FREQUENTLY ASKED QUESTIONS

Got Questions? We've Got Answers.

Browse our most frequently asked questions below to find what you need. If your answer isn’t there, don’t sweat it — we’re here to help!

Get in Touch

Email us: care@joyinking.com

Our Promise: We're on it. You can expect a personal response within 12 hours, any day of the week.

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ORDERS

Why won't my order go through?

If you're having trouble completing your purchase, don't worry — most failed checkouts will not result in a charge to your account. Here is a quick checklist to help you get your order across the finish line:

Quick Fixes

• Verify Your Details: Re‑check your card number, expiration date, and CVV code for any typos.
• Confirm Your Billing Address: Ensure the billing address you entered matches exactly the address shown on your bank statement.
• Switch Payment Methods: If one card isn’t working, try a different one or select PayPal at checkout for a smoother experience.

Still Having Issues?

If your information is definitely correct but the transaction is still being declined, your bank may be flagging the purchase for your security.

Pro Tip: A brief call to your bank's customer service department can usually “green‑light” the transaction and resolve the issue immediately.

Missing Your Confirmation Email?

Don’t worry — your order is still being processed! If you haven’t seen a confirmation land in your inbox yet, here is how to track it down:

1. Check Your Filters

   Often, these emails get sidelined by automated filters. Please take a quick look in your:

   • Spam or Junk folders
   • Promotions tab (for Gmail users)
2. Verify Your Details

   Sometimes a tiny typo during checkout — such as a missing letter or misplaced period — can send the email to the wrong place. If you think this might have happened, we can fix it for you.

Still can’t find it?

If you’ve checked your folders and still have nothing, reach out to us at care@joyinking.com. To help us find your order quickly, please include:

• The full name used for the order
• The shipping address provided at checkout
• The approximate date you placed the order

Can I change or cancel my order?

We start crafting your items specifically for you the moment you place your order. Because of this made‑to‑order process, we have a limited window for adjustments.

The 2‑Hour Window

You can modify or cancel your order within 2 hours of purchase. Once that window closes, your order moves into production, and we are unable to stop or alter the process.

To request a change: Email us immediately with your order number and the specific details you wish to update.

Shipping Address Updates

If you have missed the 2‑hour window but your order has not yet shipped, we may still be able to update your delivery address. Please contact our support team as soon as possible to check whether redirection is feasible.

Pro Tip: Double‑check your confirmation email as soon as it arrives in your inbox to ensure all information is correct!

Can I ship a single order to multiple addresses?

Right now, each order can only ship to one address. The good news is that your account makes placing multiple separate orders quick and easy!

Redeeming Your Coupon Code

Applying a discount to your order is quick and easy. Follow these steps to ensure your savings are applied correctly:

How to Apply Your Discount

At checkout, you will find a field to enter your coupon codes or bonus points.

1. Enter your code into the designated box.
2. Click the “Apply” button.
3. Verify that your order total has updated before finalizing your purchase.

Tips for Success

• Exact Matching: Codes are case‑sensitive. Ensure there are no extra spaces at the beginning, middle, or end of the text.
• Copy & Paste: To prevent typos, we recommend copying the code directly from your email or promotion and pasting it into the field.
• One at a Time: Only one coupon code or bonus point reward can be used per order. They cannot be combined or “stacked”.
• Exclusions Apply: Some items may not be eligible for further discounts based on specific promotional terms. Please check individual product details if a code is not working as expected.

Do you sell gift cards?

Yes, you can purchase them here.

Why was I charged customs fees upon delivery?

International shipments may be subject to import duties, taxes, and customs fees levied by your local government.

• A notice regarding potential import fees will be shown at checkout on the shipping step.
• These fees are collected by your country’s customs authorities, not by our store. Customs fees are the responsibility of the recipient.
• We have no control over or insight into foreign customs policies, as these regulations vary widely by country.

For specific questions regarding your country’s duties, taxes, or clearance procedures, please reach out directly to your local customs office.

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SHIPPING & DELIVERY

Shipping & Delivery Estimates

Since every item is made to order, we need a little time to craft your piece before it heads your way. Please allow 2‑3 business days for production.

