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FAQs
– Order Status, Shipping and Tracking

Please Read First

– How long does shipping take? –

Shipping times vary depending on shipping class and country. Estimated shipping times are listed next to your chosen shipping tier at check-out and on your purchase receipt.

Our most common shipping tiers include:
Free USA or Global Economy:
8-25 Business Days


Standard:
5-10 Business Days

Express / International Express:
3-6 Business Days


2 Business Day
(USA Shipping)


Shipping times are listed in business days, which exclude weekends and national holidays.  If your item has not arrived within the specified shipping period please contact us below.

Will I receive a tracking number?

We provide tracking information for all of our express shipping options.  

Note: Our free and economy shipping options may no include detailed tracking information. 

You can track your package on our tracking page.

Where are my items?

Please first refer to the estimated shipping times from your receipt.  If you have not received all of your items by the end of the quoted delivery period please contact us below.

I did not receive all my items.

We ship from multiple warehouses in the US and around the globe.  Depending on stock, we may ship your order in multiple shipments. Your other items are on the way!

Why did my item arrive in two separate orders?

MQ is a global online retailer serving customers around the world.  In order to serve the widest variety of items in the most markets we operate warehouses in multiple locations throughout Europe, Asia, and North America.  Depending on stock and the size of the order, your purchase may arrive in more than one package.

– Cancellations & Returns –
I want to cancel my order.

In order to deliver items as quickly to you as possible, orders are processed throughout the day as they are received.  You can cancel an order with us within 1 hour of when the order was placed.  Please send us an e-mail below.

I want to return my order.

For sanitary/hygienic purposes, ALL SALES ARE FINAL. We only provide refunds and replacements for incorrectly sent or damaged on arrival items ONLY.
Bounced orders, un-deliverable, or refused packages are subject to a 10% re-stocking fee.  Please note that shipping fees on already sent items are non-refundable.

My item is broken/defective.

When you receive your package, promptly check the items to make sure the items are working. We will credit or exchange for DEFECTIVE items only (or for any shipping errors made by us).  Please contact us below if you have received a defective or incorrect item to receive a refund or replacement.

“I am worried about buying a sex toy.  Is your shipping discrete?”

At MQ your privacy is our top priority.  All items are shipped in plain packaging with the sender CNV or TMQ.  We do not reveal the contents of your order.   For international shipping and customs we claim items as “ring”, “cosmetic”, or “gift” as item description.   Your purchase and privacy is safe with us.

What name do purchases show as on my billing statement?

All purchases are billed as MQ LLC.  We do not reveled details of your purchase or the nature of your item on your debit or credit card statement.


Do you accept international currencies?

Yes, we accept most world currencies.  All items are listed in US Dollars and can be charged in your local currency.  We accept all major credit-cards from around the world.  At check-out, you will be billed according to the rates set by your local bank or credit card company including exchange rate plus any additional fees according to your own payment institution.  For additional details about fees and exchange rates associated with your card, please contact your bank or credit company.

Contact Us

If you have further questions or wish to contact us directly, send an e-mail to: [email protected]