FAQs

1. Shipping & Delivery

Q: How long does it take for an order to be delivered? A: Our total delivery time is calculated from the time your order is placed until it is delivered to you.

  • Handling Time: 1-3 business days (Monday-Friday).

  • Transit Time: 5-10 business days (Monday-Friday).

  • Order Cut-off Time: 5:00 PM (EST - Eastern Standard Time, New York). The estimated total delivery time is 6-13 business days.

Q: Do you provide tracking information? A: Yes, once your order is shipped, you will receive an automated email containing your tracking number and a carrier tracking link. Please allow 24-48 hours for the tracking information to update in the carrier's system.

Q: What are the shipping costs? A: We offer Free Shipping on all orders shipped within the United States. There are no hidden fees, membership requirements, or additional taxes at checkout.

2. Returns & Refunds

Q: What is your return policy? A: We have a 30-day return policy, meaning you have 30 days after receiving your item to request a return. To be eligible, your item must be in the same condition as received: unworn or unused, with original tags, and in its original packaging.

Q: How do I start a return and who pays for shipping? A: To initiate a return, please contact us at shop@jellycatua.com. If your return is accepted, we will provide you with the return address and instructions.

  • Faulty/Incorrect Items: We cover the return shipping cost.

  • Change of Mind: For non-quality related returns, the customer is responsible for the return shipping fees.

Q: How long will it take to get my refund? A: We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 5-7 business days.

3. Payments & Security

Q: Which payment methods do you accept? A: We accept all major credit cards (Visa, Mastercard, American Express, Discover) and PayPal. All transactions are processed through secure, encrypted gateways to ensure your financial data is 100% protected.

4. Contact Information

Q: How can I contact customer support? A: For any questions, order updates, or inquiries, please reach out to us via:

  • Email: shop@jellycatua.com

  • Phone: +1 614-382-2978

  • Business Address: 33851 Old Mud Springs Rd, Black Canyon City, AZ 85324, United States.

  • Support Hours: Monday-Friday, 9:00 AM - 6:00 PM (EST).