Once your order is ready, here are the expected shipping timelines:

• U.S. orders: 2‑5 business days
• International canvas orders (printed locally): 6‑12 business days
• Other international orders (shipped from U.S.): 10‑30 business days

Express shipping is available for canvas prints within the U.S. only — estimated total delivery time of 3‑8 business days.

For full details, please see our Shipping Policy.

What are the shipping fees?

Shipping rates vary based on your location and the specific items purchased. To view your exact delivery total, simply enter your address during the checkout process. The final cost will be displayed in your order summary for review before you complete your payment.

Free Shipping: We offer free shipping for orders over $89, applicable to U.S. domestic orders only.

When will I get my tracking information?

Expect a shipping confirmation email featuring your tracking number and a direct link within 2‑5 business days of your purchase.

Can’t find the email?

If it hasn’t hit your inbox yet, take a quick peek at your spam, junk, or promotions folders — sometimes these emails end up there.

Where Is My Package?

It can be frustrating when your tracking status seems stuck, but a lack of movement does not always mean your package has gone missing. Below are common reasons for paused tracking updates:

• High Volume & Holidays: During peak seasons or public holidays, carriers handle massive influxes of mail, which can slow down processing times.
• Weather Disruptions: Severe weather can halt transport due to safety concerns, delaying the next scan event.
• Logistics Gaps: Carriers do not always scan packages at every single transit point. Your order is likely moving behind the scenes toward the next major hub.

When to Reach Out

We recommend waiting for tracking statuses to update. Please contact us if:

• Your order has officially passed its estimated delivery date
• There have been no tracking updates for 14 consecutive days

Once alerted, we will open an investigation with the carrier to locate your shipment and get it back on course.

I never received my package when tracking says "Delivered".

It’s frustrating when tracking shows “Delivered” but nothing arrives at your porch. Don’t panic just yet — this is often a simple logistics hiccup.

Here is a step‑by‑step guide on how to track down your missing order:

1. Give it 48 Hours

   Carriers (such as UPS, FedEx, or USPS) sometimes mark a package as “Delivered” when it has merely reached the final sorting facility or remains on the delivery truck. Most “missing” packages arrive within 1‑2 business days.

2. Do a Physical Sweep

   Before assuming the package is lost, double‑check common and less obvious drop‑off spots:

   • Hidden Areas: Check behind planters, under stairs, or behind porch furniture where a driver might have tucked it to prevent theft.
   • Alternative Entry Points: Check back doors, garage entries, or side gates.
   • Community Hubs: Visit your mailroom, front desk, or parcel locker if you live in an apartment or gated community.
3. Check with the Neighbors

   It is common for packages to be left at a similar house number on the same street or accepted by a neighbour for safekeeping. A quick text or knock can often resolve the mystery.

4. Contact the Carrier

   If 48 hours have passed and you have thoroughly searched the area, contact the shipping company directly.

   • Request delivery details: Ask for GPS coordinates of delivery or a description of where the parcel was left.
   • If you cannot resolve the issue directly with the carrier, please reach out to our support team with your order number.

Where is the rest of my order?

Don’t worry — receiving items in separate deliveries is completely normal.

Why orders are split

Different products require specialized production processes and are often manufactured at separate facilities. For example, a framed canvas and a ceramic mug use different printing technology and need custom packaging for protection. To get your items to you as fast as possible, each product ships out the moment it is ready.

How to track your items

• Check your email: You will receive a unique tracking number for every package dispatched.
• Monitor delivery timelines: Since items may ship from different locations, they may arrive one or two days apart.
• Review your order status: If your order history shows multiple tracking links, some pieces are still likely in transit.

Still missing something?

If all of your tracking numbers are marked “Delivered”, yet you are still missing an item listed on your packing slip, please reach out to our support team with your order number. We will investigate and resolve this for you.

