Frequently Asked Questions in JOYROOM
Order & Billing
We currently accept the following payment methods:
PayPal / VISA / Mastercard / Maestro
We process and ship orders between Monday and Friday (GMT + 8).
Orders placed on Friday night, Saturday, Sunday, major holidays, and/or during company closures will not be processed until the following business day.
Estimated time to ship:
For products in stock, your order will be processed and shipped within 2 business days.
If a product you ordered is out of stock, we will inform you by email. To ensure that we can get in touch with you, please add support@joyroom.com to your email whitelist.
If your order has not been shipped yet, please contact our customer support team (support@joyroom.com) and they will help you change the contents of your order.
If your order has already been shipped out, we will unfortunately not be able to change its contents.
If you ordered the wrong thing by mistake, there are 2 possible solutions:
- You can place a new order on our website for the product you actually wanted. You can then return the incorrect product to us at a later date for a refund. We will only be able to issue the refund once we receive the original item. This is typically the fastest way to receive the correct product.
- You can wait for the incorrect order to arrive and send it back to us. We will contact you when we receive it. Please note that we will only be able to send the new product after receiving the original item. If you'd like to return or exchange an item, please submit a ticket to our customer support team.
*Please note that we will be unable to cover any shipping fees incurred from this process.
We do not collect or store your credit card details. All payments are handled by either PayPal or your credit card provider, based on your method of payment. Once you reach the final stage of the checkout process, you will be taken directly to PayPal’s secure site. Your credit card details are never accessible to us.
A few reasons a transaction may have failed include:
A problem with the credit card.
· Your online payment gateway settings.
Incorrect card details provided during payment.
Here is a list of actions you could take should the transaction fail:
- Make sure that your debit/credit card details are correct when making a purchase.
- Try using an alternative card or payment method such as PayPal if possible.
- Contact your debit/credit card provider with the error message, they may be able to identify the issue you are having.
*If you are still having transaction problems, please contact us with the details of the error message.
Once you receive a shipping confirmation e-mail, it means that your order has been processed and shipped out. If the tracking does not update, it may be due to one of the following reasons:
- Your order is on its way, but the post office has not yet scanned/processed the package, so its status has not yet been updated on the tracking website. Please allow a few days for your local post office to process your package. You may want to contact your local post office with your tracking number for more details.
- Your order has reached your country and is currently being cleared by customs. Until the package has been inspected and cleared by customs, the tracking system will be unable to provide any further updates. Unfortunately, we cannot tell you how long this process might take, as it depends on your country’s customs process.
A timely notification and valid proof can help us resolve your issue(s) as quickly as possible. If you encounter any of the following problems with your order, please contact within three business days of receiving your order with a detailed description of the issue(s) you are having along with any other relevant information:
- Damaged items in the package.
- Items in the package are not the products you ordered or some items are missing.
- The package is marked as having been signed for on the courier’s website, but you did not receive the package.
FREE SHIPPING
Our goal is to offer you the best shipping options, no matter where you live. We deliver to tens of thousands of customers around the world every day, and we strive to provide you with services of the highest level. The time frame of an order delivery is divided into two parts:
Processing time: 1-5 Days
Shipping time: 14~30 Days
Note: Affected by Covid-19, there will be some delay on the delivery.
Only products purchased directly on our official website can be returned or exchanged.
We support 7 Days no Reason to Return Policy subject to the rules below:
- Unpacking goods are not allowed( keep original packaging) - otherwise, the return requirement may be rejected.
- Contact the forwarder and the relative freight cost isbuyer responsibility.
- The relevant freight will be deducted (no full amount will be returned).
Note: The freight and related handling fees incurred in the return and exchange will be paid by the buyer.
For all warranty and return issues, please contact us by email and hope you kindly inform the all information to us in the email at one time.
The filename format is provided:
For warranty: Email title must follow the form "warranty + order number + purchaser name"
For return: Email title must follow the form "return + order number + purchaser name"
Any questions please contact our customer support team(support@joyroom.com)
Please communicate with us within 7 days after receiving the goods, and arrange the return after reaching an agreement between both parties, then Please kindly inform the express delivery information to us. We will return the relevant value to you within one month after receiving the goods.
Once JOYROOM has shipped out your parcel, it cannot be cancelled.
