Asked Questions (FAQ)

Everything You Need To Know About JOYMADE

Quick answers to our most commonly asked questions.

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 Ordering & Account Questions

Q1: Do I need an account to place an order?

A: No, you can checkout as a guest. However, creating a free account allows you to:

• Save shipping addresses for faster checkout

• View your order history

• Track orders in one place

• Save payment methods securely (through Stripe tokenization)

• Receive exclusive offers and early access to sales

Account creation takes less than 60 seconds and requires only your email and a password.

Q2: How do I track my order?

A: Once your order ships, you will receive an email containing:

• A tracking number

• A link to the carrier’s tracking page

• Estimated delivery date

You can also log into your account (if you created one) and view order status under “My Orders.”

If tracking shows no updates for 5+ days: Carriers sometimes miss scans. Please allow 48 hours for updates. If still no movement, email joymade.bachwl@gmail.com with your order number.

Q3: Can I change or cancel my order after placing it?

A: You have a 2-hour window after placing your order to request changes or cancellation. Email joymade.bachwl@gmail.com immediately with “CANCEL” or “MODIFY” in the subject line.

After 2 hours or if our fulfillment team has already started processing, we cannot guarantee changes. Once shipped, the order cannot be cancelled – please follow our return process.

Q4: Why was my order cancelled?

A: We rarely cancel orders, but possible reasons include:

• Payment verification failed – Your bank declined the transaction

• Address verification issue – The shipping address could not be validated

• Out of stock – An item you ordered sold out before processing

• Suspected fraud – Our system flagged the transaction (if this was you, please contact us to verify)

• Pricing error – A product was listed at an incorrect price

If we cancel your order, you will receive an email explanation and a full refund.

Q5: Do you offer gift wrapping or gift messages?

A: Yes! During checkout, you can:

• Add a gift message: We will print your personal message on a card and include it in the package (free)

• Request gift wrapping: Available for an additional $4.99 per item (includes decorative paper and ribbon)

Gift shipments do not include pricing information.

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📦 Shipping Questions

Q6: How long does shipping take?

A: Shipping times vary by destination:

Custom/personalized items add 2-4 business days to processing time.

Note: These are estimates. During peak seasons (November-December), add 3-5 business days.

Q7: How much does shipping cost?

A: Shipping is calculated at checkout based on weight, dimensions, and destination.

Approximate costs (US only):

• Single mug (11-15oz): $4.99-$6.99

• Tumbler: $5.99-$7.99

• Set of 4 glasses: $7.99-$9.99

• Mixed order (multiple items): $8.99-$14.99

Free shipping: We offer free US shipping on orders over $50. No code needed – applied automatically at checkout.

International shipping costs vary widely. Please add items to your cart and enter your address for an accurate quote.

Q8: Do you ship internationally?

A: Yes! We currently ship to:

• United States (all 50 states + territories)

• Canada

• United Kingdom

• Germany, France, Italy, Spain, Netherlands, Belgium, Switzerland, Austria, Denmark, Sweden, Norway, Finland, Ireland

• Australia, New Zealand

• Japan, South Korea, Singapore

We do not currently ship to: Russia, Belarus, Ukraine (due to conflict), North Korea, Iran, Syria, Cuba, or countries under US trade sanctions.

Q9: Will I have to pay customs fees or import duties?

A: For international orders, you are responsible for any customs duties, import taxes, or VAT imposed by your country.

How it works:

1. You pay JOYMADE for products + shipping

2. Your country’s customs may assess additional fees

3. The carrier will contact you to pay these fees before releasing your package

4. If you refuse to pay, the package may be abandoned or returned (you will not receive a refund)

Tip: Check with your local customs office before ordering to estimate fees. For small packages (under $50 value), many countries do not assess duties.

Q10: My tracking says “Delivered” but I didn’t receive it. What do I do?

A: First, don’t panic. Here’s what to do:

Step 1: Check around your property – behind bushes, with neighbors, or at your building’s front desk/leasing office.

Step 2: Wait 24-48 hours. Carriers sometimes mark packages “delivered” early and actually deliver the next day.

Step 3: Contact the carrier directly with your tracking number (USPS: 1-800-275-8777, UPS: 1-800-742-5877, FedEx: 1-800-463-3339). They can provide GPS coordinates of where the package was scanned.

