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All of our products are sold with an unconditional 30 day money back guarantee. When you receive
your product, you have 30 days from the day you receive it, to try it out and evaluate it. If you do not like it
for any reason, you can return it for a fill refund, no questions asked.
Please note that the 30 day return policy is firm, and we will not issue refunds
after the 30 day period under any circumstances.
If you are not satisfied with your purchase for any reason, you may return it within 30 days for
a full refund. Please email us for an RMA number. Then please send the returned product with your name, address,
and the reason for returning inside the package. Please be aware that we do not provide return labels and we do not
pay for the return postage. Please send the package with delivery confirmation to:
Ledgewood, NJ 07852
All items returned must be complete and not
be damaged in any way from abuse, neglect, improper use or care, etc. You are responsible
for sending the product back to us, and you have to make your own label and pay the shipping costs to return the
product. Once we receive the returned product, and inspect it for damages, we will issue you the refund via the
same method that you used to make the payment when you placed your order (except if you made payment with a bank wire transfer, we will make your refund
by sending a company check - no exceptions).
Please note that depending on the banks,
it takes up to 5-15 business days to process your refund and have it appear back on your credit
card. If you do not see the refund on your credit card within 3-4 weeks after we receive your
return, please contact us immediately so we can check on the transaction. You need to provide an email address so
we can send a confirmation of the refund.
WE ARE NOT RESPONSIBLE FOR RESELLER RETURNS: We will only refund your purchase
if it was made from us directly. If you purchased the item from a reseller, then you need to contact the reseller
and return the products to him and make sure he gives you a refund.
Order processing typically takes 1-3 business days after we receive your order
until it is shipped. Please note that we are not set-up for same-day shipping, however, if a customer
has an immediate need, please let us know and we will do our best to get the order shipped sooner. WE DO NOT OFFER
SAME DAY OR EXPRESS SHIPPING.
Products are usually in stock, but if for some reason a product is out of stock, we will contact
you via email or telephone, and then you will have the option of either cancelling your order, or waiting until the
product is in stock.
We normally always ship via USPS. All packages are
shipped via Priority Air Mail, with a tracking number and signature confirmation. Packages are sent requiring
a signature upon delivery, this is for your safety so the package does not get lost. The tracking information will
be emailed to you automatically when the shipment is made. You can check tracking information while your shipment
is in transit by logging into USPS.com and entering your tracking number. Please note that USPS tracking
information is not real-time and gets updated only a couple of times per day.
Please understand that once we ship a package, it
is out of our hands, and in the hands of the carrier, and there is nothing we can do about the package except to
check the online tracking information with the carrier.
note that if you are returning a product for any reason, you will have to make your own shipping label
and pay the shipping costs to return the product.
We charge a flat shipping fee per each order you place. This
covers up to 5 items - larger packages may incur additional shipping charges. The shipping charges are as
Anywhere within the US, including
Hawaii and Alaska: $10 per shipment.
Canada: $19 per shipment
International: $39 per shipment
Please note that if you are
returning a product for any reason, you will have to make your own return shipping label and pay the
shipping costs to return the product.
Please be aware that international shipments take additional time to go through customs, and Canada is also
considered an international destination. International shipping can take up to 15 business days (and longer during
holidays). We find that USPS tracking information for international shipments is updated sporadically.
Please be aware that in most countries you will
be required to pay a customs duty tax and an additional VAT tax. This can range anywhere from 5% to 50% of the
value of the package and on your country's tax rates. If you are concerned about this, please contact your local
post office to find out how much taxes you will need to pay before you place an order with us.
Recipient is responsible for any and all duties or taxes incurred by customs agencies. We will
not accept returns from customers for unexpected customs/import fess. All items entering a foreign country are
subject to customs inspection and the assessment of duties and taxes in accordance with that country's national
laws. If duties and taxes are assessed on an item shipped, they are collected from the recipient, not the shipper.
We are not responsible for customs import duties/fees incurred by the customer. We are also not able to provide an
estimate of the cost of potential duties that may be assessed to a particular package.
International shipments are subject to possible opening of and inspection of goods by customs
officials in the country of delivery. We are not responsible for orders that are held up, damaged by, or refused
entrance by customs. There is a great variation in the time it takes to go through customs and your package can get
delayed by anywhere from two days to three weeks, so please be patient and understand that once we ship a package,
it is out of our hands and there is nothing anyone can do to speed-up your shipment.
