FAQ

1. GENERAL QUESTIONS

What is the status of my order?

  • Once you have placed your order, we will send you a confirmation email to confirm your order.
  • Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order.
  • Additionally, you can track the status of your order in the "Track Your Order" section on Home page on the website.

Can I cancel my order?

  • We can only cancel order that have not been processed for shipping yet.
  • Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept the cancellation of your order.

 

2. PAYMENT

What payment methods do you accept?

  • You can purchase on our website using a debit or credit card.
  • We additionally offer support for Visa, Master Card, American Express, PayPal, Shop Pay and Apple Pay.
  • You can choose these payment methods at checkout.

Which currency will I be charged in?

We currently only support the following currencies for charging our customers in their local currencies: USD, CAD, AUD and EUR.

If your credit or debit card use another currency, then you will be charged in USD, CAD, AUD or EUR, depending on the website you are on. Your bank will apply the corresponding conversion rate of the currency you choose.

 

3. SHIPPING

How long does it take to ship my order?

Once you've placed your order, it usually takes 3 business days to process it for delivery.

Standard shipping time for the countries covered by our delivery partners are presented below.

  • United-States: 10-20 business days
  • Canada: 10-20 business days
  • Australia: 10-20 business days
  • United Kingdom: 10-20 business days

What if I'm not home?

If you're not home, a new delivery will be performed on the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose.

You may also have to go to your local post office to collect your package in case it cannot be delivered to you.

 

4. REFUND

Do you accept returns?

We offer a 100% money back guarantee if the product is defective or damaged.

We DO accept returns in respect to the following conditions:

  • The item must have been sold on our online store
  • The item shouldn't have been used in any way and in the original packaging
  • The return or exchange request is made within 30 days since your purchase

We DO NOT accept returns in respect to the following conditions: 

  • The item which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.
  • The item which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery
  • The item which are, after delivery, according to their nature, inseparably mixed with other items.

To ask for a return, please contact our support by e-mailing us.

Can I exchange an item?

We do accept exchanges and they follow the same conditions as in Refund section.

We reserve the right to refuse returns/ exchange of any merchandise that does not meet the above return conditions in our sole discretion.

Are returns free?

Returns are free. You can refer to the delivery paper within your package to perform your return.

Feel free to contact us by email for more details.

How long does it take to process a refund?

Returns are confirmed within 14 days of receiving the package at our warehouse.

Once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return.

 

5. OTHER QUESTIONS

How safe is my personal information?

Your data will be handled confidentially and encrypted with secure server software SSL (Secure-Socket-Layer). The encrypted information of your order, name, address, credit card or bank details cannot be read by any third party.

How do I get in touch with you?

Please send us an email to info@joyful-buy.com and we will be happy to assist you in any way we can.