FAQ's & Shipping Policy
1- How long is shipping time?
We ship within 3-4 days of receiving your order. Please allow 5 to 10 business days for Free Tracked Shipping for delivery to the United States, Canada, Australia and the United Kingdom. In most cases, you will receive your item(s) earlier than expected and sometimes it will depend on the destination such as Alaska and Hawaii.
Free Shipping Offered
Due to high demand of some of our most popular products and postal carrier delays due to COVID-19, please allow 2 weeks for delivery of some products in European countries. If your order hasn’t arrived in the estimated delivery times, please contact our support team at: firstname.lastname@example.org so that we can look into your tracking to see if the shipment may potentially be lost and review the next steps to make sure you have a pleasant experience.
Estimated delivery times do not include weekends, statutory holidays, customs/postal delays, or our order processing time.
*Certain states like Alaska and Hawaii are experiencing longer shipping time than usual, approximately 5-6 weeks*
2- What's your return policy?
Our return policy is valid for 30 days.To be eligible for a return, your item must be unused. It must also be in the original packaging.
All our products undergo comprehensive quality control and are checked for damage before they are sent to customers. Should you receive an item that is not up to your standards, please contact us at: email@example.com
We'll immediately send you the appropriate return instructions.
To initiate a return, please email us at: firstname.lastname@example.org
and provide: order number, full name, address and postcode
All items must be returned in the same conditions as sent. Please state that the parcel is a 'returned item'. In the case that the damage was caused by inappropriate use of treatment of the product, no refund is provided. This also applies to damage caused by wear and tear. Upon receipt of the returned item(s) we will send back the correct item(s) to you. The shipping cost of sending incorrect / faulty & damaged item(s) will be fully refunded. Shipping, taxes and duties' costs on replacing faulty or damaged item(s) will not be charged to you after the initial delivery. ZJCuties reserves the right to refuse returns that are sent without proof of purchase and proof of postage.
3- Can I amend or cancel my order?
We offer immediate order cancellations up to a limit of 24 hours after purchasing - so if you change your mind within that time - send us a message and we'll cancel and refund you in full as soon as we get your request.
Once an order is processed, we are unable to change any details surrounding the purchase, such as the shipping address, payment information and order details. Please ensure all of your information is correct before placing an order. If you made an error, please email us as soon as possible at: email@example.com and we will do our best to make the change if the order has not yet been processed
4- What happens if I receive the wrong order?
If there is an issue with your order – if it’s the wrong size, wrong color, defective or otherwise not exactly what you wanted, then simply notify us, and we will give you a refund.
5- Do you offer exchanges?
We do not offer exchanges. However, if for any reason you didn’t get the exact product you expected, just let us know and we’ll get you a new one.
6- Lost or Stolen Packages
Please make sure to send your packages to a secure address. Once your package is in the hands of a shipping carrier (USPS, FedEx, etc), it becomes the responsibility of the shipping carrier. If your package is lost or stolen in the delivery process or once it is delivered, please file a report with your shipping carrier and notify us by emailing: firstname.lastname@example.org We'll review all cases and will do our best to send out a replacement order or issue a store credit if possible.
If your tracking number says that your package has been delivered but you haven't received anything, we suggest doing the following:
- Verify the shipping address on your order that it's correct
- Look for an attempted delivery notice slip
- Double check your area in case it's stored in a hidden area
- Check to see if your neighbors or someone in your residence accepted it
- Allow an extra 1-2 days - in rare instances, orders have been marked as delivered before actually arriving
ZJCuties is not responsible for lost or stolen packages, but we'll try our best to help you recover and track down your package. In cases where your package was not delivered because of an incorrect address, additional shipping fees will apply to reship your package. If your package is still nowhere to be found, please contact us at email@example.com