Step 4: If still not found, email joymade.bachwl@gmail.com within 7 days of “delivered” status. We will:

• File a missing package claim with the carrier

• Offer a replacement (if available) or refund after the carrier concludes their investigation (up to 14 days)

Note: We cannot refund or replace packages marked “delivered” if the carrier investigation confirms delivery to the correct address. Consider shipping to a secure location or requiring signature (available for an additional fee – contact us to arrange).

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💰 Payment & Pricing Questions

Q11: What payment methods do you accept?

A: We accept:

• Credit cards: Visa, Mastercard, American Express, Discover, JCB, UnionPay

• Debit cards (with Visa/Mastercard/Amex/Discover logo)

• Apple Pay (on iPhone, iPad, Mac)

• Google Pay (on Android and Chrome)

All payments are processed securely through Stripe. We do not accept PayPal, Venmo, CashApp, cryptocurrency, checks, money orders, or cash.

Q12: Is it safe to enter my credit card information on your site?

A: Absolutely. Our security measures include:

• Stripe processing (PCI Level 1 certified – the highest level)

• TLS 1.2+ encryption for all data transmission

• No storage of full card numbers on our servers

• Tokenization – your card number is replaced with a unique digital token

• 3D Secure authentication for suspicious transactions

We also display a valid SSL certificate (look for the padlock icon in your browser address bar).

Q13: Why was my card declined?

A: Common reasons:

If you’ve tried multiple cards, try using Apple Pay or Google Pay if available. Still having issues? Email us at joymade.bachwl@gmail.com – we may be able to help identify the problem.

Q14: Do you charge sales tax?

A: For orders shipped within Wyoming, we charge the state sales tax (currently 4%). For orders shipped to other US states, we charge applicable state and local taxes based on your shipping address (calculated automatically at checkout).

International orders: No US sales tax. However, your country may charge VAT, import duties, or other fees (customer responsibility).

Q15: Do you offer discounts or promo codes?

A: Yes! Current ways to save:

• Free shipping on US orders over $50 (automatic)

• Email newsletter signup – 10% off your first order

• Seasonal sales – Subscribe to our emails for announcements

• Bulk discounts – Contact us for wholesale pricing on 50+ units

We do NOT offer: Student discounts, military discounts, or first responder discounts at this time (though we hope to in the future).

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🔄 Returns & Refunds Questions

Q16: What is your return policy?

A: You may return most new, unused items within 30 days of delivery for a full refund (minus original shipping). Custom/personalized items are non-returnable unless defective.

Steps:

1. Email joymade.bachwl@gmail.com with your order number

2. We’ll send return instructions

3. Ship the item back (customer pays shipping for non-defective returns)

4. Once received, we process refund within 3-5 business days

See our full Refund and Return Policy for all details.

Q17: My item arrived damaged. What do I do?

A: We’re sorry! Please:

1. Take clear photos of the damage (close-up of the crack/chip and full product photo)

2. Email joymade.bachwl@gmail.com within 30 days of delivery

3. Include your order number and photos

You do NOT need to return damaged items in most cases. We will either:

• Send a free replacement (if available), or

• Issue a full refund (including original shipping)

Q18: How long do refunds take?

A: After we approve your refund:

• Stripe processes within 24-48 hours

• Your bank typically posts within 3-7 business days (US) or 5-10 business days (international)

If it’s been more than 10 business days: First check with your bank (some hold refunds longer). Then email us – we can provide the Stripe transaction ID for your bank to trace.

Q19: Can I return a gift?

A: Yes. If you received a JOYMADE product as a gift and want to return it:

• With order number: You can return for store credit (not refund to the original purchaser)

• Without order number: Ask the gift giver to provide the order number or forward their confirmation email

Store credit never expires and can be used on joymade.shop for any product.

Q20: I changed my mind after ordering a custom mug. Can I cancel?

A: Custom/personalized items are made specifically for you. If you request cancellation within 2 hours of ordering, we may be able to stop production. After 2 hours or once production has begun, custom orders cannot be cancelled or refunded (unless defective).

Please double-check spelling, dates, and design selections before submitting custom orders.

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🎨 Product Questions

Q21: Are your mugs dishwasher and microwave safe?

A: It depends on the product:

Best practice: Hand washing with mild soap extends the life of all drinkware, especially etched designs.

