Refund and Return Policy

We realize that sometimes things don’t work out and we’d love to take back any and everything that isn’t a good fit for your baby or kid!

We will always replace or repair damaged or defective items at no cost to you. We will always take care of your products under warranty 

Return requests for non-defective reasons, if authorized, are subject to shipping & restocking fees payable by the customer. Made-To-Order, Sale items & some other item types meantioned below are impossible to return

 We are here to assist you in every way before and after you buy.

21-DAY RETURN POLICY

Return Requests must be made within seven (7) days of receipt of delivered merchandise, and if authorized, must be returned (shipped) within fourteen (14) days after authorization date and up to 21 days from the date of delivery.

All returns must be packed in the original packaging and include any original documentation.

No returns will be accepted without prior written authorization and documentation.  Items must be in the original condition and packaging (do not assemble or modify in any way) with the return shipping label attached. Items returned in anything other than the original intact packaging, without prior authorization, will be refused. 

Please do not write on the box or a re-box fee may apply.

TYPES OF RETURNS/REPLACEMENTS

DAMAGED OR INCOMPLETE SHIPMENTS:

In case of visible damage to any box, note “DAMAGED SHIPMENT” on the freight bill, and contact us at once with pictures. If part of the order appears to be missing, note “INCOMPLETE SHIPMENT” on the freight bill and contact us. 

Please do not reject shipments & do not return shipments to sender!

Anything Returned-To-Sender will be refused, and we cannot be held responsible for any items returned in this manner.

WRONG OR DEFECTIVE RETURNS:

If you discover your item has something defective/missing send us photos that explain the problem. Usually we can repair or replace a part without needing to replace the entire item.

NON-DEFECTIVE RETURNS

Return for non-Defective reasons such as:changing your mind, bought by mistake, no longer needed, better price available, item arrived too early or too late, item arrived not as expected etc. cannot be fully covered as they can be quite subjective. In this case JJ may still grant a return, but just cannot pay to ship it back.

Once we authorize a non-defective return, the total credit amount will have return shipping costs deducted, and may also be subject to restocking fees of up to25%. Item(s) MUST be received: 

• In the original condition and packaging;
• At the correct return address confirmed by us;
• With the supplied RMA#documentation & Return shipping label, and within 14 days of authorization and no after 21 days of delivery. 

We highly recommend that you send your package in a manner that is trackable such as UPS or FedEx with Delivery Confirmation to ensure receipt of your return, or purchasing shipping insurance. If the return is lost or damaged in transit, we cannot grant any credit; it would be the customer’s responsibility to file a claim with the carrier.

CANCELLATIONS

Due to our marketplace model, we cannot guarantee any cancellations or changes once your order has been completed, but we are sometimes able to make changes to orders that have not yet been shipped. 

If you want to cancel or make changes to your order, please reach out to our support team at customercare@joyjunior.com.

Orders that have already shipped cannot be changed or cancelled.

Please note that due to the curated nature of the items we carry we will NOT be able to accept  order cancellations or returns for for any of the below mentioned items:

NON-RETURNABLE GOODS:

• Sale items:
• Only regular priced item(s) may be refunded, unfortunately sale item(s) cannot be refunded and returned. Sale item(s) may be replaced with the same item(s) if they are defective or damaged when received
• Discontinued items;
• Special custom-made items;
• Items for which manufacturers will not accept returns;
• Open units, and/or units which require re-packaging;
• Units in an unsuitable resale condition;
• Goods marked final sale.

 HOW TO PROCESS A RETURN:

To determine if your item is eligible, please see the individual product listing where your order was placed.

In order to initiate a return, you will need your Order Number. You can look for the email confirmation you received when you placed your order, or visit your Order History Page if you have an account. 

If you are having trouble finding your Order Number, we are here to help! Contact our Customer Care team from Monday through Friday between 9:00 a.m. and 4:00 p.m. ET.

2.  Contact Joy Junior Customer Care by email at customercare@joyjunior.com including your order number, the items you are returning and the reason for your return. In case of a defective return you will be asked to provide photos of the damaged/defective item(s)

3. Please allow 24-48 hours for your return to be approved. Resolution, instructions, #RMA & ship to address will be sent to you by email.

4. To proceed with shipping, please package your unworn, undamaged items, with the security tag still attached, in the original box it was sent in, and affix a return label. Please let us know if you need assistance with the return label.

Returned items must be reported within 7 days &  shipped back – i.e., picked up or processed by a mail carrier – within 14 days of receipt.

• To arrange a collection with UPS:

Contact your local service center at +1 800-823-7459 or drop off at your local UPS facility and we will send you the documents directly

• To arrange a collection with FEDEX:

Contact your local service center at +1 800-463-3339 or drop off at your local FedEx facility and we will send you the documents directly. 

• Freight service:

Items meeting a specified weight/dimension criteria will ship via freight service—the carrier will contact you to schedule a pickup.

RECEIVING YOUR REFUND:

Refunds will be processed back to your original form of payment.

If you are a gift recipient and need to make a return, then we will refund you in the form of Joy Junior STORE CREDIT for any future purchases on our site.

If you have not received a refund yet, first check your bank account. Then contact your credit card company. Next contact your bank. There is often some processing time before a refund is posted.

If you have done all of this and you still have not received your refund yet, please contact us at customercare@joyjunior.com.