Frequently Asked Questions

Welcome to our FAQ page, where you can find answers to the most commonly asked 
questions about our company, products/services, policies, and more

Delivery

Return

Payment

Refund

Support

Warranty

Orders

Products

Legitimacy

How much is the delivery?

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).

How long does it take to deliver my product?

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.

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@qcy.com for the tracking information of all of your packages.

What countries do you ship to?

US only.

Free shipping on orders over?

$20 We cannot deliver to the following areas: 1. Alaska 2. American Samoa 3. Guam 4. Hawaii 5. Marshall Islands 6. Northern Mariana Islands 7. Palau 8. Puerto Rico 9. Rhode Island 10. US Virgin Islands 11. Armed Forces Americas 12. Armed Forces Europe 13. Armed Forces Pacific Thank you for your understanding.

How will my package be shipped?

Amazon functions as our logistics partner to ship out Baseus products. The carriers will be chosen in consideration of the best interest of customers.

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@qcy.com.

2. Return

How do I return an item?

Please contact our customer support team at shopify.us@baseus.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 package, the refund process will begin. More info about refunds here.

3.Payment

What kinds of payment methods do you accept?

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).

How is sales tax calculated on my order?

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.

4.Refund

How long does it take to get a refund (before the package is shipped)?

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).

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@qcy.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 18 month warranty policy (quality-related issues). The warranty policy might vary depending on the product type, more info on our Warranty Policy page.

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Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book.

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.

How to charge QCY power bank?

To juice up your portable charger, simply connect it to an external power source like a wall socket, just like you would with your devices. This will allow it to absorb and subsequently store electrical energy to then be transferred to your device of choice later on when needed.

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 power banks, chargers, cables and more. We are headquartered in Shenzhen, China, and have offices and warehouses around the world.

Are you the official website of QCY?

You are at the official website of QCY! QCY website: https://us.qcy.com/

Where can I check the information on official stores?

We have information on Baseus' official online store and online and offline authorized distributors on our Sales Channel page.

EarBuds

Smart Watches

Chargers

After-sales FAQ

How to provide after-sales service?

If the answers in the FAQ still cannot solve your problem, please contact the customer service of the store where you placed the order for help so that we can provide you with an after-sales solution as soon as possible. Or contact QCY after-sales support (support@qcyearphone.com).

Are there any prerequisites for enrolling in the course?

Prerequisites vary depending on the course. Some courses may have specific requirements, such as prior knowledge in a particular subject or a certain level of experience. These prerequisites are usually mentioned in the course description. If you're unsure, it's recommended to review the course details or contact the instructor for clarification.

Are there any assessments or assignments in the course?

Again, this depends on the course. Many online courses include assessments and assignments to help reinforce the learning and gauge your understanding of the material. These can be in the form of quizzes, projects, or practical exercises. Course descriptions often mention the presence of assessments, and some courses provide certificates upon successful completion of the assignments.

Can I interact with the instructor or other students during the course?

Most online courses provide avenues for interaction with instructors and fellow students. This can be in the form of discussion forums, live Q&A sessions, or dedicated community platforms. The level of interaction varies across courses, so it's worth checking if the course offers opportunities to connect with instructors or fellow learners if that's something you value.

After-sales FAQ

How to provide after-sales service?

If the answers in the FAQ still cannot solve your problem, please contact the customer service of the store where you placed the order for help so that we can provide you with an after-sales solution as soon as possible. Or contact QCY after-sales support (support@qcyearphone.com).

Are there any prerequisites for enrolling in the course?

Prerequisites vary depending on the course. Some courses may have specific requirements, such as prior knowledge in a particular subject or a certain level of experience. These prerequisites are usually mentioned in the course description. If you're unsure, it's recommended to review the course details or contact the instructor for clarification.

Are there any assessments or assignments in the course?

Again, this depends on the course. Many online courses include assessments and assignments to help reinforce the learning and gauge your understanding of the material. These can be in the form of quizzes, projects, or practical exercises. Course descriptions often mention the presence of assessments, and some courses provide certificates upon successful completion of the assignments.

Can I interact with the instructor or other students during the course?

Most online courses provide avenues for interaction with instructors and fellow students. This can be in the form of discussion forums, live Q&A sessions, or dedicated community platforms. The level of interaction varies across courses, so it's worth checking if the course offers opportunities to connect with instructors or fellow learners if that's something you value.

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