At Aquantuo, we are committed to providing reliable logistics services while ensuring transparency and accountability. This Online Purchase Policy outlines customer responsibilities and Aquantuo's role in managing orders and packages. Adhering to these guidelines helps ensure a seamless and secure online shopping experience.
Customers are responsible for creating orders for each package arriving at Aquantuo’s origin facility. If orders are created by Aquantuo on their behalf, customers must review and confirm the details.
It is the full responsibility of the customer to vet the sellers, suppliers, and online stores they wish to purchase goods from. Aquantuo will not be liable for any fraudulent transactions /cases between the customer and the seller. Aquantuo will not bear liability for any orders routed to wrong addresses by the seller other than the address provided on our website or packages that arrive at our warehouses in defective states. Aquantuo will also not bear liability for the usage of incomplete addresses or a format other than the exact address shown on the customer’s dashboard.
Aquantuo will not take liability for brand new packages still in their unopened/original packaging that are found defective when initially powered on or examined by client, including items that show no physical damage externally. If you’d like Aquantuo to have your new items tested for additional verification prior to shipping, we recommend our premier membership program.
The Buy For Me/Concierge Policy outlines the terms and conditions governing Aquantuo's assistance in purchasing goods on behalf of customers. This policy ensures clarity, accountability, and mutual understanding between Aquantuo and its customers, emphasizing the customer's responsibility to provide accurate information and vet sellers, while Aquantuo commits to handling transactions with integrity and care.
Customers are responsible for creating their buy for me orders on their dashboard. If orders are created by Aquantuo on their behalf, customers must review and confirm the details.
Aquantuo will only purchase on the customer’s behalf from authorized brands and stores. It is the full responsibility of the customer to vet the sellers, suppliers, and online stores they wish to purchase goods from before they share these details with our team. In case we deliver a brand-new item that is different from what a customer shared with us (different brand, model, SKU number and size),we will offer full refund or exchange the items from the store with the right one, on condition that the item is not damaged or used. Before an exchange, we will require that the product seal is intact, except for products that cannot be differentiated visually based on information provided on the product packaging.
This policy EXCLUDES items purchased from sites that sell used or refurbished items such as Ebay and Swappa among other unauthorized sellers or third parties. This policy is also not applicable for items sold AS IS.
If a customer requests a refund of an item that has already been purchased, but hasn’t left the country of origin, a refund matching what was received from the store will be initiated. Aquantuo will only send this back to the customer after the refund from the store hits Aquantuo’ s account. The member will receive the amount received from store net all exchange losses, transaction charges and domestic shipping charges. The buy for me / concierge processing fees are not refundable to the customer.
The customer can only request a refund before the package is shipped out of the origin country. Any requests that come in after packages are shipped will not be considered.
The Door-to-Door Policy outlines the responsibilities and guidelines for customers utilizing Aquantuo’s comprehensive delivery service. This policy ensures clarity, accountability, and protection for both customers and Aquantuo, fostering a seamless experience from pick-up to delivery.
Customers are responsible for creating their door to door orders. If orders are created by Aquantuo on their behalf, customers must review and confirm the details.
To ensure full protection of picked up packages from the pick-up location to any of our warehouse’s, customers that use this service are required to insure their packages from the pick up point. In case of loss, Aquantuo shall bear full liability of the package and offer a refund of the pick-up fees and item value excluding the insurance amount.
We provide a one-time shipment consolidation for your packages. Once the consignment leaves the country-of-origin warehouse, no further consolidation will be possible.
Opening Boxes (China Only)
As part of our China procedures and operations, we only take a picture of the box label unless you request to see the specific contents. If you would like us to open the box and provide images of the contents, a $1 per package fee will apply.