Contact us

Get In Touch With The JOYMADE Team

We’re here to help, listen, and make things right.

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How Can We Help You Today?

At TALES ETCHED BY JOYMADE LLC, we believe that great customer service isn’t just about solving problems – it’s about building relationships. Whether you have a question about a product, need assistance with an order, want to provide feedback, or are interested in a bulk custom order, our dedicated team is ready to assist you promptly and professionally.

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Quick Contact Information

Primary Contact Methods

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Email Support

Send us a message at: joymade.bachwl@gmail.com

Email is often the fastest way to reach us for detailed inquiries. When you email, please include as much relevant information as possible so we can assist you efficiently.

For fastest response, please use these subject line formats:

What to include in every email:

• Your full name (as it appears on the order)

• Order number (if applicable)

• Clear description of your question or issue

• Photos of any damage or defects (for returns/claims)

• Your preferred contact method for follow-up

Email Response Times:

• Standard inquiries: Within 2 hours during business hours

• Complex issues: Within 24 hours (we may need to consult with other departments)

• Weekend emails: Responded to by end of day Monday

• Holiday periods: Extended response times posted on website homepage

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Phone Support

Call us at: +84353627282

Our phone lines are staffed by real human beings who know our products and policies inside and out. No phone trees. No automated menus. No endless transfers.

Phone Support Hours:

Before You Call:
Please have the following information ready to make your call as efficient as possible:

• Your order number (starts with “JM” followed by 6-8 digits)

• The email address used for the order

• Product name(s) you’re inquiring about

• Any relevant reference numbers from previous correspondence

When to Call vs. When to Email:

Phone Etiquette:

• Be prepared to leave a voicemail if all representatives are busy (we return all voicemails within 2 business hours)

• Speak clearly and spell your name and email address if leaving a message

• For international callers, be aware of time zone differences (Sheridan, WY is Mountain Time, UTC-7)

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Live Chat (Coming Soon)

We are currently developing a live chat feature for joymade.shop to provide real-time assistance directly on our website. Expected launch date: Q2 2025. Until then, please use email or phone for the fastest response.

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Social Media

Connect with us on social media for product launches, behind-the-scenes content, customer features, and community updates.

*(Note: Social media channels are not monitored for customer service inquiries. For order-related questions, always email joymade.bachwl@gmail.com or call +84353627282 directly.)*

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Frequently Asked Contact Questions

Q: I emailed but haven’t received a response. What should I do?

A: First, check your spam or junk folder. Our emails sometimes get filtered incorrectly. If you don’t see a response within 24 hours (or 48 hours on weekends), please:

1. Resend your original email with “FOLLOW UP – ” added to the subject line

2. Or call us at +84353627282 during business hours

Q: Can I visit your physical location?

A: TALES ETCHED BY JOYMADE LLC operates primarily as an e-commerce business. Our Sheridan, Wyoming address is our corporate headquarters and not a retail store open to the public. We are working on opening pop-up locations and will announce them on our website when available. For returns, please do not ship items to this address without prior authorization – contact us first for return instructions.

Q: Do you offer phone support for international callers?

A: Yes! +84353627282 is available for international callers. Please be aware of time zone differences (Mountain Time, UTC-7). International calling rates may apply based on your carrier.

Q: Can I request a catalog or brochure?

A: To minimize paper waste, JOYMADE does not print physical catalogs. All products and collections are available to view on our website joymade.shop. You can also sign up for our email newsletter (footer of website) to receive digital lookbooks and new collection announcements.

Q: How do I report a website technical issue?

A: Please email joymade.bachwl@gmail.com with “WEBSITE ISSUE” in the subject line. Include:

• The page URL where you experienced the issue

• The device and browser you’re using (e.g., iPhone 14, Safari)

• A screenshot if possible

• A description of what happened vs. what you expected

Q: I received a suspicious email claiming to be from JOYMADE. What do I do?

A: Do not click any links or download any attachments. Forward the suspicious email to joymade.bachwl@gmail.com with “PHISHING ATTEMPT” in the subject line, then delete the original email. Legitimate JOYMADE emails always come from @joymade.shop or the specific email address provided above. We will never ask for your password or full credit card number via email.

Q: Can I place an order by phone?

A: To protect your payment security, we do not accept phone orders. Please place all orders through our secure website joymade.shop, which uses Stripe encryption and offers Apple Pay and Google Pay options. If you need assistance navigating the website, call us and we can guide you through the process over the phone (without collecting payment information verbally).

