Company Policies Page
Store Policies
Terms of Service
Satisfaction Guarantee
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 full refund, no questions asked.
WE ARE NOT RESPONSIBLE FOR RESELLER GUARANTEES: We will only refund your purchase if it was made from us directly. If you purchased the item from another vendor or reseller, then you need to contact the reseller and return the products to him and make sure he gives you a refund.
Returns
If you are not satisfied with your purchase for any reason, you may return it within 30 days for a full refund. If you received a free gift, it must also be returned. Please contact us for an Return Authorization RMA number. Then please send the returned product with your name, address, and the reason for returning inside the package. You will be responsible for paying for the shipping costs for returning your item. Shipping costs are non-refundable. When you receive a refund, the cost of return shipping will be deducted from your refund.
Please send the package with delivery confirmation to:
QuWave LLC
Returns Dept. RMA#xxxx
PO Box 439
Ledgewood, NJ 07852
USA
All items returned must be complete and not be damaged in any way from abuse, neglect, improper use or care, etc. If you return the product damaged and not in resalable condition, or without all accessories, we will charge you a restocking fee of a minimum 10% of the cost of the product.
If you purchased a bundled package, or if you purchased a custom mix of products with a shopping cart discount, you will need to return all the items you received in the discounted purchase in order to receive a refund. We do not allow keeping of partial products of a package and doing a partial return – NO EXCEPTIONS! If you are interested in some of the products you received in a package, you will need to return the entire purchase and then re-order any products you wanted to keep.
WE ARE NOT RESPONSIBLE FOR RESELLER RETURNS: We will only accept returns if the purchase was made from us directly. If you purchased the item from another vendor or reseller, then you need to contact your vendor and return the products to him and make sure he gives you a refund.
Refunds
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 Check, Bitcoin, or Money Order, in which case we will make your refund by sending a company check in US$ – NO EXCEPTIONS). Please note that shipping charges are not refundable.
Please note that depending on the banks, it takes them 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 2-3 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.
Late or missing refund
- If you haven’t received a refund yet, first check your bank account again.
- Then contact your credit card company, it may take some time before your refund is officially posted.
- Next contact your bank. There is often some processing time before a refund is posted.
- If you’ve done all of this and you still have not received your refund yet, please contact us.
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 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 ship via USPS or UPS at our discretion. All packages are shipped with a tracking number and higher valued shipments with signature confirmation. Packages sent requiring a signature upon delivery 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 or UPS.com and entering your tracking number. Please note that the tracking information is not always real-time and can take a day to get updated.
If you pay with PayPal, we are obligated to, and we will always ship to your PayPal address, no matter what you specify on the online order form. If you want to ship to a different address, then you need to change your shipping address in your PayPal account, no exceptions.
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.
Shipping Charges
- FREE Shipping – Most orders are shipped via our FREE Economy Service. Economy shipping takes about 5-12 business days to be delivered within the continental US.
- Priority/Express Shipping – Priority and Express shipping is NOT available at this time.
- International Shipping – International shipping charges vary by country and are always paid by the customer. Please be aware that international shipping can take 2-5 weeks (or more!). The cost varies depending on the location and order weight. If you return the product, the shipping cost is not refundable.
Please note that if you are returning a product for any reason (such as for refund or repair), you will have to make your own return shipping label and pay the shipping costs both ways.
Time to Ship
The time to ship an order will be between 1 to 3 business days after receiving the order. This does not count weekends or holidays.
Transit Time
For shipments within the continental USA, the transit time will be typically between 5 and 12 days.
For International Shipments the transit time will vary depending on the country, and also depend on how long it takes for the package to go through customs. It can take 2-5 weeks(or longer) for the package to arrive to an international location. Customer is responsible for any additional customs fees charged by some countries.
Damaged Goods
Please examine every shipment for signs of damage before signing to receive that shipment. If the products were damaged in transit usually the packaging will be visibly damaged on the outside. Please take photos if the package is damaged.
Any loss or damage should be noted on the carriers receipt at the time of acceptance. If items are perceived to be lost or damaged after the shipment has been accepted, it becomes more difficult to file a claim with the carrier if the receipt does not indicate such loss or damage.
If you receive damaged or defective merchandise, please call our Customer Service within 5 days of receipt to receive an RMA Number (Return Material Authorization). Returned merchandise will not be accepted without an RMA Number.
International Shipping
Please be aware that international shipments take additional time to go through customs and can take about 2 to 5 weeks for delivery (and longer in some countries due to customs and during holidays). Canada is also considered an international destination. We find that international tracking information is updated sporadically every few days.