Q22: Do your products contain lead or BPA?

A: No. All JOYMADE products are:

• Lead-free (ceramic glazes and glass)

• BPA-free (plastic lids on tumblers)

• Phthalate-free

• Food-safe (certified compliant with FDA and EU food contact standards)

We source only from suppliers who provide material safety certifications. Customer safety is non-negotiable.

Q23: How do I care for my etched drinkware?

A: To keep your JOYMADE products looking beautiful:

DO:

• Hand wash with soft sponge and mild dish soap

• Dry immediately with soft cloth

• Store with space between items (avoid stacking)

• Use non-abrasive cleaners (baking soda paste for stains)

DON’T:

• Use steel wool, scouring pads, or abrasive cleaners (will scratch etching)

• Soak for extended periods (may weaken design over time)

• Put stainless steel tumblers in microwave (fire hazard)

• Use bleach or chlorine-based cleaners

For ceramic mugs with stubborn coffee/tea stains: Fill with warm water, add a denture tablet, let soak 30 minutes, then rinse.

Q24: Are your tumblers actually insulated?

A: Yes! Our stainless steel tumblers feature double-wall vacuum insulation:

• Keeps hot drinks hot for 6-8 hours

• Keeps cold drinks cold for 12-16 hours (with ice)

• Exterior stays room temperature (no condensation or burnt hands)

Tested: Fill with ice water at 8 AM, still cold at 8 PM. Fill with coffee at 6 AM, still warm at noon.

Q25: What sizes do your products come in?

A: Standard sizes:

Custom sizes are available for bulk/wholesale orders (minimum 100 units). Contact us for pricing.

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🎁 Custom & Personalization Questions

Q26: Can I put my own design on a mug?

A: Yes! We offer custom etching for:

• Text: Names, quotes, dates, monograms

• Simple logos: Business or personal logos (vector format preferred)

• Line art: Simple drawings or silhouettes

Limitations: We cannot reproduce complex photographs (too many shades of gray), copyrighted characters (Disney, Marvel, etc.), or trademarked logos (sports teams, brands) without proof of license.

How to order:

1. Select a product (mug, tumbler, glass)

2. Choose “Custom Design” option

3. Upload your design or type your text

4. Our design team will email a proof within 24 hours

5. Approve proof – then we produce and ship

Custom orders add 3-5 business days to processing time.

Q27: Can you engrave a photo on a tumbler?

A: For photos (like pet portraits or family photos), we use a specialized process that works best on our stainless steel tumblers. The result is a “photo-realistic” engraving – not actual photograph quality (it’s still etched metal), but a beautiful silhouette-style representation.

Best results: High-contrast, simple images with clear subject. Busy group photos or low-resolution images do not engrave well. Our design team will advise before production.

Q28: What if there’s a mistake on my custom order?

A: Mistakes happen. Here’s how we handle them:

If YOU made the mistake (typo in the text you submitted, wrong date, etc.): Custom orders are non-refundable. However, we offer a 50% discount on a re-order (you pay for materials + shipping; we waive design/labor fees).

If WE made the mistake (misspelled something you typed correctly, wrong color, wrong design): We will produce and ship a corrected replacement at no cost to you. You keep the original (or we may ask you to donate it).

Always double-check your proof approval email! Once you approve the proof, you accept the design as final.

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📞 Customer Service Questions

Q29: How do I contact customer service?

A:

• Email: joymade.bachwl@gmail.com (fastest response – typically under 2 hours)

• Phone: +84353627282 (Mon-Fri, 9 AM – 5 PM Mountain Time)

• Mail: 30 N Gould St Ste R Sheridan, WY 82801 (not for returns – email for instructions)

Please do NOT use social media for customer service issues. We cannot process orders or returns through Instagram/TikTok/Facebook.

Q30: What are your customer service hours?

A:

• Monday – Friday: 9:00 AM to 5:00 PM Mountain Time

• Saturday – Sunday: Closed

• Federal holidays: Closed (see website for list)

Emails received outside business hours are answered the next business day.

Q31: Do you have a physical store I can visit?

A: Not yet! Our Sheridan, Wyoming address is our corporate headquarters and warehouse, not a retail store open to the public. We are planning pop-up shops and a flagship store – subscribe to our newsletter for announcements.

