Q: How long does shipping take?
A: We will get items shipped out as quickly as possible but we cannot guarantee shipping times. Shipping generally takes 5-10 business days. Orders will be processed within 1-4 business days. You will receive a confirmation email with updated tracking information once completed. Standard shipping in the US is free for orders $150+. Read more about our shipping policy here.
Q: How do I track my order?
A: You will receive an email from us with your shipping confirmation, within that you will be given a tracking number. Please allow 48 hours for the tracking information to become available. If you have deleted that email please feel free to email us and we can resend it. Once the package has left our office it is out of our control and is now in the hands of the shipping provider.
Q: I received a damaged item, what should I do?
A: We are so sorry you have received a damaged item. Please let us know within 7 days of receiving your item. If you contact us after 7 days of receiving your item, we cannot accept damaged items. If you are within the 7 days, please take a photo of the damaged area and email it to us at email@example.com.
Q: Do you accept returns?
A: Yes, we do accept returns if it follows our return policy. Which is you have 7 days from the time you received your package to request a return. For an exchange you have 14 days to request. Please read it the return policy here.
Q: How do I submit a return?
A: Please use our returns center here.
Q: Lost or Stolen Packages
A: Joce By Design is not responsible for lost or stolen packages. We do offer Route Protection and Tracking that you can purchase at checkout. When purchasing Route they offer insurance on lost, damaged, or stolen packages while enroute. If you do not purchase Route please contact your local post office with questions regarding shipment tracking and the steps to file a claim.
Q: Do you ship outside the US?
A: We currently only ship to the United States of America. We hope to expand in the future.
Q: How can I get my confirmation email if I accidentally deleted it or never received one?
A: Always be sure to check your junk, spam, or promotions folder. If you cannot find it there, feel free to reach out to us with your order number and we can resend it.
Q: Can I cancel my order?
A: Please reach out to us as quickly as possible if you are wanting to cancel your order. If it has already been processed it cannot be canceled. Orders are typically processed within 24-48 hours after ordering (excluding weekends and holidays).
Q: The item I want is sold out. Will you be getting the item back in stock?
A: We cannot always guarantee the item will be back in stock. The best way to know if the item you want comes back in stock is to use the “Get Notified When We Restock” option. You will then receive an email from us once the item is restocked.
Q: I sent an email to you over the weekend and haven't gotten a response yet.
A: Our working business hours are Monday through Thursday 9 am - 5 pm MST and Fridays 9am - 2pm MST. Our online shop is open 24/7. Feel free to still reach out to us over the weekend, we will get back to you during business hours. We do not work on any major United States holidays.
Q: My question wasn't answered here.
A: Please reach out to us at firstname.lastname@example.org with any questions you may have. We are more than happy to help you!