Frequently Asked Questions
You will receive an email when your order ships out along with a tracking number. If you have not received an email with a tracking number, then your order is still processing and has not been shipped out yet.
It can take up to 2 business days for your order to be processed, packed, and shipped within Qatar.
The processing and packing time is separated from the shipping time.
The shipping estimated duration is added to the processing duration.
International shipments will take up to 5 days for your order to be shipped via ARAMEX, UPS, DHL, or a similar service.
You will receive a shipment notification email with the tracking number once your order is shipped.
All orders are for final sales.
We do not accept returns on any orders.
If you have any questions or concerns, please email email@example.com for more information.
You must notify us within 2 days of any issues with the items you received.
Claims for items damaged upon receipt must include clear photos of the damaged item.
Sizes can be exchanged only for orders of the same item. If the sizes are not available, a refund will incur in your account after the product is returned following notification not exceeding 24 hours for orders placed within Qatar and 5 days for international orders.
If the item is out of stock, the product won't be restocked again.
QUAKE products are once made they are unique to the buyer for every single order.
If the delivery is within Qatar, the designated logistic delivery company will deliver your order to your location, if it's international order it will be shipped to your PO boxes.
All applicable customs and import duties, fees, and taxes are the responsibility of the customer.
We ship your package DDU (duties and taxes unpaid), and we do not collect the VAT, duties, and/or taxes and cannot predict what your particular charges may be.
If your order does require these additional charges, they must be paid by you for your package to clear customs.
Some countries may require additional fees paid Collect on Delivery (COD). These fees are paid to the local carrier and are not collected by QUAKE.
QUAKE advises International clients to kindly comply and get a full understanding of local legislation before placing any order.
If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it; you must contact the carrier who delivered your package within 24 hours to file a claim with Qatar and 7 days for international orders.
QUAKE does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.
We will work with the carrier on the claim but you must first claim with the carrier. Please note: Claims can take up to 30 days to complete (depending on the shipping carrier used).
Contact firstname.lastname@example.org to cancel/change your order, however, if your order is delivered you cannot cancel/change the order unless it's a faulty or incorrect item.
Unfortunately, sometimes items that are not 100% can slip through, we get it.
Don’t worry, we’re here to help! If you think your item is not quite right, please email our customer service team (email@example.com) before diving into your return.
So we can help get back to you as quickly as possible, please include the following info in your email:
1 - Your order number
2 - Photos that clearly show the fault and the quake logo
Here are a couple of quick points on how an item is deemed faulty or not of acceptable quality:
1 - There is a manufacturing fault (Of course, not your fault!)
2 - The product has been damaged during transit (Again, not your fault!)
3 - It is significantly different from the description or image (e.g. It has three arm holes, etc.)
4 - The sizing/measurements don’t match the size chart of the item on the website (This is not an incorrect size choice by the way).
General wear and tear over time, damage caused by incorrect washing, neglect, or misuse is not considered a manufacturing fault. However if you are unsure about anything, simply send us an email and we will be very happy to help.
For local delivery, cash upon delivery includes the delivery fee and online payments through credit/debit cards or Google pay.
For international deliveries, only online payments are authorised via the following providers:
- American Express
- UAE VISA Credit Card
Have any questions?
You many reach out to firstname.lastname@example.org for any inquiries or concerns.
You may also contact our store phone number: +974 3088 3797