bind the earphone: please turn on the Bluetooth function of your phone, but do not connect the earphone via Bluetooth first. If the earphone has successfully connected to your phone via Bluetooth, please delete the earphone from the Bluetooth connection listing of your phone. (Because if the earphone is connected to the phone via Bluetooth first, the earphone signal will be in the working state, and the APP cannot search for the earphone. When bounding the APP, the APP must search for the earphone signal.)
3. When finding the earphone in the APP, please follow the APP instructions to bind the device.
4. After the APP has successfully bound the device, at this time, the earphone will be automatically connected to the phone via Bluetooth.
9.Legitimacy
How to check if my QCY product is original?
Please click here to Verify
Is QCY a Chinese company?
QCY is a Chinese company that produces a wide range of consumer electronics and accessories, including wireless earphones, chargers, smart watches and more. We are headquartered in Dongguan, China, and have offices and warehouses around the world.
Are you the official website of QCY?
We are the official online store of QCY(https://us.qcy.com/).QCY website: https://qcy.com/
Where can I check the authorized distributors?
You can check online and offline authorized distributors on our officail website.