International & Domestic Shipping

We are excited to bring our products to your doorstep, whether you are across the street or across the ocean. Below are our current delivery regions:

Global Destinations

• North America: Canada
• Europe: United Kingdom, Ireland, Austria, Belgium, Finland, France, Germany, Italy, Netherlands, Portugal, and Spain
• Oceania: Australia

Domestic & Specialized Shipping

Within the United States, we cover:

• All 50 States: Including Alaska and Hawaii
• Military Addresses: APO, FPO, and DPO locations
• P.O. Boxes

Can I get my order expedited?

Expedited production and shipping may be available upon request. Please contact us before placing your order to review available options and applicable fees.

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PAYMENTS

Payment Options

We want to make your checkout experience as smooth as possible. Here are the ways you can pay:

• Major Credit & Debit Cards: We accept Visa, Mastercard, and American Express. Any debit card featuring a Visa or Mastercard logo is also welcome.
• Digital Wallets: For a faster checkout, we support PayPal.
• Accelerated Checkout: Depending on your device and browser, you may also see options for Apple Pay, Google Pay.

Is My Payment Information Safe?

Absolutely. We prioritize your financial security by using industry‑leading encryption and processing standards. Here is how we keep your data protected:

• Bank‑Grade Security: Our store is powered by Shopify, which holds PCI DSS Level 1 certification — the same rigorous security standard adopted by major global banks to protect sensitive data.
• End‑to‑End Encryption: During checkout, your payment details are scrambled using advanced encryption. This ensures your information remains unreadable to hackers or third parties.
• Privacy‑First Processing: We never view or store your full credit card number. Only the last four digits and payment type are retained for order reference; all other payment handling is completed entirely by our secure payment provider.
• Added Buyer Protection: When using trusted gateways such as PayPal, your transaction may qualify for PayPal Purchase Protection for additional peace of mind.

The Bottom Line: You can shop with confidence knowing your personal and financial details are protected by today’s highest‑level web security standards.

How We Protect Your Privacy

Your security is our top priority. We use industry‑leading encryption to safeguard your personal details during checkout, and store all customer data within a highly secure environment. Most importantly, we never sell your personal information to third parties.

Our Commitment to You

• Secure Transactions: Your sensitive data is encrypted the moment you hit “purchase”.
• Data Integrity: We maintain strict internal protocols to keep your information private.
• Zero Data Selling: Your information belongs to you; we do not treat it as a commodity.

For full details about our data collection, usage, and security protocols, please review our complete Privacy Policy.

Troubleshooting Your Payment

If your transaction did not go through, don’t worry — this can usually be resolved quickly. Follow these steps:

• Verify Your Info: Double‑check that your card number, CVV, and expiration date are accurate. Confirm your billing address matches exactly the record held by your bank.
• Check Your Balance: Confirm sufficient funds or available credit for the purchase amount.
• Contact Your Bank: Banks occasionally block online or international payments as a security precaution. A quick call to your financial institution can often release the temporary hold.
• Try an Alternative: If issues persist, use a different credit card or select PayPal at checkout.

When will my payment be processed?

Your payment is processed immediately at checkout.

As soon as your transaction is confirmed, your order moves directly into production. Shortly after purchase, we will send a confirmation email containing all your order details.

Understanding Your International Transaction Fee

If you notice a small “foreign transaction fee” on your bank statement, here is a quick breakdown of what this means for your order:

Who charged this fee?

This fee is issued directly by your bank or credit‑card provider, not by Joyinking.

Why did it happen?

Joyinking is a global brand serving customers across North America, Europe, Australia, and Asia. To streamline international billing, payments are processed through our central entity in Hong Kong.

Even when paying in your local currency, some banks treat payments processed outside your home country as international transactions and apply foreign‑processing surcharges.

Will this affect my delivery?

Not at all. This fee is purely a banking charge and does not alter your order status.

• Production: Your items will be crafted and packed according to the original schedule.
• Local Shipping: To ensure the fastest delivery, we ship from the facility closest to you:
  • USA: Most orders are produced and shipped from within the United States.
  • International: Canvas prints are fulfilled from our regional hubs in Canada, the UK, Spain, or Australia.

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RETURNS & REFUNDS

What is your return and refund policy?

