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Check our answers to “frequent asked questions”
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Frequently Asked Questions
Can the COVID-19 virus be transmitted via packages?
There is no evidence indicating packages or their contents carry any risks. We are monitoring the situation and will cooperate with relevant authorities. We are following WHO’s guidelines for COVID-19 closely.

Will I be able to reach out to QKZ customer service in the coming period?
We are available to provide assistance to you through Facebook Chat or WhatsApp. There may be a delay in response. Feel free to reach out to us for any issues you may have.
What safety measures has QKZ's taken to make sure packages are not infected?
Our heroes – delivery agents and operations team have been instructed to wear protective gear, including gloves and masks. Our Logistics Partners have been given the same instructions. We are also making sure that packages are being disinfected at customers’ doorstep wherever possible.
Will there be delays in delivery due to COVID -19?
Due to the government’s recent COVID-19 restrictions on transportation services, All customers should expect a delay in receiving their orders. Customers will be notified about their orders separately through email and SMS. Our priority remains to ensure the safety of our customers, sellers, and employees.
I haven't received the order?
We make sure to all your order will delivered at your given address while placing order, further more there are some conditions.

  • if your address was not correct the after shipping we are not resposible to any loss of the package .
  • if you address is correct the make sure track your package through provided tracking number if you had any issue in tracking then contact us on Live Facebook Chat option our team will help you to find the package .

I haven't received the invoice for my order.
Please check your inbox, we’ve also send your invoice on your registered email address within 24 hours once your order is marked delivered on our system.

Note: You are requested to check your Inbox/ Spam/ Junk tabs on your email address, still if you didn’t receive your invoice, feel free to contact us via email [email protected].

Are all products on QKZ's new and unused?
Yes, we only offers 100% new products. We ensure the best quality grade and full warranty gives to  customers.
Please contact us via email [email protected] if you find a product on our website that failed to meet this criteria.
Can I cancel my order ?
The following cancellation policy applies to products and supersedes all other terms and conditions of the sale on QKZ’s websits:

Once your order has been confirmed it enters the shipping parameters, QKZ cannot halt the delivery of the product since the import process has started. Therefore you cannot cancel your order once it has been confirmed.

Furthermore please review the Cancellation & Returns Policy

How should I claim product warranty?
QKZ Earphones provides a manufacturer’s 1-year limited warranty against defects for all of its Products with the exception of power banks which has a 1-year limited warranty,

(i) repair, (ii) replace, or (iii) provide a Warranty Credit for the Product for use on the QKZ Earphones online store.

Furthermore please review the Warranty Policy

Do I have to pay any duties or taxes upon delivery of my order?

The product subject to the payment of import duties (e.g. in the U.S.) or other duties, and other charges including value-added tax (VAT) or other taxes. If these are applicable, they will be levied and determined when the shipment is processed by the applicable customs agency in your country. Please check your country’s import policy to understand and ascertain the applicability of and your liability for any such duties or taxes for the products you purchase.

All applicable duties and taxes, if any, are not included in the purchase price of your order or transaction. If they apply and are levied, then they are your (and not our or the product manufacturer’s or supplier’s) sole and exclusive responsibility, and shall be paid by you directly to your government or to the courier company, when the products are delivered.

Payment of the above-referred duties, charges and taxes are not our (or the product manufacturer’s or supplier’s) responsibility.

We shall not be responsible for any shipping or customs delay since this is outside our control.
Always feel free to contact us via [email protected]

How do I pay on QKZ Official Website?

We have the following payment methods through which you can make a payment:
  • Credit/Debit Card (VISA/MasterCards
  • PayPal
  • 2Checkout
  • JazzCash
  • Direct Deposit
  • Internet Banking

How do i get the refunds?
The refunded amount will go directly to your bank it may take 2-10 days to show in the statements so please be patience you will get the amount.

If in the case have any problem you can directly contact us [email protected]

How to withdraw refunds from the QKZ's wallet balances?
We are working on it soon this services will avialable
I ordered multiple items but I have received only one item so far. What’s going on?
Items sourced from the different warehouse are often shipped separately to make sure that there is no delay in fulfilment of your order. Rest assured that you will get all your items within the delivery period mentioned on the product page of those items.

Also will provide all tracking number after the package is shipped

Do I have to pay any duties or taxes upon delivery of my order?

The product subject to the payment of import duties (e.g. in the U.S.) or other duties, and other charges including value-added tax (VAT) or other taxes. If these are applicable, they will be levied and determined when the shipment is processed by the applicable customs agency in your country. Please check your country’s import policy to understand and ascertain the applicability of and your liability for any such duties or taxes for the products you purchase.

All applicable duties and taxes, if any, are not included in the purchase price of your order or transaction. If they apply and are levied, then they are your (and not our or the product manufacturer’s or supplier’s) sole and exclusive responsibility, and shall be paid by you directly to your government or to the courier company, when the products are delivered.

Payment of the above-referred duties, charges and taxes are not our (or the product manufacturer’s or supplier’s) responsibility.

We shall not be responsible for any shipping or customs delay since this is outside our control.
Always feel free to contact us via [email protected]

Can I change my shipping address after I have placed my order?
Unfortunately, your shipping details cannot be changed after your order has been placed.

However, you may cancel the order and re-order with right address.

My parcel has been reported missing. What now?

No need to worry. If you have any such concerns, you may contact us through via Whatsapp or Live Facebook Chat for a possible resolution. We’ve got you covered!

for more informantions email us at [email protected]

What are the Delivery Timelines?
Delivery timelines are the estimated number of days for your product to be delivered at your doorstep. These timelines are based on business days and exclude public holidays and Sundays.

International packages estimated days 8-16 days it may vary by country to country

What are the most common reasons for delivery delays?
There are dozens of reasons behind a delivery delay. However, here are the most common ones you’ll likely encounter while in operation.

  • Custom Clearance
  • Bad weather.
  • Wrong/ Inaccurate Delivery Address.
  • No-Go Zones / Remote Locations.

NOTE: As markets are being shut down due to COVID-19 situation in most countries, and it might experience delays in meeting the delivery timelines. We apologize for the inconvenience and will ensure you receive your package as soon as possible.

How can I track my order?
For tracking, you should go to My account>order and track your package, make sure after shipped the tracking number takes 3-5 days to update the package location.
Can I return Products?
The following return policy applies to overseas products and supersedes all other terms and conditions of sales on QKZ’s and the QKZ return policy:

Returns for the global items are only accepted for the reason listed below:

  • Item is defective/ Item is damaged upon delivery or is not according to the product specification mentioned on the website,
  • Item is Wrong: Item delivered is not the item you ordered.

Note: Returns on any other basis will not be accepted and shipping cost is the buyer responsibility.

Feel free to contact us via Facebook Masseger Chat  if you have any confusion.

What are the mandatory information and steps to return a product?

The product must be returned in the original and undamaged manufacturer packaging / box. For more information please check our return and replacment policy

– If a product is returned to us in an inadequate condition, we reserve the right to send it back to you or hold the amount.

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