Frequently Asked Questions (FAQ)

Below are answers to frequently asked questions about shopping with Auraq, including products, orders, payments, shipping, cancellations, returns, refunds, and customer support.

Products

1. What products does Auraq sell?
Auraq is an online store offering wall decor, table top decor, and home lifestyle items. Customers can review individual product pages for detailed descriptions, images, specifications, pricing, and other product information.

Shipping & Delivery

2. Where does Auraq ship?
Auraq currently ships within the United States only. We do not currently offer international shipping or delivery to addresses outside the United States.

3. How much does shipping cost?
Auraq charges a flat shipping rate of $30 USD per order for delivery within the United States. The applicable shipping charge is displayed during checkout before you complete your purchase.

4. What is your order cut-off time?
Our order cut-off time is 5:00 PM (EST) on business days. Orders placed after 5:00 PM EST, on weekends, or on applicable holidays will generally start processing on the next available business day.

5. How long does order processing take?
Orders generally require 1 to 2 business days for processing. Processing time does not include shipping transit time. Our regular business days are Monday to Friday.

6. How long does shipping take?
Once an order has been processed and dispatched, the estimated transit time is 6 to 7 business days.

7. What is the estimated total delivery time?
Our estimated delivery range is 7 to 9 business days, with a typical estimated delivery time of approximately 8 to 9 business days. Delivery times are estimates and may occasionally be affected by carrier or transportation delays.

8. Which shipping carrier will deliver my order?
Auraq may use suitable shipping carriers or delivery service providers depending on the product, package size, delivery destination, and carrier availability. Where tracking information is available, it will be provided after your order has been dispatched.

9. Can I track my order?
Where tracking is available for your shipment, tracking information will be provided via email after dispatch. If your tracking information shows an unusual delay, you can contact us at support@auraq.shop.

10. What should I do if my order is delayed?
If your order has not arrived within the estimated delivery period, contact us at support@auraq.shop with your order details. We will review the available shipment information and assist with the appropriate next steps.

Orders & Cancellations

11. Can I change or cancel my order?
You may request an order change or cancellation within 24 hours of placing the order. Contact us at support@auraq.shop as soon as possible and provide your order details.
If your order has already entered processing or has been dispatched before the request can be completed, a change or cancellation may no longer be possible. Submitting a request does not automatically confirm cancellation.

12. What if I entered the wrong shipping address?
If you notice an incorrect or incomplete shipping address after placing your order, contact us as soon as possible within the 24-hour order change period.
We will review your request, but an address change may not be possible once the order has entered processing or has been dispatched.

Returns & Refunds

13. What is Auraq’s return window?
Auraq accepts eligible return requests within 30 days of delivery. Customers should contact us within this period to begin a return request. For full details, review our Return & Refund Policy.

14. Do you accept returns for defective products?
Yes. Auraq accepts eligible returns for defective or damaged products within the applicable 30-day return window. Contact us with your order details and information about the issue.

15. Do you accept returns for non-defective products?
Yes. Eligible non-defective products may also be returned within 30 days of delivery, subject to the conditions stated in our Return & Refund Policy.

16. How do I request a return?
Contact Auraq at support@auraq.shop within the applicable return window. Please provide your order details, the product you wish to return, and the reason for the return.
If the product is damaged, defective, or incorrect, we may request relevant details or photographs to help review the issue. Return instructions will be provided after the request has been reviewed.

17. Who pays for the return shipping or return label?
For an eligible non-defective or customer-related return, the customer is responsible for the applicable return shipping or return-label cost.
If the return is required because of a mistake attributable to Auraq, such as receiving an incorrect or damaged product, Auraq will cover the applicable return label cost.

18. Do you charge a restocking fee?
No. Auraq charges a $0 USD restocking fee for eligible returns.

19. Do you offer exchanges?
No. Direct exchanges are not accepted. If you want a different product, you may return an eligible product according to our Return & Refund Policy and place a separate order for another item, subject to availability.

20. How long does it take to receive a refund?
Eligible refunds are processed within 10 business days after the returned product has been received and inspected according to our Return & Refund Policy.
After Auraq processes the refund, your bank, card issuer, or payment provider may require additional time for the funds to reflect in your account.

21. What should I do if my refund is delayed?
If your refund has been processed but is not visible in your account, allow for any additional processing time required by your bank or payment provider.
If the expected period has passed, contact your bank or payment provider first, and then reach out to Auraq at support@auraq.shop if further assistance is required.

Payments

22. Which payment methods does Auraq accept?
Auraq currently accepts Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, and Google Pay. Customers should refer to the checkout page for the payment methods available when placing an order. For more details, review our Payment Policy.

23. What currency are prices displayed in?
Prices on Auraq are displayed in USD (United States Dollars) unless otherwise clearly stated on the website. Customers should review the final order total shown at checkout before completing payment.

24. What happens if my payment is declined?
A payment may be declined by your bank, card issuer, or payment provider. If this happens, check that your payment and billing information is correct and that the selected payment method can complete the transaction.
If necessary, contact your bank or payment provider for further information.

25. What should I do if I see a duplicate charge?
If you believe you have been charged more than once for the same order, first check whether one of the transactions is a temporary or pending authorization.
If you still believe an incorrect duplicate charge has occurred, contact us at support@auraq.shop with your order details.

Privacy & Security

26. How does Auraq handle my personal information?
Personal information may be collected and used where necessary to process orders, handle payments, arrange delivery, provide customer support, maintain appropriate records, operate the website, and comply with applicable legal requirements. For complete information, please review our Privacy Policy.

27. Does Auraq use cookies?
Our website may use cookies and similar technologies to support website functionality, shopping-cart activity, checkout, security, preferences, and website usage information. More information is available in our Cookies Policy.

Contact Us

28. How can I contact Auraq?
You can contact Auraq by email or through our available contact options. For questions about an existing order, please include your relevant order number and details.