If you want to cancel the order, please notify us to cancel before shipping, otherwise we cannot cancel the order for you. You can return the goods to us within seven days after receiving the goods. For details, please refer to "Seven Days No Reason To Return Policy" subject to the rules below:
- Unpacking goods are not allowed( keep original packaging) - otherwise, the return requirement may be rejected.
- Contact the forwarder and the relative freight cost isbuyer responsibility.
- The relevant freight will be deducted (no full amount will be returned).
Note: The freight and related handling fees incurred in the return and exchange will be paid by the buyer.
For all warranty and return issues, please contact us by email and hope you kindly inform the all information to us in the email at one time.
The filename format is provided:
For warranty: Email title must follow the form "warranty + order number + purchaser name"
For return: Email title must follow the form "return + order number + purchaser name"
Any questions please contact our customer support team(support@joyroom.com)
Please communicate with us within 7 days after receiving the goods, and arrange the return after reaching an agreement between both parties, then Please kindly inform the express delivery information to us. We will return the relevant value to you within one month after receiving the goods.
Unfortunately, we are unable to honor any promotions for orders placed outside of the promotional time frame as this would be unfair to the rest of our customers. We’re so sorry for any inconvenience, and appreciate your understanding!
When placing an order, the final total you see during checkout is in USD. Once your bank pulls the funds, they will account for the current exchange rate. Your bank may or may not charge additional fees for international transactions. Please reach out to your bank for more information on any additional charges/fees!
Shipping & Delivery
An order number is a unique number attached to every order placed on our website. It acts as a reference number for a specific purchase, which you can use to track your order or in case you need assistance with an order.
If you were signed in when you placed your order, you can find your order number by logging into your account, clicking “My Orders” in your account menu. You can see each order's order number in the top left corner of its details page.
If you were not signed in when you placed your order, you can find your order number in the confirmation email you received after placing the order.
If you have any questions, please submit a ticket to our customer support team(support@joyroom.com).
You will receive an email confirmation with your tracking number once your order has shipped from our warehouse. If you didn't receive this email, check your spam or junk email folder or contact us by email at support@joyroom.com. You can also view tracking numbers once your order has shipped by logging into your customer account.
Please note that the estimated delivery time is an estimate, not a guarantee. While we make every effort to meet the target dates, shipping/delivery may be delayed by a number of factors, such as production issues.
If the delay is significant, we will contact you via email. We will provide you with an updated shipping date and give you the choice of either waiting for or canceling your order.
If you have registered an account with us, you can check the status of an ordered item in the “My Orders” menu.
If you have not registered, you can visit the Order Tracking page or track it here:https://www.17track.net/zh-cnto to get your shipping status.
If you still have questions, you can submit a ticket to our customer support team(support@joyroom.com).
There are three likely reasons for this:
1). Your package has just been shipped but the carrier has not updated the tracking details yet;
2). Your package has been picked up by the carrier but has not been processed yet;
*You can search your email inbox (the one you used to place your order) for an email titled "Shipping update for order #XXXX". In this email you will find the date your order was shipped. If the tracking information has not been updated for more than 3 business days after the shipping date, or if you can’t find the email, you can submit a ticket to our customer support team(support@joyroom.com).
Because this order tracking database contains multiple carriers, some tracking numbers may not automatically have a carrier assigned. You will need to manually select the carrier.
Once you receive a shipping confirmation e-mail, it means that your order has been processed and shipped out. If the tracking does not update, it may be due to one of the following reasons:
a. Your order is on its way, but the post office has not yet scanned/processed the package, so its status has not yet been updated on the tracking website. Please allow a few days for your local post office to process your package. You may want to contact your local post office with your tracking number for more details.
b. Your order has reached your country and is currently being cleared by customs. Until the package has been inspected and cleared by customs, the tracking system will be unable to provide any further updates. Unfortunately, we cannot tell you how long this process might take, as it depends your country’s customs process.
If you made an entry error when confirming the order, contact us immediately so we can update your details before the order is shipped. Once the order is shipped, it will no longer be possible to make these changes.
Importing countries may need to levy import taxes, customs duties, and related customs fees, which are not included in your payment to us. The amount of these fees (if applicable) is determined and determined by the customs authorities of the destination country. For further details on fees, please contact your local customs office directly.