Shipping & Orders
Where will my order shipped if i purchase online?
Currently your products will be shipped from Shenzhen China if you purchased in our online store.
How can i track my order?
You can enter your order ID in our Support > Track Order section, you will find latest order status here. You can also email us at firstname.lastname@example.org with your order ID , we will reply with your order details.
How long would it take before i receive my order?
For those in stock items, normally you will receive them:
North America: 3-15 working days according to different couriers.
Other Regions: 3-20 working days according to different couriers.
How will my order shipped?
Shipping methods may vary according to addresses:
Currently we are using DHL, UPS, China Postage etc.
Is it possible that i change my shipping address after order is shipped?
Very sorry dear customer, the shipping address can't be changed once the order is shipped.
Shipping address can be changed before order is shipped, contact us at email@example.com
What if the items are not the ones i ordered when i receive the package?
Please feel free to contact our official customer service by sending an email to firstname.lastname@example.org. We might need your help to provide pictures or videos when contacting the customer service so that they can understand your problem faster and help you solve it in time.
What should I do if my package is damaged ?
In addition to the outer packaging, your items are equipped with an internal protective film. If the package is damaged, open it to see if the product is damaged. If it is not damaged, you can still use it. If the product is damaged, please contact our customer service by sending an email to email@example.com within 48 hours after receiving the product, and our customer service will reply your email within 24hrs. We will continuously improve customer purchasing experience and will try our best not to let this happen.
How to cancel my order?
Before the package is shipped, you can contact customer service at firstname.lastname@example.org to help you arrange the cancellation of your order. The order can't be canceled once the package is shipped, we will improve this section in short times.
Do I need to pay import tariff by myself?
Generally, the tariffs need to be paid by the buyer. Tariffs may vary in different countries, some country like USA has a tax-free amount for individuals , you can look up or call your local customs about your tariffs.
Can I make a change to an existing order?
Once an order is placed, we are unable to make any additions or changes to your order. If you change your mind or have different ideas, you can cancel your order within 45 minutes after place it, then you can place a new one.
What do I do if my parcel is delivered but i do not receive it?
If you did not receive your package, double-check your tracking information found in the shipping confirmation text or in your Joymy account dashboard.
We recommend checking in with neighbors, front desk, mailbox, or anywhere it may have been delivered. Please also make sure that the shipping address that was entered for the order is accurate and complete.
Please note: You must report damaged or missing items to us within 72 hours of the date of delivery. Failure to do so may result in a denied claim by the shipping carrier and exclusion from our return/exchange policy.