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 responsibility to research the local laws and regulations before placing and order. Royal Queen Seeds will decline any responsibility if a 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 15 € (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 yout 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 on the “Reorder” button next to the order that you would like 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
  • Cash in envelope
  • Bitcoin

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.

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

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How to pay using Cash in Envelope?

It mIf you would like to pay for your order using Cash in Envelope we recommend you to be cautious. Please ensure that you use a windowless envelope and that you do not include any coins, we also recommend placing the money between two piedes of cardboard. Overpayment will always be compensated, through store credit or additional products.

We accept €, USD and GBP when paying for your order in cash. The address where to send your envelope will be shown once you have confirmed your order.

Please,  add a piece of paper with your name and your order number in your envelope so we can match your payment with your order. We will send you a quick message to let you know when your payment has been successfully received and processed.

Please note that paying for your order this way is completely at your risk.

How to pay using Bitcoin?

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

Bitcoin payment

How to pay using CoinPayments?

We have added new crypto currencies to our payment option. Now you can choose “Pay using Coinpayments” and pay with any of the below Crypto currencies:

Coin Payment

The system will guide you throw the process step by step to complete the payment. Just follow the instructions that you will receive once you select the Crypto currency of your choice.

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.

However, we are confident that we have a payment option available that suits you. 

Can I pay by cheque?

We regret we cannot accept cheques of any kind.

Can I pay using money orders?

We're currently unable to accept money orders as payment for your order. 

Do you accept Cash on Delivery?

Sorry, we currently do not offer an option to pay for your order upon delivery of your parcel.

Do you offer wholesale or bulk pricing?

We have a range of different bulk options available on our Bulk Seeds Page.

Can I get a discount voucher?

There are a couple of things you can do to have a discount voucher.

  • Like us on Facebook and receive a 5% discount voucher. You need to be logged in on RQS website and click on Like at the top right of the site
  • 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

How discrete is your packaging?

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.

Packages

However, if you still want more discretion, we also offer a DVD Stealth Shipping option for 5€.

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, Bulgaria, Chile, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxemburg, Malta, Monaco, Netherlands, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, United Kingdom.

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 cost are different depending on the country. You will see this information once you select this shipping method at the check out screen. Please note that we do not offer this service for Malta, Croatia and Bulgaria.

More shipping info

What is Stealth Shipping?

With Stealth Shipping, your seeds will be delivered in their original packaging, hidden in the leaflet of a DVD case that has been sealed for maximum security. There is no promotional material inside, no invoice or references to Royal Queen Seeds. The included DVD will be a random B-movie. We charge an extra €5 fee for this special shipping service.

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

Do you deliver to post offices or distribution centres?

No, it is not possible to ship to either to post offices, distribution centres, cargo forward companies, etc.

More shipping info

Can I track my parcel?

Yes, you can. To track your parcel, follow the instructions received 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, occasionally, this transaction can take up to 5 business days.

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

More shipping info

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

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

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 your place an order on a Friday, it is very likely that it will be shipped the following Monday.

More shipping info

When will I receive my order?

Most deliveries take between 3 and 5 working days. However, you should allow up to fifteen business days for your parcel to be delivered.

More shipping info

Can I redirect my order once it has been shipped?

A valid delivery address will be required when placing an order, you can contact us to change the address as long as the order has not been shipped yet. We have no control over a parcel once it has left the warehouse.

We cannot be held responsible for any additional costs or non-delivery if incorrect details are provided in order (including but not limited to: Name, Address, Postcode).

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

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 a 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.

Product Info

How do I germinate my seeds?

RQS sells their seeds as a souvenir or for collection purposes. However, if germinating cannabis seeds is a legal activity in your country, we would recommend you following the instructions in the below article:

Sprouting cannabis seeds

Packaging

All RQS seeds are individually sealed in a blister to prevent the seeds from air and humidity, and then wrapped in a protective cardboard packet showing the strain name.

My Account

How can I create my RQS account?

Very easily and quick! Just click on Your 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.

Returns

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; Bitcoins and Cash in Envelope 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?

Sometimes orders are damaged during the delivery. If threre are any damaged items with your order, please do as per below:

  • 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.

Contact

How do I get in touch?

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 replay 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.

CONTACT US

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.

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