FAQs

SHIPPING

SHIPPING METHOD

HOW DO YOU SHIP AND WHAT IS THE PRICING?

Shipping cost depends on your exact location and shipping method.

WHERE DO YOU SHIP?

We provide international shipping. However, due to some postal limitations, we can’t deliver shipments to military areas and some small countries.

HOW DO YOU SHIP?

We ship orders overseas via mail service. After finishing processing your order, we will hand it over to the shipping company, and it will be completely handled by them.

Once the package arrives in your country, it will be handled by your local postal service. Please kindly contact your local post office once it arrives in your country.

SHIPPING TIME

HOW LONG WILL MY ORDER TAKE TO BE DELIVERED?

Shipping to USA, Canada:

  • Order processing: 2–3 days

  • Standard Shipping: 10–20 days

  • Note: Items will reach you within 25 days for Standard Shipping

Shipping Worldwide:

  • Order processing: 2–3 days

  • Standard Shipping: 15–30 days

  • Note: Items will reach you within 35 days for Standard Shipping

ORDER TRACKING

HOW CAN I TRACK MY ORDER?

We will send the tracking code to the email address you provided when placing your order. This email will also guide you on how to track your package.
Please note that tracking information will be displayed 2–5 days after you receive the email.

WHEN WILL MY TRACKING INFORMATION APPEAR?

You should see tracking events within 48–72 hours after receiving the tracking number/ID. This delay occurs because the first tracking event usually appears only after the shipment has been handed over.

WHY CAN’T I TRACK MY ORDER?

Tracking information may take 2–5 days to be updated.
Sometimes it may take a few minutes for the carrier system to load information. If no information appears, please try tracking again later.

WHY IS MY SHIPMENT STATUS UNCHANGED?

Your shipment may be delayed due to weather conditions, customs clearance, or carrier backlogs. Tracking information will update once your order is in transit.

WHY DO I HAVE TO PAY AN EXTRA FEE TO THE SHIPPING COMPANY?

Once your order is ready, it is fully handled by the shipping company. Depending on the carrier’s policy or customs procedures, you may be charged an extra fee for final delivery or import tax, especially if your address is in a remote area.

In such cases, please pay the required fee to receive your order.
We usually declare shipments as gifts below order value, so you generally do not need to worry about this.

PAYMENT

PAYMENT METHOD

HOW CAN I PAY FOR MY ORDER?

We offer safe shopping and accept payments via PayPal, Credit Card, Debit Card, or VISA.
All products are listed in US Dollars (USD). Our system will automatically convert your currency at checkout.

WHICH CURRENCY ARE YOU USING?

All products are set in US Dollars, but the system will automatically convert the currency for your convenience.

ORDER

PLACE ORDER

HOW TO PLACE AN ORDER?

Choose the product you love, click “Add to Cart”, then “Proceed to Checkout”, fill in your information, and complete payment. That’s it—very easy!

HOW CAN I MODIFY MY ORDER?

If you want to change anything in your order, please contact us via email at support@joyfultwig.com within 24 hours after placing your order.

POST–PURCHASE

DEFECTIVE / DAMAGED ITEMS

WHAT IF I RECEIVED A DEFECTIVE OR DAMAGED ITEM?

We always strive to deliver the best quality products. However, issues may occur due to shipping or other factors.
Please click here to view our Return Policy.

WHAT IF I CHOSE THE WRONG SIZE?

We provide a sizing chart in each product description. Please follow it carefully.
If you selected the wrong size, contact us within 24 hours after placing the order so we can assist you.

Please note: We do not offer returns or refunds for incorrect size selection, so please double-check before ordering.

WHAT IF MY TRACKING STATUS SHOWS “RETURNED TO SENDER”?

Step 1: Contact your nearest post office with your ID or tracking number to check the status.
Step 2: If you cannot obtain information, email our customer service at support@joyfultwig.com and provide your shipping address again.
Step 3: If the address matches our system, we will offer either a replacement or a 50% refund (these are the final solutions).

If the address does not match, it is likely due to an incorrect address provided. In this case, you will need to pay an additional fee for a replacement shipment. This will be the only available option.

SHIPPING PROBLEMS

WHAT SHOULD I DO IF I PROVIDED A WRONG SHIPPING ADDRESS?

If you entered an incorrect shipping address, please email support@joyfultwig.com immediately with the correct address. We will check if it can be updated.

If the order has already been shipped, unfortunately, we cannot change the address or resend the package free of charge.

TRACKING SHOWS “RETURNED TO SENDER”, WHAT SHOULD I DO?

There are two common reasons for this status:

  • Incorrect or insufficient shipping address

  • Recipient was unavailable at the time of delivery

If the address provided was incorrect, we cannot take responsibility, as the shipment was sent according to the information you provided.

Otherwise, we are willing to send a replacement. If the second shipment also fails to reach you, we regret to inform you that we will not be able to assist further.