CANCELLATION & RETURN
Customer care
We take product quality extremely seriously. Every doll is thoroughly inspected before leaving our factory. Upon initial receipt of the doll, if there appears to be a defect or damage, please contact us immediately by sending pictures or video to our customer service representative Rica([email protected]) and we will find the best solution for you ASAP.
Customer Service Time
Business days: 24 hours response
Weekends and holidays: 48 hours response
Order cancellation
Customers have the right to cancel order before shipping without giving any reason.
To exercise the right to cancel, customers must inform our customer service representative Rica([email protected])of the decision to cancel this contract by a clear statement.
Please note that once the package is shipped from our warehouse (i.e., we send you the tracking number), the order can not be cancelled.
Products return
As long as your Joyotoy products are unopened and unused, you can return them within 14 days 100% guaranteed.
The refund period will expire after 14 days from the day on which customers acquire, or a third party other than the carrier and indicated by customers acquires, physical possession of the products.
If customers want to return the products to us, customers shall send back the products to our warehouse in the same condition in which it was received. There is no right of return when the packaging are no longer in their original, complete, undamaged and unused state. (Please note that for hygiene reasons, we will not accept the return of the product once the plastic bag has been opened, unless the product is found to be defective or broken when it is unpacked)
Please note that an item is not deemed defective just because you do not like it after you receive it or use it. Due to the nature of the products and their usage, we can not offer a refund in these situations.
*Return processing time: 3-5 business days
*Cost of return：Customers will have to bear the direct cost of returning the items. We may hold a refund until we receive the returned products.
*Return address: CA, 91006, United States.
Please note that customer must confirm the return process with our customer service representative Rica ([email protected]) before returning the package. Packages that are returned without confirmation from our customer service representative will not be refunded.
Please contact us within 90 days after delivery so that we can replace a defective/incorrect item. After 90 days, we will not replace nor refund defective/incorrect items.
Order/product refund
1.If the customer cancels the order before shipment, we will make a full refund for all payments received from customers, without undue delay.
2.We will arrange a refund for the customer after receiving the returned products and completing the product inspection.(Please note that we will deduct 15% of the order amount as the product replenishment fee)
3.If there appears to be a defect or damage of the product after receiving the product, please contact us immediately by sending pictures or video to our customer service representative Rica([email protected]) and we will arrange the re-shipment or a full refund of the product for you.
*Refund processing time: 1-3 business days
Refunds are returned via the original payment method.
For example, if you paid by credit card, the amount will be returned directly to that card. The same applies to all other payment methods.
Please note: Credit cards charge a transaction fee for every purchase. You will have to contact your credit card company to obtain a refund for the transaction fee. For return or refund, please contact us by email.
Customer satisfaction is the first goal of our service.