Joy With Jo Shipping Policy

IMPORTANT NOTE: Processing and Delivery Times

Processing Time

The processing time is the time taken to dispatch your order. Processing time includes the time taken to pick, check, pack and dispatch your order. Every order is checked to ensure we’ve got the correct size, colour and quantity for you and the item(s) are in good condition. Orders will usually ship within 1-3 business days. During the holiday season, our processing time may take longer and will be updated accordingly on our website. Selecting Express Shipping does not shorten our processing time but only speeds up the delivery time.

Delivery Time

The delivery time is the time taken for your order to travel to you once it has been shipped. Delivery time will vary depending on the delivery method you’ve chosen. Please note that delivery times are only an estimate as we have no control over the shipping carriers and/or clearance process (for international orders).

Custom Made or Pre Order Items

Custom made or pre order items usually ship within 14 days or under. We will let you know on our product page if a product is a custom made or pre order item and the estimated processing time.

Domestic Shipping Within Australia

Enjoy free standard shipping within Australia on all orders over $60 AUD.

Orders below $60 AUD will ship at a flat shipping fee of $9.90 AUD for standard shipping or $12.90 AUD for express shipping. We will ship your package with Australia Post.

Delivery may take anywhere from 2-6 business days to arrive, after the order has been dispatched.

International Shipping

Enjoy free standard international shipping on all orders over $120 AUD.

Orders below $120 AUD will ship at a flat shipping fee based on the destination country:-

  • New Zealand: $12.90 AUD
  • USA and Canada: $18.90 AUD
  • UK and Ireland: $23.90 AUD
  • Rest of the world: $25.90 AUD

We may ship your package with Australia Post or another reliable shipping carrier of our choice, depending on your location and the size and weight of your package. All packages will ship with a tracking number, thus ensuring it is trackable as soon as it has been dispatched.

Delivery timeframes will vary depending on your location. As a guideline, here are the estimated delivery times to the following countries/zones:

  • New Zealand: within 4-7 working days
  • North America, Western Europe, Asia and the Pacific: within 6-13 working days
  • Rest of the world: within 10-15 working days

International Urgent and Rush Orders

If you need your order urgently, please contact our Customer Service Team at hello(at)joywithjo.com.

Please let us know the item(s) you are interested in (by providing the URL or link of the item), and the colour and size you need. In order for us to provide faster and more effective assistance, please also provide your delivery address (or at the very least, a postcode and country of destination) so that we can find you the fastest (and most economical) express courier service options. Express courier service via DHL Express will require at least 2-5 days for shipping.

Our courier service rates are not available during checkout as these fees are subject to change (due to fuel rates). Your item may also be subject to volumetric weight charges. So even though your item(s) may not be heavy, but it is bulky or takes up space, your parcel may be assessed by its volumetric weight. These charges are determined by the carriers, and is out of our control. We will send you an invoice for the courier service fees once your order has been packed and weighed to ensure you don’t overpay or underpay. Please refer to a sample DHL volumetric weight calculator here.

Important Notes about Shipping

Due to circumstances beyond our control, the above delivery times cannot be guaranteed, and should be used as a guideline only. There may be delays during the holiday season or customs clearance (for international orders). Please kindly take this into consideration if you need your item(s) by a certain date.

Please note that we charge a flat shipping fee per order, depending on the location the parcel is being shipped to.

Please note that some countries may impose tariffs on items shipped abroad. The customer is responsible for any country specific tariffs and duties added by their respective government.

All available shipping options are displayed during checkout, including free shipping if your order qualifies. No coupon code is required.

Refused / Returned Packages

Orders that are refused / returned will be charged the original shipping plus return shipping to us. Orders shipped via Australia Post, EMS, DHL, Fedex, TNT, UPS and etc. are subject to the ‘Terms and Conditions of Service’ specified by the logistics companies.

After your order is dispatched from our centre and handed over to the shipping carrier, it is your responsibility to make sure that arrangements have been made for a successful delivery. We provide every customer with a tracking link for their package which enables you to track the status of your package.

If you are unavailable to receive the package (on vacation, for example), please arrange to have your package collected by someone else with a letter of authorization. If the package is not collected on time and/or is returned to sender, it will be regarded as a refused package. JoyWithJo.com is not held responsible for any delivery delays as these factors are out of our control.

If your order has not arrived within the expected delivery window, please email hello(@)joywithjo.com with your Name and Order ID and we will investigate. A formal inquiry may be lodged with the shipping carrier for further investigation. Please be advised that we have no control over how long the investigation process may take. If you refuse a package, in most cases it will be returned to us. Upon receiving refused / returned packages, we can resend the package, but you will need to pay for the shipping costs as we cannot recover the shipping charges on refused / returned packages.

Important Note

Please keep in mind that for international shipments, it may take 3-5 weeks (or longer if via sea mail) for refused / returned packages to be returned to our office. We will contact you in a timely manner once your package has been received at our office.

Undeliverable Addresses

Orders that have been returned to us due to an incorrect or incomplete address will be handled in a timely manner by our customer service department. In the unlikely event that JoyWithJo.com has made the error, we will resend the shipment to the correct address at no extra cost to you.

If the person who placed the order made an error in the shipping address, or never claimed the package, they will need to pay the cost of re-shipping the package. If we cannot contact the person who placed the order within 10 days of receiving the undelivered package back, the package will be treated as a refused package (see “Refused / Returned Packages” for more info).

While our team will make every effort to validate your shipping address prior to delivery, it is ultimately your responsibility to ensure that you have given us the correct shipping address. JoyWithJo.com is not liable for any misdelivery, nondelivery or loss of packages due to incorrect or incomplete shipping information provided by a customer. As such, please check your order details carefully before you place your order.