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SHIPPING & RETURNS

Shipping Policy

Production & Handling Time (Product-Specific)

All Qolray products are 100% handcrafted and custom-assembled to order in our own workshop. Because each technical component and interactive system requires unique assembly, software flashing, and hardware testing, the exact production time varies. Please refer to the individual product page for the specific processing and handling time before placing your order.

Shipping Methods & Delivery Times

We ship globally using trusted premium express carriers (FedEx, UPS or Widect) to ensure your delicate hardware arrives safely.

United States

  • Free Shipping: 4 - 10 business days

  • Fast-Express Shipping: 1 - 4 business days

Canada

  • Free Shipping: 5 - 11 business days

  • Fast-Express Shipping: 1 - 4 business days

United Kingdom

  • Free Shipping: 4 - 8 business days

  • Fast-Express Shipping: 1 - 4 business days

European Union (Germany, France, Belgium, Netherlands, Spain, Austria, Italy, Denmark and others)

  • Free Shipping: 4 - 10 business days

  • Fast-Express Shipping: 1 - 4 business days

Customs, Duties, and Taxes (DDP Guarantee for the USA)

For United States Customers:

We ship all US orders under DDP (Delivered Duty Paid) terms. This means all import duties, customs clearance fees, and taxes are fully pre-paid by us. You will not be charged a single dime of extra fees or surprise costs upon delivery. The price you see at checkout is final.

For Other International Destinations:

Orders shipped outside the US may be subject to import duties and taxes imposed by the destination country. These independent charges are determined by your local customs authority and remain the sole responsibility of the customer.

Our Eco-Conscious & Sustainable Packaging Commitment

We are deeply committed to protecting nature and reducing industrial waste. To minimize our environmental footprint, we intentionally reuse sturdy, high-quality, second-hand and recycled shipping boxes for our exterior packaging. While the outside of your delivery box might not look like a pristine, single-use factory package, please rest assured that the premium handcrafted hardware inside is meticulously protected, thoroughly sterilized, and beautifully wrapped. Thank you for joining us in our mission to keep our planet green!

Return & Exchange Policy

Custom & Personalized Orders

Due to the highly bespoke nature of items created with personalized text, custom logos, or specific technical configurations, we cannot accept returns, refunds, or exchanges for buyer's remorse. These pieces are uniquely engineered and crafted exclusively for you.

Standard Handcrafted Inventory

For non-personalized, standard catalog items from our workshop (such as standard lighting fixtures or ready-made kits), we offer a 30 day return policy. To be eligible, the item must be completely unused, unaltered, in its original packaging, and in the exact pristine condition you received it. The customer is responsible for all return shipping costs.

Damaged in Transit / Defective Items (Our Guarantee)

We stand firmly behind our craftsmanship. Every product undergoes strict quality control. If your item arrives broken or defective due to transit, we will replace it at no cost to you:

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  1. You must report any damage or defects within 48 hours of delivery.

  2. Email info@qolray.com with your order number, along with clear photos or a brief video showing the defect and the condition of the shipping box.

  3. Once verified, we will immediately fast-track a brand new replacement from our workshop at zero additional cost to you.

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