If you refuse to pickup your package at your post office or refuse to pay the customs/VAT taxes,
the post office will return the package at their convenience using the slowest delivery method, and they might
charge us an additional fee for sending the package back to us. In this case, we will only issue you a refund once
we receive back the returned package. We will then issue you a refund, but we will subtract our shipping fee and
any returned shipping fees charged by the post office. So PLEASE DO NOT REFUSE DELIVERY OF AN INTERNATIONAL
We are not responsible for reshipping orders that are refused at customs. If customs refuses a
package, sends it back to us, and we receive it back from them, we can issue you a refund for the order. In the
event the package is not returned to us by customs or is lost in transit from them to us, we cannot issue you a
refund. We are not responsible for paying for the package to be returned to us or for reimbursing the customer for
If an international shipment is returned, we are
not responsible for reimbursing the customer for any customs fees, duties, or taxes - we can only make a
refund of the payment the customer has made to QuWave directly.
Before we can ship your order, we need to receive your full payment for the products and
shipping charges. You may enter your order online into our shopping cart (preferable), or you may place an order by
mail, fax, or on the telephone (anytime 24/7), or via the secure online chat.
We accept payments with any Debit/Credit card that has the Visa or Mastercard logo, Discover
card, and via PayPal. Please note that we do not accept American Express cards or gift cards. When you
check-out in the shopping cart, you can choose either direct payment or payment via Paypal (note that you can still
use the Paypal payment even if you do not have a Paypal account).
When you pay with a credit card, the shipping
address must be same as your billing address (this is to prevent fraud). You need to fill out the billing address
exactly as it is on your credit card statement (this is especially true for international
purchases). Our system will reject any order where the order address
does not match your credit card address. If your credit card was rejected during processing, and the address was
correct, then it was rejected by your credit card company, and you need to give them a call to find out why (or try
a different card).
Sometimes (especially with international payments), your bank will reject the transaction if the
card has not been authorized for online purchases, or if the card has not been authorized for international
If your card gets rejected in the shopping cart, it is not our fault, the rejected
transaction comes from your credit card company. So, if you try to make a purchase and pay with a credit
card that gets rejected, YOU NEED TO CONTACT YOUR CREDIT CARD COMPANY to find out why the
transaction was rejected, and tell your bank to allow the transaction to take place, and confirm the
proper address on file with your credit card company.
You may also pay for your order by sending a money order (in US $), or a personal/business check
(must be drawn on a US bank in US $). Please be aware that with checks there is a 5 day waiting period to make sure
the check clears before we ship your package. For international orders, you can send a Bank Check, or an
International Money Order in US Dollars.
For international purchases, if you have not used your credit card to make international
purchases before, sometimes your credit card will not be authorized because your bank will not allow an
international transaction. There is nothing we can do on our side, you need to call your bank and tell them to
allow international payments.
For international shipments, if you do not want to use a credit card, you can also pay with a
bank wire transfer. Please note that you will have to pay a wire transfer fee to your bank to send the money, so
paying with a credit card is always a better option. If you would like to pay with a wire transfer, please
send in your order via email (including your address), and we will reply with a Proforma Invoice with all the
required information. Note that if you make a payment via a wire transfer, and then return the products for a
refund, the refund will be made with our company check, as we do
not do refunds via a wire transfer (no exceptions).
We do not accept CODs or Western Union payments.
Our right to not accept your order or cancel your
We reserve the right to refuse any order for whatever reason or for no reason. We also reserve
the right to cancel any purchase (an order already accepted by us) for any reason without being liable for any
damage or costs other then refunding your payment if it has already been accepted.
Occasionally, we offer discounts for some of our products. This is
given as a discount code which you enter into the shopping cart. Please be aware that these discount codes can only
be used on individual units, and not on the bundled packages. If you place an order for a bundled package and use a
discount code, your order will be cancelled.
If you receive a damaged product,
please contact us immediately for a replacement.
All our products carry a full 1 year warranty. This covers parts and labor and the cost of
shipping the products back to you. If you have a defective product please contact us immediately. You will need to
return the defective product at your expense.
We also offer an after-warranty flat rate service of $49. This covers either repair or exchange
of your unit (with a new one year warranty on the repaired product).
This also covers return shipping of the unit back to you if you are located within the USA.
(International customers must pay an additional shipping charge, please contact us before returning the unit for
You are responsible for sending the product back to us at your expense so we can service it.
Some of our products use an internal rechargeable battery (the Personal line of products). This
battery is NOT user replaceable and is similar to a battery used in your cell phone. Just like your ipod or a cell
phone, the battery will start being less efficient after about three years of operation at which time the unit will
need to be recharged more often. So, instead of charging once per week, you might need to charge it twice a
We offer an after-warranty flat rate battery replacement service for $39. This covers the
installation of a new battery with a full one year warranty. This also covers return shipping of the unit back to
you if you are located within the USA. (International customers must pay an additional shipping charge, please
contact us before returning the unit for service.).
You are responsible for sending the product back to us at your expense so we can service it.