Frequently Asked Questions
We are here to answer your questions regarding orders, shipping, and returns. If you need further assistance, please reach out to us at hello@jujakids.com.
Orders
Can I cancel my order?
Can I cancel my order?
Once your order has been placed, we are unable to cancel it. If you no longer wish to receive your order, you can return it once it has been delivered.
Can I modify my order?
Can I modify my order?
Unfortunately, we are unable to make changes to an order once it has been placed. You will need to place a new order and return the original one if necessary.
I haven't received my order confirmation. What should I do?
I haven't received my order confirmation. What should I do?
If you haven’t received an order confirmation email, it could be due to a few reasons:
- Your order has not yet been approved.
- The confirmation email may have gone to your spam folder.
- There may be a typo in your email address.
If you still cannot locate your confirmation, please contact us at hello@jujakids.com, and we will resend it.
When will my order be shipped?
When will my order be shipped?
Once your order has been confirmed, it will be shipped within three to four business days. During peak periods, there may be delays, but we will inform you of any issues.
I made a mistake with my shipping address. What can I do?
I made a mistake with my shipping address. What can I do?
We are unable to modify your shipping address once the order has been placed. If your order is already in transit, we recommend updating the delivery details via the tracking link provided by the courier.
Shipping & Delivery
Where do you ship?
Where do you ship?
We currently ship to Canada, the United States and select international destinations.
If you are outside these regions and interested in placing an order, please contact us at hello@jujakids.com, and we will do our best to accommodate your request.
What shipping options are available?
What shipping options are available?
We offer flat-rate shipping based on product size to ensure fair and transparent pricing. You will see the shipping costs at checkout before finalizing your order.
How long does shipping take?
How long does shipping take?
For in-stock items, we typically ship orders within two - three business days. Delivery times vary based on location and the courier but generally range between four to fourteen business days. You will receive a tracking number once your order has been shipped.
I haven't received my tracking number. What should I do?
I haven't received my tracking number. What should I do?
Once your order is shipped, you will receive a shipping confirmation email with a tracking number. If you haven’t received it, please check your spam folder and verify that your email address was entered correctly during checkout. If you still cannot locate it, feel free to reach out to us at hello@jujakids.com.
My tracking link isn't working.
My tracking link isn't working.
Tracking links can take up to two business days to activate, depending on the courier. If your link is still inactive after this period, please contact us, and we will look into it for you.
I am experiencing delivery issues. What should I do?
I am experiencing delivery issues. What should I do?
If you are experiencing delivery delays or issues, please check your tracking information first. If the delay persists, contact us with your order number at hello@jujakids.com, and we will assist you. Please note that international deliveries may take longer if held up at customs.
My package was returned to sender. What now?
My package was returned to sender. What now?
Your package may have been returned for several reasons:
- No one was available to receive the delivery.
- The package was not picked up at a designated pickup location.
- The shipping address was incorrect or incomplete.
In such cases, we will process a refund within fourteen days of receiving the returned package. Unfortunately, we cannot reship returned orders, so you will need to place a new order if you still wish to receive the items.
Returns
What is your return policy?
What is your return policy?
We want you to love your purchase! If you change your mind, non-sale items in new and unused condition can be returned within our return period. Please refer to the return and refunds sections for more details.
Do you offer free returns?
Do you offer free returns?
Return shipping costs are the responsibility of the customer unless the item arrived damaged or defective.
Claims & Issues
I received the wrong item. What should I do?
I received the wrong item. What should I do?
If you received an incorrect item, please contact us at hello@jujakids.com with your order number and a photo of the product received. We will work to resolve the issue as quickly as possible.
I am missing an item from my order.
I am missing an item from my order.
If an item is missing from your order, there are two possible reasons:
- There was a packing error. If the item is listed in your shipping confirmation email but not in your package, please contact us.
- The item was out of stock. If the missing product is not listed in your shipping confirmation email, it was likely out of stock at the time of fulfillment, and you were only charged for the shipped items.
I want to submit a claim.
I want to submit a claim.
We are sorry if a product did not meet your expectations. If you purchased the item directly from jujakids.com, please submit your claim to hello@jujakids.com, and we will process it as soon as possible.