We want you to love what you ordered. Since our products are custom‑made to your specifications, our policy differs slightly from traditional retail.

When We've Got You Covered

If your item arrives in any of the following conditions, we will resolve the issue right away. You may choose either a free replacement or a full refund:

• Damaged or defective
• Misprinted
• Incorrect item received

Because every item is made‑to‑order exclusively for you, we cannot accept returns or exchanges for:

• Change of mind
• Customer‑selection errors (for example: ordering the wrong size, color, or device model)

For full terms and additional details, please visit our complete Return & Refund Policy page.

Received a Damaged or Incorrect Item?

If your order arrives damaged, defective, or does not match what you ordered, you do not need to mail the item back to us. We aim to correct this as quickly as possible.

How to Start Your Claim

Please email our support team at care@joyinking.com within 30 days of delivery. To speed up review, include all of the information below:

• Order Number: Found inside your confirmation email
• Issue Description: A short summary describing the problem
• Photo Evidence: Attach clear photos showing:
  1. The specific defect or damaged area
  2. The full product
  3. Original packaging and shipping label
• For Phone Cases: A screenshot from your device Settings menu showing the exact device model name / number

What Happens Next?

Once your email is received, our team will review your submission. If your case qualifies under our Return & Refund Policy, we will arrange a free replacement or full refund immediately.

Oops, I ordered the wrong thing! What now?

Mistakes happen. If you realize you have selected the wrong size, color, or device model, here is how we can assist you.

The “Quick Change” Window

Contact us immediately. You have a 2‑hour window after purchase, before your order enters production. Within this period we can usually update:

• Size, color, or design
• Product model
• Shipping address

Once Production Begins

Once your order enters production, ships out, or is delivered, we cannot edit the order, issue refunds, or provide free replacements for customer‑selection errors.

The “Silver Lining” Discount

If the 2‑hour window has passed but you would still like to receive the correct item: we offer a low‑cost at‑cost replacement option.

• At‑Cost Pricing: You pay only our actual printing and shipping cost for the new item; we make zero profit on this replacement order.
• No Returns Required: You may keep, gift, or donate your original incorrect item; you are not required to send it back.

Digital Products — Refund Policy

Digital downloads are non‑refundable once downloaded. No refunds will be granted for accidental purchases of digital products prior to download.

If your downloaded files are corrupted or missing, contact us for a free file replacement or correction.

Can returns be denied due to suspected abuse of the policy?

We hope you are satisfied with every purchase. To maintain fair pricing for all customers, we reserve the right to decline return claims in cases of suspected policy abuse, such as frequent or systematic return requests. All claims must also adhere to our 30‑day post‑delivery claim window. Thank you for helping us keep our policy fair for everyone.

Refund Timing & Expectations

Wondering when funds will appear back in your account? Below is the timeline after your refund application has been approved:

1. Internal Processing

   We initiate the refund transfer to your original payment method within 7 business days. This window covers our internal administrative work.

2. Provider Processing

   Once funds leave our system, your financial institution processes the transfer. Time for funds to show in your account varies by provider:

   • Banks & Credit Cards: Typically 3‑5 business days
   • Digital Wallets (e.g., PayPal): Processing timelines depend on the platform.

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Supplementary Frequently Asked Questions (Newly Added)

Q: How can I update my email address or account details?

A: Please email care@joyinking.com with your existing order number and the updated information you wish to apply. Our team will make adjustments for you.

Q: Will my uploaded custom artwork or photos be kept on file?

A: Custom‑uploaded artwork and photos are only retained to fulfil your made‑to‑order production. We do not store your custom image files for long‑term marketing or third‑party sharing. For more information please read our Privacy Policy.

Q: What happens if a replacement item also arrives damaged?

A: If your replacement item arrives defective or damaged, please submit a new claim within 30 days of receiving the replacement. Include your order number and new photo evidence, and we will arrange another remedy for you.

Q: Where can I find information about product materials?

A: Each product page lists material specifications for the corresponding item. If you have further material‑related questions that are not covered on the product page, feel free to email our support team.