Q32: I never received an order confirmation. What happened?

A: Possible reasons:

• Spam folder: Check your junk/spam folder

• Typos: Did you enter your email correctly? (common with .con vs .com)

• Delay: Sometimes our system takes 10-15 minutes to send

What to do: First check spam. Then email joymade.bachwl@gmail.com with your name, order date, and what you purchased. We can resend the confirmation.

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🔒 Privacy & Security Questions

Q33: Do you sell my personal information?

A: Absolutely not. We never sell, rent, or trade your personal information to third parties for marketing purposes. Period.

We do share necessary information with:

• Stripe (payment processing – card data never touches our servers)

• Shipping carriers (name and address to deliver your package)

• Email service provider (if you subscribe to marketing emails – you can unsubscribe anytime)

See our full Privacy Policy for details.

Q34: How do I unsubscribe from marketing emails?

A: Click the “unsubscribe” link at the bottom of any promotional email. You will be removed within 24 hours.

Note: Even if you unsubscribe from marketing, you will still receive transactional emails (order confirmations, shipping updates, return authorizations). These are necessary for your purchase.

Q35: Is my data secure on your website?

A: Yes. We use:

• SSL certificate (look for https:// and padlock icon)

• Regular security updates for our website platform

• Limited employee access to customer data

• No storage of full credit card numbers

We have never had a data breach. If we ever do, we will notify affected customers within 72 hours as required by law.

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🎄 Holiday & Seasonal Questions

Q36: When should I order for Christmas delivery?

A: For delivery by December 24:

Custom orders add 5-7 business days – order even earlier.

Note: These are guidelines, not guarantees. Holiday carrier volumes can cause delays. When in doubt, order early!

Q37: Do you offer extended returns for holiday gifts?

A: Yes! Orders placed between November 15 and December 25 have a return deadline of January 31 of the following year. This applies even if the 30-day window technically expires earlier.

Q38: Can I get a gift receipt?

A: Yes – check the “This is a gift” box during checkout. Your package will include a gift receipt showing the product name but not the price.

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💼 Wholesale & Business Questions

Q39: Do you offer wholesale pricing?

A: Yes! We work with:

• Retail stores (boutiques, gift shops, coffee shops)

• Corporate clients (employee gifts, client appreciation)

• Event planners (weddings, conferences, parties)

• Fundraising organizations

Minimum order: 50 units (mix-and-match allowed)
Discount: Starts at 20% off retail, increases with volume
Lead time: 14-21 days for standard designs; 21-30 days for custom

Email joymade.bachwl@gmail.com with “WHOLESALE INQUIRY” in the subject line.

Q40: Can I put my company logo on mugs?

A: Yes. Corporate branding is one of our specialties. We can etch your logo on:

• Ceramic mugs

• Stainless steel tumblers

• Glassware

Requirements: Vector logo file (.ai, .eps, .svg preferred) – high-resolution PNG works for simple logos.

Minimum corporate order: 24 units
Setup fee: $25 per logo (waived for orders over 100 units)

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🔧 Technical Website Questions

Q41: The website is loading slowly. What’s wrong?

A: Try these fixes:

1. Clear your browser cache and cookies

2. Try a different browser (Chrome, Firefox, Safari)

3. Disable VPN or ad-blocker (they can interfere)

4. Check your internet connection

5. Wait 5 minutes and try again (our host may be experiencing temporary issues)

If the problem persists, email joymade.bachwl@gmail.com with:

• Your browser and version

• Your device (phone, tablet, computer)

• Screenshot of any error message

Q42: I forgot my password. How do I reset it?

A: On the login page, click “Forgot Password.” Enter your email address. You will receive a password reset link within 5 minutes (check spam folder). Click the link and create a new password.

No email? Wait 10 minutes (sometimes delayed). Still nothing? Email us – we can manually send a reset link.

Q43: Can I use a discount code on an existing order?

A: No. Discount codes must be applied at the time of checkout. We cannot retroactively apply codes to completed orders. If you forgot to use a code, you may cancel the order (within 2 hours) and reorder with the code.

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Still Have Questions?

We’re here to help!

📧 Email: joymade.bachwl@gmail.com
📞 Phone: +84353627282 (Mon-Fri, 9 AM – 5 PM MT)

Before contacting us: Please have your order number ready (if applicable).