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Fulfillment/Shipping Policy

Shipping Times 

The average shipping times from the time we at The Joy Collective process your order with our vendor is between 14-21 days. 

  • These shipping times are estimates, not guarantees, and do not include the production time to customize products.

  • These estimates exclude local holidays, occasional unavoidable events, and incorrect information (such as when customers provide the wrong address or contact information). 

  • Each order has a tracking number that enables the monitoring of packages.

  • What kind of shipment will you use for my order?

  • Items can be dispatched from America or China.

  • Most small orders are fulfilled from America while with larger ones we recommend China as it is usually less expensive.

  • Items dispatched from America primarily use air freight.

  • Items dispatched from China can either be sent using air freight or sea freight, depending on your preference.

  • Air freight is usually faster but more expensive, while sea freight is often slower but cheaper.

What if I entered the wrong phone number when ordering?

  • If you provided the wrong number, the package may fail to be delivered.

  • Please get in touch with us as soon as possible if the parcel has not been shipped so our vendor can change the details: wearethejoycollective@gmail.com.

  • In cases where the customer has provided the wrong phone number, The Joy Collective is not responsible for the cost of reshipping or refunding the order.

International Orders

  • With international orders, our vendor will email you to confirm the correct phone number before shipping. 

  • Orders will be held in our vendors warehouse for up to 90 days from the day of purchase if the phone number is not confirmed. 

  • After this holding period, our vendor will dispose of the products and have no liability or responsibility for them.

What if I have yet to receive my package after 20 days?

The following are the three main reasons packages are not delivered:

  • Missed calls from the courier;

  • Incorrect contact number provided at purchase;

  • Incorrect shipping address provided at purchase. 

If the delivery failed for any of these reasons, please contact us at wearethejoycollective@gmail.com with:

  • the correct contact number/address;

  • the available times for re-delivery.

Delays might also occur due to events outside of our control, such as:

  • Flight cancellations;

  • National holidays;

  • Striking workers.

What if my package is lost or damaged?

  • Send photos of the damage to The Joy Collective at wearethejoycollective@gmail.com within 5 days of receiving the package.

  • If the freight company loses your package, we will arrange re-shipping as soon as possible.

What if the recipient's address was wrong?

  • If the order is yet to be shipped, please contact wearethejoycollective@gmal.com so that we can modify the address. 

  • If the address has changed, the customer will need to bear any possible shipping price difference.

  • If the order has been shipped, the address cannot be modified.

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