FAQ


Q: WHERE DO YOU SHIP TO?

A: We operate globally and ship worldwide to all major destinations.

Q: WHY ISN'T MY TRACKING NUMBER WORKING?

A: Tracking information is usually available within 5-10 days of shipment.

Q: HOW LONG WILL MY ORDER TAKE TO ARRIVE?

A: All orders are processed and shipped usually within 2-3 days. Due to extremely high demand please allow 10-14 business days for orders to the United States and 20-30 business days for international orders, sometimes longer depending on your order.

Q: IS YOUR WEBSITE SECURE WITH MY PERSONAL INFORMATION?

A: Absolutely. We use SSL security to ensure all your personal information is encrypted. We do not store any of your credit card information and it will only be used for the purchasing of your product. Then that information will be purged.

Q: DO YOU OFFER REFUNDS?

A: We can usually offer a full refund on your order if there is any kind of issue. Simply visit our Returns page for complete details.

Q: WHAT DO I DO IF MY QUESTION IS NOT ANSWERED HERE?

A: If you have any other questions that are not addressed here. Please contact us and we will get back to you as soon as possible!

Q: What are the payment options available?

A: We accept all major credit and debit cards through the Stripe powered Shopify Payment system. We also accept PayPal payments as well. If your card was declined then please do not worry, simply contact us and we will advise you. 

Q: WHERE IS MY ORDER? HOW CAN I CHECK THE STATUS?

A: Checking the order status is easy. Simply input your tracking number into the package locator on usps.com for customers in Canada, please reference canadapost.ca. For all other countries please check with your local postal services and feel free to email us with any additional tracking questions.

Q: I lost my tracking number. I did not receive the tracking number. How can I get it? 

A: Kindly search for email(s) from "JOLIGEMS", look for order receipt and the order number. Then simply follow the tracking steps stated above.

Q: WHEN WILL MY ORDER ARRIVE?

A: 

Products are generally shipped from our international warehouses. We cut out the middle man so we can pass the best price on to you. Therefore orders could take anywhere from 7 to 21 business days for the items to reach you, though we've been seeing much quicker shipping times recently. Shipping time is typically dependent on how long customs takes, which can vary from country to country. 

We offer a Money Back Guarantee if your item is not with you after 30 working days from dispatch. 

Q: HAS MY ORDER BEEN DISPATCHED YET?

A: Orders are generally dispatched within 2-5 working days, sometimes sooner. You will receive a dispatched email when your order has been dispatched, please check your SPAM/Junk box just in case it slips in there. If you cannot find your dispatch email or think you may have deleted it, contact us on CONTACT.JOLIGEMS@GMAIL.COM and we can give you real time information on whether your order has been dispatched or not. 

Q: WHERE DO YOUR ITEMS COME FROM?

A: We are all about bringing you unique and specialty items that you won't find anywhere else. So we source items from all over the world. while some of our items do come from right here in the US, there are many items that are simply not available stateside. To keep a diverse group of products you will love, we go far and wide to find the best manufacturers designing the coolest stuff.

Q: MY ITEM ARRIVED BROKEN OR DAMAGED WHAT CAN I DO?

A: If your product is damaged then please take photos and send them to us on CONTACT.JOLIGEMS@GMAIL.COM We will then ask if you would like a refund or another sent. We are not responsible for any damages to boxes, cases or other packaging. This is the carriers responsibility to handle them with care, we have no control over this.

Q: I ORDER 2 OR MORE ITEMS, WHY DID I ONLY RECEIVE ONE?

A: When you order multiple items at a time they might be shipped separately as products are shipped from different warehouses. You may receive one item before the next. So don't panic if you don't receive all of your items at once... they will get to you! 

Q: I NEED TO CANCEL OR CHANGE MY ORDER HOW DO I DO THIS?

A: We always try our best to cancel your order, however if your order has already been shipped then we cannot cancel your order. If you would like to change your order then please do contact us ASAP.  We will try our best to accommodate any changes providing your order hasn't already been shipped. If your order has been shipped then we will not be able to change the order and the sale is considered final. 

Q: MY ORDER IS STILL NOT HERE PLEASE HELP?

A: If you order has taken longer than 20 working days from dispatch then please contact us and we will look into it for you. We offer a Money Back Guarantee or will have your order resent.  

Q: I PUT THE WRONG ADDRESS FOR MY ORDER, CAN I CHANGE IT?

A: If you have put in the incorrect delivery address on your order then please contact as ASAP. If your order hasn't been shipped then we can update your delivery address no problem. If the order has been shipped then unfortunately there is nothing we can do. it would be up to the customer to contact their local post office and try to make arrangements to collect the package. if the item is returned to sender- please notify us and we will issue a refund if and only if package is successfully recovered.

Q: WHY DID I NOT RECEIVE A CONFIRMATION EMAIL AFTER PLACING THE ORDER?

A: There's a good chance that our email has ended up in your SPAM/JUNK folder so please do check there. If you would still cannot find it and would like it resent then please do let us know.

Q: DO YOU HAVE A STORE LOCALLY IN MY COUNTRY?

A: We are an online only business. That’s one of the reasons we are able to sell our item so much cheaper than your local store. 

Q: I DON'T HAVE A TRACKING NUMBER, WHEN WILL I GET IT?

A: When your receive your dispatched email it will be in there most of the time, if not you can email us on CONTACT.JOLIGEMS@GMAIL.COM for a update on your tracking.

Q: IS ORDERING ONLINE SECURE?

A: Yes. We take the utmost care with the information that you provide us when placing an order through our online store (or through any other means). The server that hosts our bookstore encrypts the transmission of all credit card and personal customer information using the Internet-standard SSL (Secure Sockets Layer) protocol.

Q: WHAT ARE YOUR SHIPPING COSTS AND DO YOU PROVIDE INTERNATIONAL SHIPPING?

A: YES - We Ship WORLDWIDE FOR FREE. Where ever you are in the world we will get your order to you! In the event that you have taken part in a limited time promo deal that is "FREE Plus Shipping" you will be assessed a charge of $9.95 for domestic orders and 12.99 for international orders. Our shipping costs are the lowest around. Shipping Rate is Calculated at Checkout.