Customer Service - Contact

FAQ | Frequently Asked Questions

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Ordering Online

Are your products legal in my country?

We cannot provide any information about the legal status of our products in your country. 

It is the customer's responsibility to research the local laws and regulations before placing and order. Royal Queen Seeds will decline any responsibility if your parcel is intercepted by any customs department.

How do I place an order?

  • Browse and select the items that you wish to purchase
  • Add items to your shopping cart using the “Add to Cart” button and amounts when appropriate
  • Click “Check Out” 
  • Follow the instructions on the payment page.

An account is required to place an order, if you are not registered click here  to complete this step.

Is there a minimum purchase required?

Yes, a minimum purchase of 25 € (incl. VAT) is required to place an order.

Can I modify an existing order?

We process all the orders within one business day after the payment is accepted. Once the order is already in preparation it is not possible to modify it.

If you need to change your order please contact our Support department as soon as possible. Our team will try to accommodate your requests however it cannot be guaranteed.

Can I duplicate a previous order?

Definitely! Go to your "Order History" by accessing "My Account" and click “Reorder” next to the order that you want to duplicate. At this stage, you can add more products, change the payment method, or go straight to checkout.

How do I cancel my order?

Depending on the status of your parcel, there are 2 different ways to cancel an order depending on whether it has been shipped or it is still in preparation.

  • Order in preparation: contact us via the contact form provided below - make sure you are logged in and that you choose the order number you wish to cancel
  • Order shipped: it is not possible to cancel shipped orders, you will need to return it and claim a refund. See the link below for further information

See Returns info

Pricing & Payment

What name will be shown in my credit card/bank statement?

Royal Queen Seeds will not appear anywhere in your credit card statement or bank transaction. All the charges will be shown under our Commercial Name:

Snorkel Spain

How can I pay for my order?

There are several payment options available:

  • Visa & Mastercard
  • Bank transfer
  • Bitcoin
  • Bitcanna

Please follow the instructions carefully after choosing your preferred payment method.

How to pay using Credit Card?

You can pay for your order by card. Simply enter your card number, your card's expiry date and your 3-digit security code as it is listed on the back of your card. Credit card payments can take up to 24 hours to be processed. Once the payment has cleared, we will start processing your order.

The charge on your credit card statement will be from: SLU

Please note that we are unable to process prepaid credit cards.

How to pay using Bank Transfer?

Choose Bank Transfer as a payment method to confirm your order and the RQS bank details will be shown on the screen once your order has been completed.

Please make sure that you use your order number as a payment reference otherwise we might not be able to link the payment o your purchase. Bank transfers normally take between 3 and 7 business days to be completed.

How to pay using Bitcoin?

We also accept Bitcoin as a payment method. Please follow the instructions in the link below to use this option.

Bitcoin payment

Can I pay with Paypal?

At this moment, we do not accept payments from your Paypal account. PayPal's policy towards the products that we sell prevents them from offering their payment method in our webshop.

You can pay your order by credit card, Bank transfer or BitCoin.

Can I pay by cheque?

We regret we cannot accept cheques of any kind.

Can I pay using money orders?

We do no accept money orders.

Do you accept Cash on Delivery?

We do not accept Cash on Delivery

Can I get a discount voucher?

Yes, leave a review of your products and receive a 10% discount voucher. You need to be logged in and leave a review on a product page

Your discount vouchers will be accessible via the My Vouchers on your RQS Account. Please note, % discount vouchers are not cumulative between them (you will only be able to use one at a time), but you can use them together with cash vouchers – vouchers with a set amount of money credited in them.

Shipping & Delivery

Can I track my parcel?

Yes, you can. You will see an estimated delivery time when you place your order.
Free shipping- To track your parcel, follow the instructions in the automated email you will receive once your parcel has been dispatched. After this email, your tracking will be updated when the parcel reaches the country of destination. Please note that with our Free Shipping it can take up to 5 business days.

Do not be surprised if your order is delivered before you can track it!

UPS- We will send you an email with a direct link to track your order. As simple as that.

More shipping info

When will you ship my order?

Most orders are sent within 24 hours of receiving payment. We ship from Monday to Friday, except during official holidays. If you place an order on a Friday, most likely it will be shipped the following Monday.

More shipping info

How does my package look? what is stealth shipping?

We send our orders in plain boxes without stickers or any reference to our products or our company. The only information in the box would be the delivery details.


However, if you still want more discretion, we also offer a DVD Stealth Shipping option for 5€. (Service is not available in the UK.) 

Please click here for more shipping information.

Do you ship to my country?

See below a full list of all the countries we ship to:

Austria, Belgium, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxemburg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom and the United States.

We do not ship to any country not shown in the above list.

More shipping info

What are the shipping costs?

Standard Shipping is free to all countries. However, we offer a DVD Stealth Shipping for 5€, you can have your parcel wrapped in stealth packaging DVD case for a total discreet delivery.

Also, we offer a UPS Standard service. Delivery times and costs are different depending on the country. You will see this information once you select this shipping method at the check out screen. 

More shipping info

Do you send to P.O. Box addresses?

We only ship to private, real addresses. We do not ship to P.O.Boxes, public places, Packstations, shops, relay points, cargo forward companies and similar addresses.

More shipping info

What is UPS Access Point?

The UPS Access Point shipping network is thousands of convenient delivery locations that can be used when you're not at home to accept your delivery.

