Customer Service Policy

Customer Service Policy - Jellycatmalls

At Jellycatmalls, we are dedicated to providing exceptional customer service and ensuring a smooth, satisfying shopping experience for every customer. This Customer Service Policy outlines the standards of service you can expect from us, as well as the ways to reach our support team for assistance. We value your trust and are committed to addressing your needs promptly and professionally.

1. Service Objectives

Our customer service team strives to:
  • Provide accurate and clear information about our products, orders, shipping, and return policies.
  • Respond to customer inquiries and requests in a timely manner.
  • Resolve order-related issues (e.g., delayed shipping, product discrepancies, returns) fairly and efficiently.
  • Ensure transparency throughout your shopping journey, from order placement to post-purchase support.

2. Contact Channels & Response Time

The primary way to reach our customer service team is via email:
Email: support@jellycatmalls.com
We aim to respond to all email inquiries within 24-48 business hours (excluding weekends and U.S. public holidays). For urgent matters, please clearly indicate "Urgent" in the subject line of your email, and we will prioritize your request.

3. Order-Related Support

3.1 Order Status & Tracking

Once your order is processed and shipped (on the business day following order placement), you will receive a shipping confirmation email with a tracking number (if available). If you have questions about your order status, or if you do not receive a tracking number within 2 business days of placing your order, please contact our support team with your order number.

3.2 Shipping & Delivery Assistance

We offer free worldwide shipping on all orders, with delivery expected within 5 days of shipping. If your order does not arrive within the estimated timeframe, or if you encounter issues with delivery (e.g., lost package, damaged shipment), please contact us immediately. Our team will work with the shipping carrier to investigate and resolve the issue promptly.

3.3 Order Modifications & Cancellations

If you need to modify or cancel your order (e.g., change shipping address, adjust product quantity), please contact us as soon as possible. We can only process modifications or cancellations if your order has not yet been shipped. Once the order is shipped, we cannot make changes or cancel the order, and you may need to follow our return policy (see Section 4) for further assistance.

4. Returns & Refunds Support

We offer a 60-day return policy for unused, unaltered products in their original packaging. If you wish to initiate a return, please contact our support team to request a return authorization (RA) number before shipping the product back. Our team will provide you with detailed return instructions, including the return address.
After we receive and inspect the returned product (to confirm it meets the return criteria), we will process your refund within 5-10 business days. Refunds will be credited back to your original payment method. If you have questions about the status of your refund, please contact us with your order number and RA number.

5. Product Inquiries & Issues

If you have questions about our products (e.g., material, size, care instructions), or if you receive a product that is defective, damaged, or incorrect, please contact us with photos of the product and your order number. We will review your inquiry and provide a solution (e.g., replacement, refund, or store credit) based on the situation.

6. Privacy & Information Security

When you contact our customer service team, we may collect your personal information (e.g., name, order number, email address) to assist you. We handle all personal information in accordance with our Privacy Policy and take strict measures to protect your data from unauthorized access or disclosure.

7. Policy Updates

We may update this Customer Service Policy from time to time to reflect changes in our services or operational needs. Any updates will be posted on this page with an updated effective date. Your continued use of our website and services after the changes take effect constitutes your acceptance of the revised policy.

8. Feedback

We welcome your feedback on our customer service! If you have suggestions for how we can improve, or if you would like to share your experience, please feel free to contact us at support@jellycatmalls.com. Your input helps us enhance our services for all customers.