Frequently Asked Questions
About Order
How do I place an order?
Through our website, you can select the items you want to purchase, add them to your shopping cart, and then follow the prompts to complete the checkout process.
How do I know if my order was successful?
After the purchase is successful, an email containing the purchase information will be sent to your email. If you have a registered account, there will be an order record in your account. If you do not have a registered account, there will only be an email record.
Why didn't I receive anything regarding my order?
There are two situations. The first is that you did not fill in the email address when submitting the order. Any information about the order needs to be sent by email. The second is that the email was sent successfully, but it was filtered or considered as spam. Please check it. If not, please contact us.
Can an order be cancelled or modified?
Yes, but we recommend that you inform us within two days of placing your order (the sooner the better).
About Cancellation: If you contact us after our product has been produced, then we will charge a cancellation fee of 50% based on the order. Because the products are unique, we will not resell them and will destroy them to protect the rights of other customers.If the product is produced and leaves our store and is handed over to the courier service company, then you cannot cancel the order.
About Modification: If your product has already been produced, we will not be able to change it for you.If not, we recommend that you cancel the order and place a new one.
How can I check and track my order status?
You can check your order history and current order status by logging into your account on our website or by following the link in your order confirmation email.Copy the URL to enter the website and fill in the logistics order number for tracking：https://www.17track.net/en
Do you accept returns or refunds?
Due to the nature of the product, We do not accept returns or refunds. Reasons include but are not limited to:
• Product problems due to improper use.
• Package stolen/package maliciously damaged.
• Wrong size/hardness/model/color ordered after receipt.
• Did not like it after receiving it and no longer want it.
• Found it unsuitable after receiving it.
Please see our Return Policy for more details.
About Payment
What payment methods do we offer?
We support multiple payment methods, including credit card, debit card, PayPal, etc. Please check the available payment options during checkout.
How to choose a payment method?
During checkout, you can choose from a variety of payment methods, including credit cards, debit cards, and e-wallets. Please choose the appropriate payment method based on your needs.
Payment information safe?
We use advanced SSL encryption technology to protect your payment information and ensure the security of your personal and payment information data.
What should I do if my payment fails?
If your payment was declined, please check that your payment information is correct or try another payment method. If the problem persists, please contact customer support.
How long does it take to receive confirmation after payment?
Normally, you will receive a confirmation email immediately after completing the payment. If not, please check your spam folder.
About Shipping
Do you ship worldwide?
Yes, we ship worldwide (excluding Argentina, Arabia, Iceland) If you are unsure if the region is supported please contact us.
Can I change my delivery address?
Yes, but we recommend that you notify us within two days of placing your order (the sooner the better).
If your order has not been shipped, we can change the delivery address for you directly.
If your order has been shipped, we recommend that you contact the post office to change the delivery address after the package arrives at the destination post office.
Is your packaging discreet?
Yes, our package is a brown box without any words and pictures on it.
What is your shipping time?
After placing an order, we need 1-3 days for production. Orders are usually delivered within 7-20 days after shipment. Delivery time may vary due to weather factors or other factors.
Standard：within 20 days
UPS Saver：within 15 days
DHL Express - Expedited：within 10 days
I tracked my order but the status hasn't changed in several days?
Since the goods will be organized and delivered by the courier after arriving at the express company, the status updates may be delayed. If there is still no change after three days, please contact us.
What should I do if my package is lost or damaged?
If your package is lost or damaged, you can contact us and the logistics company and provide the relevant waybill information. Most companies will have a claims process and you may need to provide photos of the damage and proof of purchase.
Others
How do I use a discount code?
You can enter the discount code into the discount code input box on the shopping cart page or checkout page to apply to your order.
Why can't my discount code be used?
Our store sometimes has some shopping activities or discount promotions. Due to platform rules, these discounted products or promotional offers cannot enjoy discounts at the same time, and discounts cannot be used in combination. If you encounter other problems, please contact us for support.
Do you have an affiliate program?
We do, please see our affiliate program page for more details.
How to become a member of Juliet Toys?
Please check out our Member Benefits page or contact us.