FAQ

FAQ – Frequently Asked Questions

Welcome to our Help Center. Here you’ll find answers to the most common questions from our customers. If you still need assistance, our support team is happy to help.

🛍 About Orders

Q1: How long does it take to process my order?
A: Orders are typically processed within 1–3 business days after payment is received. We do not ship on weekends or public holidays. Orders placed on Friday evenings or holidays will be processed on the next business day.

Q2: Can I change or cancel my order after placing it?
A: If your order hasn’t entered the packaging stage, we may still be able to modify or cancel it. Please contact us as soon as possible at jonesmarkounbn2659@gmail.com with your order number.

Q3: What payment methods do you accept?
A: We accept the following payment options:

  • Credit/Debit Cards (Visa, MasterCard, American Express, Discover)

  • PayPal

  • Apple Pay / Google Pay

  • Shop Pay (installment options available for eligible orders)

Q4: I didn’t receive a confirmation email. What should I do?
A: Please check your spam or promotions folder and ensure your email address was entered correctly. If you still can’t find it, contact us—we’ll be glad to resend your confirmation.

🚚 Shipping & Delivery

Q5: Do you ship internationally?
A: Yes! We currently ship to:

  • All U.S. states (including Hawaii and Alaska)

  • Canada, Australia, the UK, and select EU countries
    To confirm availability for your location, please enter your ZIP or postal code at checkout or contact us directly.

Q6: How long does shipping take?
A:

  • Standard U.S. Shipping: 3–7 business days

  • Expedited U.S. Shipping: 1–3 business days

  • International Shipping: 7–21 business days (varies by destination and customs)

Q7: How do I track my order?
A: Once your order ships, you’ll receive an email with your tracking number and a link to track your package. You can also log into your account to view your order status.

Q8: My package says “Delivered,” but I haven’t received it.
A: Please check the following before contacting us:

  • Was it accepted by a neighbor, front desk, or building manager?

  • Could it have been left at your doorstep, mailbox, or parcel locker?
    If you still can’t locate it, please contact us immediately. We’ll assist you in investigating with the shipping carrier.

🔁 Returns & Refunds

Q9: What is your return policy?
A: We accept returns within 30 days of delivery. Items must be unused, in their original packaging, and in resaleable condition. Please review our detailed Return Policy for more information.

Q10: What items are non-returnable?
A: The following items are not eligible for return:

  • Used or damaged products

  • Personalized or custom-made items

  • Final sale or clearance items

  • Opened beauty or hygiene products (for safety reasons)

Q11: Do I have to pay for return shipping?
A:

  • If your return is due to a defect or our error, we’ll cover the shipping cost.

  • If returning for personal reasons (e.g., wrong size, change of mind), the buyer is responsible for return shipping.

Q12: When will I receive my refund?
A: Once your return is received and inspected, your refund will be processed within 5–10 business days to your original payment method.

🛡 Product Quality & After-Sales

Q13: What should I do if my item arrives damaged or defective?
A: Please take clear photos and email us at jonesmarkounbn2659@gmail.com within 72 hours of delivery. We’ll respond within 24 hours and arrange a replacement or refund.

Q14: Do your products come with a warranty?
A: Apparel and beauty products are not covered under warranty. For electronics or specialized items, please refer to the product description or contact our support team for details.

🧾 Other Questions

Q15: Do you accept discount codes?
A: Yes! Enter your valid promo code at checkout under “Discount Code.” Please note that some promotions cannot be combined.

Q16: Can I send an order as a gift?
A: Absolutely! Mark your purchase as a gift at checkout. We’ll remove price tags and, where applicable, include simple gift-ready packaging.

Q17: How can I contact you?
A:
📧 Email: jonesmarkounbn2659@gmail.com
📍 Address: 1023 W Rd, Morrisville NY 13408, United States
We typically respond within 24 hours.