Frequently Asked Questions
What is the processing & fulfillment timeline for my order?
For preorders, please allow up 8-10 weeks for production, processing and fulfillment for each order. Processing times are separate from and do not include shipping times.
For live drops, please allow 10-14 days for processing and handling before delivery to the carrier. Live drops sell out and we often receive thousands of orders. Your patience is appreciated.
How long should my order take to ship after it's processed and fulfilled?
Domestic: USPS estimates the following shipping times: First-Class (2-5 business days), Priority (2-3 business days), Express (1-2 days). These time frames are estimates only and are not guaranteed. Once packages leave our facility, USPS is solely responsible for the delivery of packages.
International: USPS partners with GlobalPost to ship internationally. We recommend using the link (https://www.goglobalpost.com/track/) for the most accurate updates on the whereabouts of your package. Please be aware it is typical for international orders to take 10-14 weeks or longer to deliver, and varies depending on the country and customs regulations. If your tracking has not been updated/delivered within the given timeframe, please contact our customer service at email@example.com for further assistance.
I am an international customer, does NFQ pay custom fees?
Customs/Duties/Taxes: The customer is responsible for all applicable customs and import duties, fees, taxes, VAT, etc. NFQ does not collect/pay any of these fees. Customs/border agents reserve the right to deny or release your package, which may also cause delay of delivery.
How do I track my order?
Once your order enters processing, you will receive an automated email with your tracking information to the email address corresponding with your order. If you do not receive an email within our processing timeframes, please contact us at firstname.lastname@example.org for further assistance. Be aware, your initial tracking email only signifies that the order has begun to process - tracking information will update once the physical package has left our facility.
My package was damaged/lost/stolen, what should I do?
We apologize for the experience you are having with your order. Due to privacy reasons, NFQ recommends reaching out to USPS for all shipping inquiries as we are only able to see the same tracking information as you. We advise filing a claim via the USPS website, by phone, or at your local post office. We will work with USPS on claims that have ‘no delivery scan’, but you must first make the claim with the carrier.
- First-Class Mail: Please be advised this shipping option does not include insurance and you will only be able to file a Missing Mail Claim with USPS (https://www.usps.com/help/missing-mail.htm).
- Priority/Express Mail: These shipping options include insurance for lost/damaged/stolen packages and can file a claim with USPS (https://www.usps.com/help/claims.htm). Please be advised it is at USPS’ discretion whether or not a claim is approved/denied as they perform their own investigation and is outside of NFQ’s control.
If you have any questions regarding this process please reach out to email@example.com for assistance.