Recipient is responsible for any and all duties or taxes incurred by customs agencies. We will not accept returns from customers that fail to pay customs fees and VAT taxes. 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 you the recipient, not us 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 four 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 (which can take over six months!), 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 SHIPMENT!
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 that cost.
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 us directly (minus the shipping charges).
All our products carry a full 1 year warranty. This covers parts and labor and any manufacturing defects. If you have a defective product please contact us immediately. You will need to return the defective product at your expense and also pay for return shipping.
We also offer an after-warranty flat rate service. You are always responsible for sending the product back to us at your expense so we can service it.
WE ARE NOT RESPONSIBLE FOR RESELLER WARRANTIES: We will only service your purchase if it was made from us directly. If you purchased the item from a reseller, then you need to contact your vendor and return the products to him for service.
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:
QuWave LLC
Returns Dept. RMA#xxxx
PO Box 439
Ledgewood, NJ 07852
USA
Extended Warranty
The normal warranty on our products is one year from the time you receive your product. The optional extended 5 year warranty, simply extends the normal one year warranty to five years. Warranty covers all parts and workmanship. We will either repair the defective product, or send a new refurbished product at our discretion.
Warranty does not cover problems due to user abuse, damage, water damage, or miss-handling of the products. Customer will have to ship the defective product back to the manufacturer at their own expense and pay shipping charges to have the product returned.
This extended warranty needs to be purchased at the same time you purchase the product or within 30 days after purchase. The cost of the Extended Warranty varies depending on the cost of products purchased. For pricing please see the online store.
Damaged Products
If you receive a damaged product, please contact us immediately for a replacement. You will need to return the defective product. Please contact us to get a Return Authorization RMA number.
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:
QuWave LLC
Returns Dept. RMA#xxxx
PO Box 439
Ledgewood, NJ 07852
USA
Battery Replacement
Some of our products use an internal rechargeable battery. 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 for example, instead of charging once per week, you might need to charge it twice a week.
We offer an after-warranty flat rate battery replacement service for $39 for personal models. This covers the installation of a new battery with a full one year warranty. This does not include the cost of return shipping of the unit back to you. Please contact us before returning any products unit for service.
You are responsible for sending the product back to us at your expense so we can service it.
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 Paypal or any Debit/Credit card that has the Visa or Mastercard logo, Discover card, or American Express. Please note that we do not accept gift cards. You can also make a purchase with installment payments using Affirm pay over time or Paypal pay later .When you check-out in the shopping cart you can choose your payment method.
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).
If you pay with PayPal, we are obligated to, and we will always ship to your PayPal address, no matter what you specify on the online order. If you want to ship to a different address, then you need to change your shipping address in your PayPal account, no exceptions.
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 purchases.
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.
Please note that we always process payments and refunds in US $. The conversion rates vary daily with different banks, plus banks add a 5-10% international processing fee. Please contact your bank to get the exact conversion rate to estimate the exact amount you will be charged.
We do not accept CODs, Bank Wire Transfers or Western Union payments.
Our Online Store
All purchases must be made online or over the phone. We only have the online store and we do not have any physical retail store locations.
Our right to cancel your order
We reserve the right to refuse any order for any 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.
Discounts
Occasionally, we offer discounts for some of our products. This is given as a discount code which you enter into the shopping cart. Please note that you can only use one discount coupon in the shopping cart.
Customer Service
We offer customer service support via telephone, chat, and email. Live customer service is only available Monday-Friday 9AM-1PM. After hours inquiries will be returned within 48 hours.
The best way to get your questions answered is via email. If you contact us during off-hours, we will get back to you when we are back in in the office (usually within 24-48 hours). We do not return calls on international numbers, except Canada.
Submission of product ideas
We do not solicit or accept any product ideas or intellectual property from customers, employees, other individuals, or companies. We ask that you do not send us any ideas or proposals. Under no circumstances will the company accept proposals, or offer any type of compensation or sign any confidentiality agreements whatsoever.
If someone submits any kind of proposals or ideas, it is with the understanding that it is being freely submitted into the public domain, and the company may do with it anything it wishes, including using it for any purpose, or posting it publicly on the internet.
The bottom line is, PLEASE DO NOT SEND US ANYTHING!
Contact Info for Metaphysical-Products.com
You can contact us anytime via email, phone, or chat. If we are not in the office, we will get back to you within 48 hours.
