Shipping Policy

How We Get Your JOYMADE Treasures To Your Door

Fast, reliable, and transparent shipping – from our door to yours.

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1. Overview

At TALES ETCHED BY JOYMADE LLC, we know you’re excited to receive your beautifully etched drinkware and home decor. That’s why we’ve built a shipping process that balances speed, reliability, and affordability.

This Shipping Policy applies to all orders placed through joymade.shop. By placing an order, you agree to the terms outlined below.

For fastest shipping updates: Use the tracking link sent to your email after your order ships. If you didn’t receive tracking, check spam or email joymade.bachwl@gmail.com.

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2. Processing Time

What Is Processing Time?

Processing time is the period between when you place your order and when we hand it to the shipping carrier. This includes:

• Order verification and fraud checks

• Picking products from inventory

• Quality inspection

• Packaging (including gift wrapping if selected)

• Labeling and handoff to carrier

Standard Processing Times

Business days: Monday through Friday, excluding US federal holidays (see Section 8 for holiday closures).

Order Cutoff Times

• Orders placed before 12:00 PM Mountain Time are processed starting the same business day

• Orders placed after 12:00 PM MT are processed starting the next business day

• Weekend orders (Saturday/Sunday) are processed starting Monday

Processing Delays

Processing may be delayed due to:

• Peak seasons (November-December): Add 2-4 business days

• High-volume sales (Black Friday, launches): Add 1-3 business days

• Payment verification issues: We will contact you for additional information

• Address verification failures: We may need to confirm your address before shipping

If your order has been processing for longer than the stated timeframe, email joymade.bachwl@gmail.com with your order number.

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3. Domestic Shipping (United States)

Carrier Partners

For shipments within the United States (including Alaska, Hawaii, and US territories), we use:

• USPS (United States Postal Service) – Primary carrier for lightweight packages and PO Boxes

• UPS – Primary carrier for heavier packages and expedited deliveries

• FedEx – Secondary carrier (used when offering better rates or delivery times)

You cannot choose the carrier – we select the most reliable option based on your location and package weight.

Shipping Methods & Speeds

Note: Expedited and Express options ship after standard processing time. For example, a 2-day order placed on Monday with 2-day processing ships Wednesday and arrives Friday.

Free Shipping

We offer free standard shipping on all orders shipped within the contiguous United States (lower 48 states) with a subtotal of $50 or more (after discounts, before taxes).

Free shipping terms:

• Applied automatically at checkout – no code needed

• Excludes Alaska, Hawaii, and US territories (reduced rates offered instead)

• Excludes expedited shipping upgrades (you pay the difference)

• Returns: If you return items and drop below $50, original free shipping cost may be deducted from refund

Alaska, Hawaii & US Territories

Shipping to Alaska, Hawaii, Puerto Rico, Guam, US Virgin Islands, and military addresses (APO/FPO/DPO):

• Transit time: 7-14 business days (longer due to air transport requirements)

• Cost: Higher than contiguous US – calculated at checkout

• Free shipping minimum: $75(insteadof$50 for contiguous US)

• Carriers: Primarily USPS (UPS/FedEx ground not available)

Note: Some products (tumblers with liquid? none) cannot be shipped via air due to regulations. All our products are dry goods and ship fine.

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4. International Shipping

Countries We Ship To

We currently ship to the following countries:

North America:

• Canada

• Mexico

Europe:

• United Kingdom

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

• Poland, Czech Republic, Hungary (limited service – may take longer)

Asia-Pacific:

• Australia, New Zealand

• Japan, South Korea, Singapore

We do NOT ship to:

• Russia, Belarus, Ukraine (due to ongoing conflict)

• North Korea, Iran, Syria, Cuba (US sanctions)

• Countries with postal instability or high fraud rates (list updated periodically)

International Transit Times

Important: These are estimates. Customs clearance can add 3-10 days. We have no control over customs delays.

International Shipping Costs

Costs vary significantly by destination, weight, and package dimensions. To get an accurate quote: Add items to your cart, proceed to checkout, and enter your full address. The system will calculate real-time rates from our carriers.

