SUPPORT

Hello, please feel free to contact us if you can’t find your answer in below Q&A.

Shipping Rate

For purchases of over $35 (before tax): We offer FREE SHIPPING on all US orders. To qualify, an order subtotal must be $35 or more after all coupons and promotions have been applied to the purchased skin care products.

For purchases less than $35 or $35 (before tax): $4.9 for USPS standard shipping on all US orders.  For orders using coupons and promotions, the $4.9 shipping charge will apply if the subtotal is $35 or less after all coupons and promotions have been applied.

Shipping Schedule

We operate under Pacific Time and our shipping carrier (USPS) will ship on all weekdays  (Monday – Friday) and Saturdays.  The only exceptions are on Postal holidays.

Orders submitted on weekdays before 12 AM PT are processed and shipped the next business day.

Orders submitted on weekends are processed on Monday.

Standard fulfillment & shipping takes 4-7 business days after the order is placed.

Please understand that we are not responsible for lost or stolen packages.

Track Your Order

You will receive a shipping confirmation with a tracking number via e-mail when your order ships.

Modifying Your Order

You can modify your order before you receive an email for shipping confirmation. Please send an email at hey@joahye.com. We’ll get back to you as soon as possible.

Changing Your Shipping Address

You can modify your shipping address before you receive an email for shipping confirmation. Please send an email at hey@joahye.com. We’ll get back to you as soon as possible.

International Shipment

At this time, we are only shipping to domestic locations.  We will gradually include more international shipping services in the near future.

Checkout

You can choose one of two payment methods to pay for your skin care products: credit/debit card or PayPal.  On the checkout page, you can choose your method of payment, which will take you to each secured payment site as listed below.

Supported Cards

We accept Visa / Mastercard / American Express / Discover / JCB / Diners Club and China UnionPay credit and debit cards.

Sales Tax

We collect sales tax in accordance with tax laws and regulations mandated by each state.  Sales tax, if any, will be reflected in your cart at checkout.

Coupon

You can use your coupon codes at checkout.  On the checkout page, you can find our promo code box under the product list on the left hand side.  The coupon will be deducted from your cart total before shipping cost and sales tax are applied.

Supported Currencies

While we only ship to the U.S., we support processing payments in 135+ currencies, allowing you to pay in your native currency.  But if you are not paying in USD, you may be charged a foreign exchange fee by your credit card company.  You may also be charged a fee by your credit card company if your credit card provider is outside the U.S., regardless of the currency used.

Process

Even if the products weren’t for you, we want you to have a positive experience at JOAHYE, which is why we want to make any returns as pain free as possible 🙂

     1) Please fill in the GET IN TOUCH form below.  Be sure to include your name, order #, and reason for return.

     2) Ship the items in their original boxes and packaging to the address that we send you via our response email.

     3) After your return is received and inspected, we will process the refund within 2 business days; however,  your card company or PayPal can take up to 10 business days to process the refund and send all funds back to your bank account.

Policy

We will only accept unopened and unused items in original packaging within 30 days of purchase date.

 

We will not be able to refund your original shipping charges.

     1) If you paid $4.9 for an order under $35 or $35 : the $4.9 shipping charge will not be refunded.

     2) If you received free shipping for an order of over $35 : $4.9 will be deducted from your refundable amount.

 

Only the retail value plus sales tax will be refunded at the time of return. Any discounts applied to the order will be automatically factored into the amount refunded.

 

Extra products included in the return package that are unconfirmed in the return request or were purchased outside the specified 30 day return window, will not be refunded.

 

No refunds or returns on individual items purchased through JOAHYE’s kits.

Cancellation

Cancellations may be made before a shipment tracking number is e-mailed to you.  If you want to cancel your order before it is shipped, please send a request via the Return form.  Please include your name, order #, and reason for cancellation.

Exchange

We do not offer exchanges on any of our products at this time.