Thank you for shopping with Qiao EV Charger. This page explains how we ship your EV charger orders and how our return, exchange, and refund process works.

Shipping Policy

Order Processing Time

• Orders are processed within 2-3 business days (Monday–Friday, excluding holidays) after payment is confirmed.
• During promotional periods or high-demand seasons, processing may take slightly longer. We’ll notify you by email if there is a significant delay.
• If we are unable to ship your order within the stated processing time, we will notify you and give you the option to accept the delay or cancel the order.

Delivery Time

• Estimated delivery times and available shipping methods are displayed at checkout after you enter your shipping address. Delivery estimates vary by destination and shipping method and do not include order processing time.
• Delivery dates are estimates and are not guaranteed. Customs clearance, weather conditions, carrier delays, and local holidays may affect delivery times.

Shipping Destinations

QIAO can not ship to P.O. boxes and APO/FPO military addresses — please provide a physical street address at checkout.

Customs, Duties & Taxes 

International orders may be subject to one or more import-related charges, such as customs duties, import taxes, or customs clearance fees, depending on the destination country and applicable local regulations. Unless otherwise stated at checkout, any applicable charges are not included in the product price or shipping fee and are the customer’s responsibility. We recommend checking with your local customs authority before placing an order.

Order Tracking

• Once your order ships, you will receive a confirmation email with a tracking number.
• If you haven’t received tracking information within 3 business days of placing your order, please contact us at [email protected].

Order Cancellations

• Orders may be cancelled free of charge before they ship.
• Orders that have already left our warehouse cannot be cancelled; you may instead initiate a return once the item is received.

Return & Refund Policy

Return Window

You may return most products within 30 days of delivery, subject to the conditions below. Products must be unused, uninstalled, and returned in their original condition with all included components. Opening the packaging solely to inspect the product does not automatically make it ineligible for return, where required by applicable law.

Please contact us before returning any item. ([email protected])

Note: Nothing in this policy limits any mandatory consumer rights available under applicable local law. 

Return Conditions

To be eligible for a return, your item must be:

• Unused, uninstalled, and in the same condition you received it
• In the original packaging, with all cables, accessories, manuals, and documentation included
• Accompanied by proof of purchase (order number or receipt)

We recommend photographing the product in its original packaging (showing the unit, cable/plug, and box) before shipping it back, as this may be required to process your return.

Non-Returnable Items and Exceptions 

The following items are not eligible for change-of-mind returns:

• Products returned after the applicable 30-day return window
• Products that have been installed, wired, used, altered, or modified
• Products damaged due to improper installation, misuse, accidents, improper storage, unauthorized repairs or modifications, or failure to follow the product instructions
• Products returned without their original packaging, cables, accessories, manuals, or other included components
• Products with missing, removed, damaged, or altered serial numbers or identification labels
• Custom-made, personalized, or specially configured products that were produced according to the customer’s specifications

How to Start a Return

1. Contact us at [email protected] with your order number and reason for return. We will review your request the eligibility for your return request within 3 business days. 
2. If your return request is approved, we will provide a a return shipping label and return instructions, the applicable return address, and packing instructions. (Note: Items returned without authorization will not be accepted). 
3. Pack the item securely in its original packaging and clearly include the return shipping label with the return.
4. Ship the item to the return address provided — we recommend using a trackable shipping method.
5. When we receive your return/exchange, we will inspect the item within 3–5 business days and then ship the approved replacement or issue a refund. 

Returns sent without a valid RMA number may be refused or delayed.

Return Shipping Costs

• If the item is defective, damaged in transit, or we shipped the wrong product, we will provide a prepaid return shipping label at no cost to you.
• For all other returns (e.g., change of mind), the customer is responsible for return shipping costs.

Refunds

Once the return has been received and inspected, approved refunds will be submitted to the original payment method within 5 business days. After the refund is submitted, your bank or payment provider may require additional time to post the funds to your account.

For change-of-mind returns, original shipping charges are generally non-refundable, except where reimbursement is required by applicable law. Where applicable law requires reimbursement of outbound shipping, reimbursement will be limited to the cost of the least expensive standard delivery method offered at the time of purchase. Additional express or premium shipping charges are non-refundable unless the return results from our error.

Exchanges

• If you’d like to exchange an item for a different model, please start a return and place a new order for the item you’d like instead — this ensures the fastest turnaround.
• For defective items, contact us and we’ll arrange a replacement directly.

Warranty Claims

• Manufacturer warranty issues (e.g., unit stops working after installation) are handled separately from this return policy. Please see our Warranty Policy page or contact us ([email protected]) for support.

Need Help?

If you have any questions about shipping or returns, please reach out:

• 📧 Email: [email protected]
• 🕐 Hours: Monday–Friday, 9:00 AM–6:30 PM, China Standard Time (UTC+8)