Approximate ranges (for reference only):

• Small mug to Canada: $12-18

• Small mug to UK/Europe: $16-25

• Small mug to Australia: $18-28

• Tumbler (heavier) to Canada: $15-22

• Tumbler to UK/Europe: $20-30

Customs, Duties & Taxes (Very Important)

You are responsible for all customs duties, import taxes, VAT, and brokerage fees imposed by your country.

How it works:

1. You pay JOYMADE for the product + international shipping

2. Your package arrives at customs in your country

3. Customs assesses whether duties/taxes are owed

4. The carrier sends you a bill (or collects payment before releasing the package)

5. You pay the carrier (or your government directly) – JOYMADE never collects these fees

Estimated fees (varies by country):

• Canada: 5-13% duties + GST/HST (5-15%) + $10-20 brokerage fee

• UK: 20% VAT on value + shipping + £8-12 handling fee

• EU: 15-25% VAT + customs fees

• Australia: 10% GST (only on orders over $1000 AUD – lower orders typically exempt)

• Japan: 0-8% consumption tax + handling fee

To estimate fees: Search “[your country] import duty calculator” and enter:

• Product value (what you paid JOYMADE)

• Shipping cost

• HS code for ceramic mugs: 6912.00 (or 7323.93 for steel tumblers)

If you refuse to pay customs fees: Your package may be abandoned or returned to us. If abandoned, you forfeit the order (no refund). If returned, we refund product cost minus return shipping (which is often expensive). Bottom line: Pay the customs fees.

International Returns

International returns are expensive. For low-value items (under $30), return shipping often costs more than the refund. Please carefully review product details before ordering internationally.

If you do need to return an item from outside the US, follow our standard Return Policy. You are responsible for return shipping costs (unless the item is defective – then we will reimburse reasonable return shipping with receipt).

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5. Tracking Your Order

How To Track

Step 1: Receive shipping confirmation email with tracking number
Step 2: Click the tracking link (or copy number into carrier’s website)
Step 3: Monitor status

Tracking Status Meanings

Tracking Not Updating?

If your tracking shows no movement for 5+ business days:

1. For US orders: Contact the carrier directly with your tracking number

2. For international orders: Contact us – we will open a trace with the carrier

3. For all orders: Email joymade.bachwl@gmail.com with your order number

Note: Carriers sometimes miss scans. It’s possible your package is moving but the system isn’t updating. Please be patient.

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6. Delivery Issues

Lost Packages

Definition: Tracking shows no movement for 15+ business days (US) or 25+ business days (international) AND carrier cannot locate package.

Process:

1. Contact the carrier to file a missing package claim

2. Email us with the claim number

3. We will also investigate on our end

4. If package is confirmed lost, we will:

   • Reship the order (if items still in stock), or

   • Refund your full order amount (including shipping)

Timeframe: Carrier investigations typically take 7-14 days. We do not refund before investigation concludes.

Stolen Packages (After Delivery)

We are not responsible for packages stolen after tracking shows “Delivered.”

What to do if your package was stolen:

1. Check with neighbors, building management, or local post office (sometimes held)

2. File a police report (required for insurance claims)

3. Contact the carrier – they may have GPS coordinates of delivery

4. Email us with the police report number – we may offer a one-time courtesy discount (typically 25% off a replacement order, not a free replacement)

Prevention tips:

• Ship to a secure location (work address, locker, or require signature)

• Install a doorbell camera

• Track your package and be home on delivery day

Packages Returned To Sender

If a package is returned to us due to:

• Incorrect address provided by you: You pay for reshipping (full cost)

• Unclaimed at post office/carrier after delivery attempt: You pay for reshipping

• Refused by you (changed mind): You pay return shipping + original shipping (or forfeit order)

• Our error (wrong address on our label): We reship at no cost

We will contact you if your package is returned. You have 14 days to respond and pay for reshipping (if applicable). After 14 days, we may dispose of the items with no refund.

Failed Delivery Attempts

Carriers typically make 2-3 delivery attempts. After that, the package may be held at a local post office or returned.

