Customer Service Policy

Service That Sets Us Apart

What makes Getqui different from other online stores? It's not just our products — it's the service that comes with them. We believe that every customer deserves to be treated with respect, honesty, and genuine care. That's why we've built our customer service team around people who are passionate about helping others, and why we empower them to do what's right for the customer, every single time.

When you shop with Getqui, you're not just a number in a system — you're a person with unique needs and concerns. We take the time to understand your situation and find the best solution, not just the easiest one. If something goes wrong, we'll own it and make it right. That's our commitment to you, and it's the foundation of everything we do.

Contacting Customer Support

Reaching our customer support team is simple and straightforward. You can contact us through the form on our website, or email us directly at the support address listed on our contact page. We aim to respond to all inquiries within 1-2 business days, though many receive a response even faster. We believe in giving every message the attention it deserves.

When you contact us, it helps if you can provide your order number (if your question is about an order) and a clear description of what you need help with. But don't stress if you don't have all the details — we'll work with what you give us and figure it out together. The important thing is that you reach out; we'll handle the rest.

Areas of Support

Our customer support team can assist you with just about anything related to our store and products. Here are some of the areas we cover: product information and buying advice to help you choose the right item; order placement, modification, and cancellation; order tracking and delivery updates; returns, exchanges, and warranty claims; payment and billing questions; account management; website technical issues; and general feedback about our products or service.

Even if your issue doesn't fit neatly into one of these categories, we encourage you to reach out anyway. We'll do our best to help or at least point you in the right direction. We've helped customers with all kinds of questions and situations over the years, and there's a good chance we can help with yours too.

Order Assistance

Placed an order and need help? You've come to the right place. Our team can help with all kinds of order-related issues — from changing your shipping address to adding items to your order (as long as it hasn't shipped yet), from updating payment information to checking the status of your delivery. Just let us know what you need, and we'll take care of it.

If your order hasn't arrived yet and you're wondering where it is, we can help with that too. Just send us your order number, and we'll look up the tracking information and give you an update. If there's a problem with delivery — like a delay or a lost package — we'll work with the shipping carrier and with you to find a resolution. We understand that waiting for a package can be stressful, and we'll do everything we can to help.

Return and Refund Assistance

Need to return something? Don't worry — the process is easy, and our team will guide you every step of the way. Just contact us to initiate a return, and we'll send you a pre-paid shipping label and clear instructions for sending the item back. You won't have to pay anything for return shipping — returns are always free at Getqui.

Once we receive your return, we process it and issue your refund within 5-10 business days. We'll send you an email confirmation when the refund is on its way. If you ever have questions about the status of your return or refund, or if something seems to be taking longer than expected, just reach out and we'll look into it for you right away.

Response Times and Availability

We know that when you have a question or a problem, you want answers quickly. That's why we've made fast response times a priority. Our team works hard to respond to all customer messages within 1-2 business days, and we usually beat that target. We know your time is valuable, and we respect it.

Our customer service team is available Monday through Friday during standard business hours. We do check messages on weekends and holidays too, but response times may be a bit longer on those days. During peak periods — like major sales or the holiday season — we may experience higher than usual volume, which could cause slightly longer response times. But we always work through messages as fast as we can, and we'll never leave you hanging.

Your Voice Matters

At Getqui, we see our customers as partners in building something great. Your feedback — whether it's a compliment, a complaint, or a suggestion — helps us improve and grow. We genuinely want to know what you think. What do we do well? What could we do better? What products or features would you like to see us add?

We read every message we receive, and we take all feedback seriously. While we can't act on every suggestion, every piece of input is considered and discussed. Many of the best improvements we've made over the years started with a customer sharing an idea. So don't be shy — tell us what's on your mind. Your voice helps shape the future of Getqui.