Q: Do you have a fax number?

A: No. TALES ETCHED BY JOYMADE LLC does not use fax communication. Please use email for document transmission.

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For Business & Partnership Inquiries

Wholesale / Bulk Orders

If you are interested in purchasing JOYMADE products for:

• Corporate gifts

• Wedding favors

• Event merchandise

• Retail resale

• Promotional products

Please email joymade.bachwl@gmail.com with “WHOLESALE INQUIRY” in the subject line. Include:

• Your company/organization name

• Estimated quantity needed

• Desired products (or that you need recommendations)

• Timeline for delivery

• Budget range (if applicable)

Minimum wholesale order: 50 units
Lead time: 14-21 days for standard designs, 21-30 days for custom designs

Media & Influencer Inquiries

Are you a journalist, blogger, or content creator interested in featuring JOYMADE products? Please email joymade.bachwl@gmail.com with “MEDIA INQUIRY” in the subject line. Include:

• Your publication/channel name

• Audience size/demographics

• Proposed collaboration type (review, giveaway, sponsored post, affiliate partnership)

• Your deadline

We are selective about partnerships to ensure brand alignment. Review samples are available to qualified media professionals.

Artist Collaboration Submissions

JOYMADE is always looking for talented artists to collaborate on limited-edition collections. If you are an illustrator, designer, or artist interested in having your work featured on our products, please email joymade.bachwl@gmail.com with “ARTIST SUBMISSION” in the subject line. Include:

• Link to your portfolio (Instagram, website, Behance, etc.)

• 3-5 examples of work suitable for drinkware

• Brief artist statement

• Whether you have experience with licensed products

Due to the volume of submissions, we can only respond to those whose work aligns with our current needs. Thank you for understanding.

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Customer Feedback & Complaints

We take your feedback seriously – both positive and negative. Your input helps us grow, improve, and better serve you.

To Share Positive Feedback

We love hearing your stories! Email joymade.bachwl@gmail.com with “TESTIMONIAL” in the subject line. With your permission, we may feature your feedback (anonymously or with attribution) on our website or social media. Customers whose testimonials are featured receive a 15% discount code for their next purchase.

To Submit a Complaint or Suggestion

If something wasn’t right with your experience, please:

1. Email joymade.bachwl@gmail.com with “COMPLAINT” or “SUGGESTION” in the subject line

2. Provide specific details (order number, dates, names if applicable)

3. Tell us what resolution you would prefer (refund, replacement, discount, etc.)

Our commitment to you:

• All complaints are acknowledged within 24 hours

• We investigate thoroughly and respond with findings and proposed resolution within 3 business days

• If we made a mistake, we own it and make it right

• Your feedback is logged and reviewed by management monthly to identify systemic issues

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Privacy & Data Requests

Under privacy laws (including GDPR for European customers and CCPA for California residents), you have rights regarding your personal data.

To request:

• Access to the data we hold about you

• Correction of inaccurate data

• Deletion of your data (subject to legal requirements)

• Opt-out of marketing communications

• Portability of your data to another service

Please email joymade.bachwl@gmail.com with “PRIVACY REQUEST” in the subject line. We will respond within 30 days as required by law.

Note: For marketing opt-out, you can also click the “unsubscribe” link at the bottom of any promotional email.

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Unsupported Contact Methods

To protect your security and ensure efficient service, JOYMADE does NOT offer support through:

• SMS / text message

• WhatsApp or other messaging apps

• Social media direct messages

• Third-party platforms (Etsy, Amazon, etc. – though we sell there, support must go through those platforms)

Why? Email and phone provide the best combination of security, documentation, and accountability. If you attempt to contact us through unsupported methods, you will be directed to email joymade.bachwl@gmail.com.

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Holiday Hours & Closures

Our office is closed on the following United States federal holidays:

During closures, email and voicemail will be monitored periodically for urgent matters. Non-urgent inquiries will receive responses on the next business day.

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Escalation Path

If you have contacted us and feel your issue has not been properly resolved, you may request escalation:

Level 1: Customer Service Representative (initial contact)
Level 2: Customer Experience Manager (if Level 1 cannot resolve)
Level 3: Operations Head (for unresolved complaints or policy exceptions)

To escalate, reply to your existing email thread with “ESCALATION TO [LEVEL]” in the subject line. Please include a brief explanation of why you are requesting escalation.

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Summary – How To Reach Us

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Thank you for choosing TALES ETCHED BY JOYMADE LLC. We look forward to serving you!