Customer Service

FAQ

Do I need to set up an account to place an order?

Yes, as you are checking out for your first time you will be asked to create a password and verify it. This will allow you to come back and check the status of your order and to cancel it assuming it has not shipped yet.

How do I know if an item is in stock?

All items are in stock unless "Sold Out" is displayed. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer as you are completing an order. In the event an item is unavailable, you will be contacted in a timely manner by Joie and your credit card uncharged.

When will my credit card be charged?

Your credit card will be charged only when the order has been secured and the product awaiting shipping. In cases of unavailability, you will be contacted and your credit card uncharged.

What payment methods are accepted by Joie?

We accept Visa, MasterCard, American Express, and Discover.

Is it safe to use my credit card online at Joie?

At Joie, your personal online security is important to us. We use the latest SSL encryption technology to store some personal information and safely transmit credit card information (we do not store your credit card numbers on our systems). All orders are processed through our secure checkout system. Additionally, for your safety and protection, we will confirm that the billing address you provide matches the address on file with your credit card company.

What currency is accepted?

The site you are currently viewing serves North America, and all prices are coded by default in US Dollars. Your credit card may automatically convert the charges into a foreign currency; please check with your banking institution.

How much tax will I have to pay?

Prices displayed on the website are exclusive of taxes. When you proceed to purchase your order, sales tax will be calculated on the total merchandise value, and displayed on the Checkout page.
Within the USA, sales tax will only be charged on orders shipped to the State of California. No other tax will be applied to orders. (Please note that any additional local taxes are the customer's responsibility. Joie is not responsible for reporting or paying additional local taxes to states.)

Does Joie ship to multiple addresses?

Unfortunately, you may only ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address. For corporate orders or other special assistance, please contact service@joie.com for assistance.

How soon can I get my order and how much will it cost?

Most orders will ship out within 1 business day of ordering. We do not ship on weekends or holidays. We do not deliver to APO/FPO addresses or PO boxes.
Please note that your order will only be shipped once payment and delivery details have been approved. Order cut-off times are provided as guidelines only, and do not take into account possible delays caused by address verification.
We ask that our domestic customers to allow up to 2 weeks before reporting a lost package and our international customers to allow up to 25 days.

Can I change my shipping address after my order has been dispatched?

Unfortunately we are unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.

Can I add items to an existing order?

Unfortunately, it is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, please contact us directly at service@joie.com and inquire of the status of your initial order.

Can I make changes to or cancel my order?

You can cancel your order if it has not shipped yet by visiting your account page. Or if you would like, email service@joie.com with the subject "Cancellation for Order # *Insert order number*". We cannot cancel your order if it has already shipped.

How will I know you received my order & when will payment be deducted?

After you place your order, you will be sent an email confirming that it has been received.
Your card will only be debited at time of dispatch. In the rare instance that any of the items you have ordered are not available, we will contact you by email and will only charge your credit card for the value of the items in stock.

How do I return or exchange an item?

Please read our return policy on how to return or exchange an item.

Will I be refunded the full value of my order?

All correctly returned products will either be refunded to the purchaser's credit card, excluding the initial shipping costs and processing/handling costs for the return.
If your order has been sent to a destination within the state of California, all sales taxes will be refunded.

Does Joie have a catalog?

Sorry, we do not produce a print catalog at this time. The Internet allows us to add items and update our availability every day. Please check the website often!

Does Joie have seasonal sales?

Joie offers seasonal sales. Please note that Joie cannot guarantee that its prices will be equivalent or equal to other stores or boutiques when they go on sale.

Is my personal information kept private?

Please be assured that all the information you share with us is private and confidential. At no point will we share, rent or sell your personal information without your consent.

What if the item I recently purchased has had decreased in price?

Customers have 14 days from their order date, to claim a reduced price on an item they purchased. Please reply to your order confirmation email to claim a reduced price.
Please read our Privacy Policy Section for more information.

What is your return policy?

Customers have 20 days to return any non final sale items assuming they are in the condition they were received in. To return an item please visit the returns page for instructions.
Refunds are processed within 48 hours of receiving. You will receive an email confirming your refund.
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