FAQs
Q: Can I cancel my order?
A: Please contact our customer service to cancel your order before shipped. We cannot make cancellations for shipped orders.Q: Do you offer free shipping?
A: We offer free shipping on orders over $129Q: How can I track my package?
A: Once the package has been shipped, we will send you a shipping notification email that includes your tracking number. To check the status of your package, please click on this link: https://www.17track.net/en and enter the number to check shipping status.Q: Where do you ship my order?
A: All products are dispatched from China warehouse.Q: When will my order ship?
A: We usually dispatch item(s) within 1-3 business days (business days do not include weekends or holidays). Order processing may take longer during promotion and festival events. Your understanding and patience will be appreciated.Q: Can I change shipping address?
A: We do not accept any changes about the address information once the order has been shipped out, so you can contact us before shipping.Q: My package says delivered, but I didn’t receive it.
A: In this case, please contact the post office for more information. You can also check your mailbox, the porch, garage, doors and other locations where the package could be placed. And check with anyone who might have retrieved the package such as your family or neighbors. Sometimes postman delivers order to your neighbors.If you’re still unable to locate the package, please contact our customer care support@joytes.com
Q: How can I pay?
A: We currently only accept PayPal for international orders. All orders will be checkout in US dollars. Other payment methods like credit card will be soon opened.Q: How to get coupons?
A: You can get coupons through below methods:1. Sign up to get US$100-5 off for the first order;
2. Collect the coupons from the email subscription and promotion page;
3. Participating in activities and giveaways.
Join in Joytes group and get coupon
Q: Why I can't use my coupon?
A: In this case, you can check the following:1. Is your coupon/reward still valid?
2. Do you meet the minimum spending requirements?
For example, if a coupon is only valid for orders over USD100, but the total item value is only USD90, you can’t use the coupon code.
Q: Are there any additional fees/custom duties involved in international shipping?
A: International orders are subject to customs and duty fees as defined by the country of import. Unfortunately, we are unable to provide information on whether you may or may not be charged customs/duty fees. Duties will be determined by the country of import of your order based on product value. You can check local custom duty and policy by visiting your local custom/custom website.Q: What will happen if I refuse to receive the package?
A: For any reason, if you would like to reject the package while the parcel is under the shipping process, you will need to wait until you receive the package in hand before making a return request.
If you refuse to take the delivery package from the postman or do not pick up your delivery package from your local pick-up stores, our Customer Service will not be able to judge the situation of the package and therefore cannot handle your return requests.
If the package is returned to our warehouse because of a customer's personal reason (Check details below), we'll contact you about re-paying the reshipment postage and arrange the reshipment. Details for customer's personal reason:
* Wrong address/no consignee
* Invalid contact information/ no answer to the delivery calls
* Customer refuses to accept package/ complete customs clearance
* Didn't collect package by the deadline
Question not answered
Please don't hesitate to contact us at support@joytes.com for any questions, suggestions, or collaborations.