FAQ
Quincy Mae Order Questions
The most complete info on any question or process can be found by going straight to our Help Center here.
Can I modify or cancel my order?
An order cannot be modified or canceled once it has been placed. Please contact our customer service team at orders@quincymae.com immediately to try and stop / cancel any order as soon as possible and we will do our absolute best to make the modification if it's within our power to stop the order but this is the exception to rule as placed orders immediately move into processing status. We are here to support you however we can but we are a fast-moving small business trying to pack and ship as quickly as we can for everyone so please note most placed orders cannot be stopped regardless of how fast you reach out about cancelation. We will work with you on the back end to get it returned promptly for the majority of orders that can't be stopped.
Thank you for your understanding and cooperation. If you have any further questions or need additional assistance, please don't hesitate to reach out. We truly value your ongoing support and strive to ensure your satisfaction.
What's your return policy?
For returned items from Rylee + Cru, Quincy Mae, and Play x Play, you have a window of 30 days from the receipt of your purchase to initiate returns for bonus store credit, refunds, or exchanges.
Please note that Noralee, being a special occasions offering, follows a slightly different policy. For Noralee items, we currently allow exchanges or store credit only.
To learn more about the eligibility criteria and specific guidelines for returns, we encourage you to refer to our official policy, which can be found here.
If you have any questions or require further clarification regarding our refund policy, please visit here for more information.
We strive to provide the best customer experience possible, and we appreciate your understanding and cooperation with our return procedures.
Can I upgrade to Priority Shipping?
Please note that if you choose Priority Shipping (2 Day Air) for your order, we aim to fulfill it within 24-48 hours (excluding weekends), and then it will take approximately 2 days to be delivered in transit. However, during seasonal launches and for the two weeks following, Priority Shipping may not be available due to high order volumes.
If you select standard ground shipping, we cannot guarantee an upgrade to priority shipping as our warehouse follows a sequential process for labeling and packing orders. While we will make exceptions when possible, please understand that such requests are not the norm. Thank you for your understanding and cooperation.
Where is my order confirmation email?
Upon placing an order, an automatic order confirmation email is sent to the provided email address. If you haven't received the order confirmation email, we kindly suggest checking your spam/junk folder to ensure it hasn't been filtered there. If you have verified that the email is indeed missing, please reach out to us at orders@ryleeandcru.com, and we will be more than happy to assist you further.
Rest assured, as your order progresses, you will receive updates regarding its status. These updates will notify you when the order is in transit, out for delivery, and when it has been successfully delivered. Our aim is to provide you with peace of mind, knowing that your order has arrived safely and securely.
If you have any additional questions or concerns, please don't hesitate to contact us. We are here to support you and ensure a smooth and satisfactory shopping experience.
How can I track my order?
Once your order has been shipped, Quincy Mae will send you a shipping confirmation email and tracking number. You can always reference tracking on our dedicated order tracking page.
Do you ship internationally?
We do now offer shipping to select global regions. For international orders, we use FedEx International Economy, and you can expect your package to arrive within 5-10 days from the shipment date. We want to make the process as convenient as possible for you, so duties and taxes are included in the freight costs at no additional markup on our end to create no surprise costs upon delivery.
Please keep in mind that due to freight costs and duties, all international sales are considered final and not eligible for exchange or refund. We apologize for any inconvenience this may cause.
It's worth noting that Rylee + Cru Collective brands are sold worldwide, and we encourage you to search for a store in your region to find closer shipping options with no additional duties. In some regions, we do not ship from our US warehouse because local distributors provide closer and more cost-effective options for our customers in those areas.
Currently, we are shipping to Canada, Australia, New Zealand, Japan, Mexico, Singapore, South Korea, and most of Europe. However, if you reside in Australia, New Zealand, UK, China, Hong Kong, or other regions, we have regional sites either live or under development specifically designed to serve you better and ensure faster shipping.
If you prefer to shop locally, you can explore our stockist page to find a retailer in your area.
When will my order ship?
|
Shipping Method |
Cost |
Ships from warehouse in: |
Delivered in: |
|
Standard Shipping |
$9 |
2-5 business days |
2-5 business days after date shipped |
|
FedEx 2 Day Air |
$16 |
1-2 business days |
2-3 business days after date shipped |
|
International Shipping |
By Weight + Duties |
3-5 business days |
5-10 business days after date shipped |
*Please note that the provided timeline for order fulfillment is an estimate and not a guaranteed timeframe. While we strive to ship orders within the mentioned timeframe, there may be rare occasions where orders are shipped outside of this estimate. These instances typically occur during product launches and seasonal sale events when order volumes are at their highest. During such peak periods, order processing may take up to 7 business days.
Additionally, please be aware that Priority Shipping is not available during product launches and for the two weeks following. We want to ensure that all orders are processed efficiently during these busy periods.
What if I have a lost or stolen package?
In the event that your order is marked as delivered but is not present at your residence or arrives damaged, we have a solution in place to assist you. If you have opted for package protection with Route, you can initiate an immediate claim and receive reimbursement promptly by clicking here. We highly recommend choosing Route insurance for your package, as it ensures a smooth and expedited resolution for any lost or damaged items.
For packages that are uninsured, we will submit a claim on your behalf with the carrier to investigate the whereabouts of the package. Please allow us up to 10 business days to resolve the issue with the carrier and obtain an update. It's worth noting that in many cases, the package may be delivered a day or two after the reported delivery date.
Placing an Order
How can I track my order?
Once your order has been shipped, Rylee + Cru Collective will send you a shipping confirmation email and tracking number.
Do you offer gift wrapping?
We do not offer gift wrapping at this time. Packing slips in your order do not display any pricing and work nicely as a gift receipt.
Please enter any gift notes into the comment box during checkout.
Do you restock sold out products?
If there are no sizes available, the product is out of stock. We are seasonal with our drops and do not produce any more product once sold out. However, we do restock items weekly via returns that are brand new, tagged, and in prime condition. These returns are restocked weekly and are updated on our site once available in small quantities.
How do I use a coupon code?
Coupon codes must be rendered at checkout. Each coupon code can be used once per customer. If a coupon code shows that it is expired, it means you have used it on a past order, and our system cannot apply it again.
Discount codes are not stackable on our site, only 1 code can be used per order.
How do I get the app?
Users of our app get first access to all sales, frequent exclusives, and app-only product opportunities along with video / styling content.
Returns
Please refer to our Shipping + Returns page here.
Sourcing & Production Values
Do the Rylee & Cru Collective Brands use ethical sourcing for all clothing and how do you monitor that?
Yes, we are extremely diligent in selecting our partners and ensuring ethical production practices for Rylee + Cru brands.
Our brands are designed in the United States and manufactured in China. Rest assured, our products are ethically produced. We have a strict code of conduct agreement in place with our factories, which outlines crucial components such as the prohibition of child labor, forced work environments, and ensuring fair wages for workers. These are fundamental principles we uphold.
Our production facility, which has been working with renowned brands since 1992, employs around 30,000 individuals across various sectors and locations. In the children's garment industry, they specialize in creating high-quality clothing. We maintain a close relationship with the factory and make regular visits to personally check in with the team and oversee the production process.
In recognition of their commitment to social responsibility, the factory that produces our Rylee & Cru brands was honored with the prestigious "Outstanding Case of Social Responsibility of Chinese Private Enterprises" award by the National Federation of Industry and Commerce in 2018.
We take pride in the transparency and integrity of our production processes, ensuring that our products meet the highest ethical standards. Should you have any further inquiries or require more information, please feel free to reach out to us. We value your support and trust in our brand.
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