Quarendi LLC, an outdoor gear e-commerce platform, is committed to providing users with a stable and secure shopping experience. To protect the rights of both parties, the following issues handling terms have been established for any problems users may encounter during use:

  1. Order Issues

If users encounter situations such as orders not displaying, duplicate orders, or successful payment without an order being generated, please contact customer service for verification promptly. System records will serve as the basis for final order confirmation, and we will assist in correction or refund processing if necessary.

  1. Shipping and Logistics Issues

If the order shows as shipped but the logistics information has not been updated for a long time, please wait patiently for the shipping update.

If the package is lost, delayed, or delivery is abnormal, we will assist in communicating with the logistics service provider to resolve the issue.

Delays caused by force majeure (weather, customs, transportation delays, etc.) are not within the scope of this website’s responsibility, but we will do our best to assist in resolving them.

  1. Product Issues

If the received tent or sleeping bag has the following conditions, after-sales service can be applied for:

Damaged goods or damage during transportation

Seriously inconsistent with the order description

Missing key accessories

Users must submit a description of the problem and relevant photos within the specified time after receiving the goods so that we can verify and process it.

  1. Account and Payment Issues

If you encounter payment failures, duplicate charges, or account irregularities, please contact platform customer service immediately. We will verify the transaction records with the payment channel and process the issue accordingly (such as refunds or order corrections) upon confirmation.

  1. Technical and Website Issues

If you encounter page loading errors, functional malfunctions, or system failures while browsing or placing an order, please try refreshing the page or using a different device. If the problem persists, please submit feedback, and we will fix it as soon as possible.

  1. Issue Handling Principles

All issues will be handled based on system records and actual evidence.

We will respond to and process user feedback within a reasonable timeframe.

For complex issues, processing time may be longer, but we will continuously update the progress.

  1. Terms Updates

These issue handling terms may be updated based on operational circumstances. Updates will take effect immediately without further notice.