ORDER RELATED
Q: What if I typed the wrong address?
If you typed the wrong address, please write to us at hello@jolze.com as soon as possible. We do our best to speed up processing and shipping times, hence there is a small time gap to change the address of your order. We can only modify your order before handing it over to the shipping company.
If it's too late for our team to make changes, the only thing we can do is wait to see if the package gets returned to us. If it does get returned to our warehouse, we can then ship it to the correct address or provide you with a full refund.
Q: How do I know my order status?
You can track your order on the Order Tracking page. Also, we will keep you updated with emails.
Q: When will you ship my order?
Orders are processed and handed over to the shipping company within 1-2 business days of your purchase date.
Priority shipping option orders get processed with the next order shipment.
Please note shipping can be slightly slower during the holidays and peak sales season.
Q: How can I cancel/change my order?
To cancel your order, please send us an email to hello@jolze.com as soon as possible. We can only cancel/change orders that haven’t gone to processing yet. We do our best to speed up processing and shipping times, hence there is a small time gap to modify your order.
If your order has received a tracking number, then we are unable to cancel or change it. The only thing we can do is wait to see if the package gets returned to us and then we can provide you with a change or full refund.
Q: How do I get a refund?
To get a refund, kindly initiate the return procedure. To start a return procedure, please contact us at hello@jolze.com with your order number and reason for a refund.
For a return, your item must be in the same condition that you received it, and in its original packaging. You’ll also need the receipt or proof of purchase.
Please note to return the item, you are responsible for return shipping and may ship back the item using the courier of your choice. We will provide you with our return address. Due to our return policy, any items returned to us without a prior request for a return, will not be accepted.
We will issue an email confirmation once the refund has been approved and processed. Please note that the total refund amount does not include the shipping fee.
Please be advised refunds can be only sent back to the original source of payment and refunds appear slower to credit cards than to PayPal. Refunds from PayPal should show up on your account on the same day.
Credit card refunds can take as long as 2 weeks to process as these payments go through our credit card payment gateway BlueSnap.
You can always contact us for any return questions at hello@jolze.com.
DELIVERY RELATED
Q: How long is the delivery time?
Order processing takes 1-2 business days before shipment.
Once item/s is dispatched, the estimated delivery time is 3-10 business days. Final delivery is done by the USPS.
Our 30-day delivery guarantee protects you in case the package is lost in the mail.
Q: Which countries do you ship to?
We currently only ship within the mainland of the United States.
Q: How do I accept the delivery?
Some orders are delivered by the door and some are kept at your local post office. This decision is done by the USPS and is beyond our control.
We will email you when your order is out for delivery, has arrived, or is ready to be picked up from the post office.
Q: What if my package is broken?
Any unit that arrives with visible damage or does not work, will be replaced for free. Please send us an email with a picture or video of the damage to hello@jolze.com and we will replace your item.
PAYMENT RELATED
Q: How can I pay for my order?
Payment may be made at checkout. We accept PayPal and card payments, most credit and debit cards can be used.
Q: Which cards do you accept?
We accept Visa, Mastercard, American Express, Discover, Diners Club and JCB.
Q: How can I pay with a debit card?
Choose PayPal: Debit or Credit Card payment option in the checkout. You can enter your debit card details there and you won’t need an actual PayPal account.
Q: Which currency do you accept?
We currently only operate within the United States and process payments in USD.
You may choose to pay in any currency, but kindly note that it will be converted to USD at the prevailing exchange rate set by either your bank or PayPal.