Choose an Access Point from the interactive map at checkout and consult it's opening hours, so you can collect your parcel at a convenient time. The price of this shipping method will display during checkout.

UPS provides email and text alerts to let you know when your parcel is ready for collection.

What company do you ship with?

Our Shipping Partner sends all of our parcels for us. To offer you the best possible route, they use various postal services. 

More shipping info

Do I need to sign for delivery?

Your courier will deliver your parcel in hand at your delivery address. In case you are absent and the parcel does not fit through the letterbox you should receive a note with instructions on how to proceed to get your order.

If your parcel is returned to our warehouse we will contact you immediately.

More shipping info

What if I have not received my order?

Delivery usually takes between 3 and 7 business days after shipped. (Weekend days and bank holidays are not considered business days.)

Please contact our Customer Service if you have not received your parcel within 15 business days after it was shipped.

More shipping info

Will my parcel be checked by customs?

Your parcel can always be checked by your national customs agency, no matter which shipping method you choose.

Please note that, although we may ship to your country, we cannot provide any information about the legal status of our products in your country. Due to the amount of countries that we ship to it is simply impossible for us to keep track of what is legal in what countries.

It is your own responsibility to research your local laws and regulations before ordering with us.  Please be aware that we cannot be held responsible if your parcel is stopped by customs.

More shipping info

Privacy & Security

Is shipping discreet?

We do everything we can to ensure that the packages have no additional information except your name and delivery address. The packages are plain so as not to draw attention, and we offer a Stealth option for a small extra fee of 5€.

More shipping info

Why do you need my personal information?

Your personal information is needed to send your parcel and to contact you in case a problem should arise. Your details are not shared with any third party or used in any other way.

Who can see my personal details?

Your personal information is confidential and it will never be shared with any third party.

We will use your personal information when processing your orders or in case we need to contact you for any reason.

If you would like to delete your account, please contact our customer service team using the contact form below – make sure you have logged into your account first.

RQS Growers Club

What is the RQS Growers Club?

This is our loyalty program where we will reward you for all your purchase. Feel free to check RQS Growers site for more information.

How can I use my points?

You can use the points to pay for an order or to get price reductions or purchase exclusive products for members.

What are green points and level points?

Green Points are earned through purchases, gifts, and rewards/actions and can be exchanged for discounts, exclusive products, and/or promotions.

Level Points are only earned through purchases and they count towards your tier status (more Grower Points, higher tier status in the program).

I have made a purchase, but my points are not credited.

The points will be credited 7 days after your order has been shipped.

My Account

How can I create my RQS account?

Very easily and quick! Just click on My Account on top of our website and then select “Register” and follow the instructions. Your account will be ready in less than 2 minutes.

Can I update my details?

You can update your contact details through the “Personal Information” section of Your Account.

Do I need an account?

Yes, you will need to create an account, Guest Checkout is not an option. Your details are safe, we will never share your date with any third party and are only used to get in touch with you regarding your order and promotions.

Can I delete my account?

If you would like to delete your account, please contact our Customer Service team using the contact form below – make sure you have logged into your account first."


Can I get a refund?

To get a refund, you will have to send back your un-opened parcel. See below the steps you need to follow:

  • Contact Customer Support using our contact form to request a Return Label; make sure you are logged in and choose the order number corresponding to the parcel you wish to return
  • Stick the Return Label to the parcel and follow the instructions on it.
  • Once we receive your returned parcel we will process your refund - we may need to ask you about your bank details as sometimes it is not possible to refund your card; Bitcoin payments will be refunded only by bank transfer
  • You can also use the RQS withdrawal form, however it is not compulsory for us

Please, bear in mind that providing a refund may take between 1 and 3 weeks.

How do I report a missing item?

If you have received your order and there are any missing items please follow the steps below:

  • Contact our Customer Support using the contact form within one week from delivery. Make sure you are logged in and choose the order number that you have received uncomplete.
  • A picture of the parcel showing the content and your order number written on a piece of paper will be required.

What if receive a damaged item?

Occasionally orders might get damaged during the delivery. If you receive a damaged order:

  • Please send us an email or use the contact form at the bottom of this page to get in touch with our Support Team. Please ensure that you are logged into your account and you are referring to the order with damaged items.
  • Our team will ask you to send a picture that clearly shows the damaged item and a piece of paper with the order number.


How do I contact you?

To get in touch, simply fill in the form below. If you are a registered customer, please log in before contacting us.

When can I expect a response?

We attempt to answer all questions as quick as possible. Please note that messages can only be answered between Monday and Friday during office hours.

If you haven't received a reply after 5 working days please first check your spam folder and then contact us again via the contact form below with your message and stating the date and time of your previous message.


At Royal Queen Seeds, we pride ourselves on producing the finest cannabis genetics and top-shelf feminized, autoflowering, and medical marijuana seeds.

If you have any questions, this page is designed to help you get them answered. Above you’ll find a database of FAQs about a wide variety of topics, including returns, shipping, our online ordering system, and more.

If you can’t find what you’re looking for, please contact us via the form below. Alternatively, feel free to reach out to us via phone.

Apartado de Correos nº 146
08170 Montornès del Vallés
[email protected]
t. 34 93 737 98 46 (from 8:00 to 16:00)
VAT: ESB-65812810
Coc Number: B-65812810

If you have a question regarding your order, please make sure to add the number in the Order number box.

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