If you missed delivery: Check the carrier’s “Sorry We Missed You” notice for instructions. You may need to:

• Pick up at local post office/depot

• Schedule redelivery online

• Pay storage fees (rare)

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7. Shipping Costs & Calculations

How Shipping Cost Is Calculated

We use real-time carrier rates – we do not add markup to shipping. The price you see at checkout is exactly what we pay the carrier.

Factors that affect cost:

• Weight – Heavier items cost more

• Dimensions – Larger boxes cost more even if light (dimensional weight pricing)

• Distance – Shipping from Wyoming to New York costs less than to Australia

• Speed – Faster shipping costs more

• Insurance – We automatically insure packages over $50

Estimated Shipping Table (US Only – Standard Shipping)

Why Did My Shipping Cost More Than Expected?

Possible reasons:

• Dimensional weight: A large but light box (e.g., 4 glasses with packaging) may be charged by size, not weight

• Remote location: Shipping to rural addresses costs more (carrier surcharges)

• Multiple boxes: Large orders may ship in multiple boxes (each has minimum cost)

• Insurance: Automatically added for orders over $50(costs$1-5)

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8. Shipping During Holidays & Peak Seasons

Peak Season Dates

Holiday Cutoff Dates For Delivery By Dec 24

US Contiguous States:

• Standard shipping: Order by December 10

• Expedited (3-day): Order by December 15

• Priority (2-day): Order by December 18

• Express (1-day): Order by December 21

Alaska/Hawaii: Order by December 5

Canada: Order by December 1

International: Order by November 15

Custom orders: Add 5-7 business days to all dates above

Carrier Holiday Closures

Carriers do not deliver on:

• New Year’s Day

• Memorial Day

• Independence Day (July 4)

• Labor Day

• Thanksgiving Day

• Christmas Day

Check carrier websites for their complete holiday schedules.

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9. Shipping Restrictions

PO Boxes & APO/FPO Addresses

• PO Boxes: We ship via USPS to PO Boxes (UPS/FedEx cannot deliver to PO Boxes)

• APO/FPO/DPO military addresses: Yes, via USPS. Delivery takes 14-30 days. Customs forms required (we handle). No hazardous materials (none in our products).

Freight Forwarders

If you use a freight forwarder (a company that receives your package in the US and ships it internationally):

• You assume all risk once the forwarder signs for the package

• We are not responsible for lost/damaged items after forwarder delivery

• Use a reputable forwarder with insurance

Prohibited Items For International Shipping

Some countries prohibit certain products. It is your responsibility to ensure our products can be legally imported. Common restrictions:

• Australia/New Zealand: Strict wood/bamboo restrictions (our bamboo products may be prohibited)

• Japan: Ceramics with lead (ours are lead-free – fine)

• EU: Strict food contact regulations (we comply)

If your country prohibits our product and customs seizes it, no refund.

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10. Shipping Insurance

Automatic Coverage

We automatically insure all shipments with a merchandise value over $50 (excluding shipping costs). Insurance covers:

• Lost packages (carrier confirms lost)

• Damage during transit (requires photos)

Coverage amount: Full merchandise value (not shipping costs)

How To File A Claim

1. For damage: Email photos to joymade.bachwl@gmail.com within 7 days of delivery

2. For loss: Contact us after 15 days (US) or 25 days (international) with no movement

3. We file claim with carrier on your behalf

4. Once claim approved, we refund or reship

Note: Insurance does NOT cover:

• Stolen packages after delivery

• Damage from improper handling by you after delivery

• Normal wear and tear

Purchase Additional Insurance

For orders under $50orifyouwantextracoverage(e.g.,high-valuecustomorder),youmaypurchaseadditionalinsuranceduringcheckout.Costis$2 per $100ofcoverage(e.g.,$4 for $200 coverage).

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11. Contact Us About Shipping

For shipping-related questions:

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

When contacting us, please have:

• Your order number

• Tracking number (if you have it)

• Description of the issue

• Photos (for damage claims)