Last updated: October 31, 2022
Frequently Asked Questions
Where are returns sent?
The return address is based on where your package was fulfilled. The return address we conveniently printed on your package slip that came with your product. This return address is ONLY to be used for product returns. All other types of correspondence (notices, letters, etc.) is to be sent to firstname.lastname@example.org. Once a return package reaches our facility, we’ll notify you via email. Based on the reason for the return, we’ll decide what the next steps should be. Check out our return policy for more info.
What if an order gets lost in the mail?
For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. But no worries! We’ll cover the costs of reprinting and shipping a replacement order for you. Please make sure that your shipping address was correct. It would also be good that you double-check with the shipping carrier to try locating the lost order. If the tracking information states that an order was delivered but you haven’t received it, we won’t take responsibility and reship that order. Then any replacements would have to be at your expense. You can check out our return policy for details about reshipments.
My order shows it is being returned to sender, what now?
There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by you the customer. You will receive notice once the order arrives back to our facility. We will contact you to determine how you would like to proceed and we might need an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by yourself, or had an incorrect address originally provided.
What if the product is damaged in the mail?
If something arrives damaged, send a photo of the damaged goods to email@example.com, then we’ll gladly send a replacement at no cost to you.
How are returns handled differently when comparing quality concerns or customers changing their minds?
Any returns or problems that occur because of an error on our part will be handled at our expense. If you the customer would like to exchange or return a product without any defect or due to a wrong size being ordered, it would be handled at your expense by placing a new order.
How long do I have to submit a claim for a return/exchange?
Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product is received. For packages lost in transit, all claims must be submitted no more than 30 days after the estimated delivery date.
What if the shipping address was wrong?
You the customer must ensure that the correct shipping details is supplied. If the product gets returned to us, we will contact you to get the correct address. And you will be liable for the new shipping costs.
What happens if a package wasn’t delivered, but the tracking states that it was?
If the package was marked as delivered by the carrier, but you the customer reports that you have yet to receive it, Joyful Art won’t cover the cost of reshipping or refunding the order. There may be cases where the delivery was made, but the package was left in an unexpected location at your address. You should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch.” If you are unable to locate the package, you will need to place a new manual order to have it reshipped. We’re not yet able to assist with filing claims with shipping carriers but hope to do so in the future!