FREQUENTLY ASKED QUESTIONS
Your satisfaction is our priority! If anything’s not quite right with your order, please reach out and we’ll make it right. If you don’t find what you’re looking for below, our friendly support team is ready to assist—feel free to contact us anytime!
Ordering
How to check order status?
You can subscribe to our newsletter, and once your order is shipped, we'll send you a tracking number via email so you can easily track your order.
Can I cancel or adjust my order?
We do our best to fulfill orders as quickly as possible. Once your order is submitted it cannot be cancelled or changed. If you have any questions, please email us.
Why can’t I check out?
Sometimes, by the time you're ready to check out, one or more items in your cart may have sold out. To check, go to your cart and click on "View Cart." There, you’ll see all the items you've selected. If anything is no longer available, simply remove it, refresh, and you're all set to continue with your purchase!
Was my credit card charged twice?
When you place an order, your bank or PayPal may place a hold on your account to authorize the payment. This is just a temporary hold until we complete the order process. The charge is finalized when we begin processing your order for shipment. If the hold hasn’t been released yet, please contact your bank for more information.
Why isn't my promo code working?
Make sure the toys you've selected are part of the promotion (link to current promotion). Only one promo code can be applied per order, so double-check that your promo code is still valid.
How do I know my order was placed?
Once you've completed the checkout process, your order number should appear on the screen. If you missed it, don't worry—just check your inbox for the confirmation email. If you can’t find it there, be sure to check your spam folder.
Why does the order say it's closed but I have not received my shipment yet?
"Closed" simply means your order has been processed and shipped. Once the carrier has scanned the package, you should receive an email with the tracking.
Shipping & Returns
How do I get free shipping?
Please check our shipping policy and subscribe to our newsletter, we will let you know if there is a free shipping promotion.
How is shipping handled?
We offer same-day shipping on business days. Please allow our team up to 48 hours to assemble and package your order.
Your package is expected to arrive within 7–15 business days, depending on your location. Once your order is shipped, you will receive a confirmation email with a tracking number.
If your order has not arrived within 30 business days, please contact us so we can follow up with the courier.
Delivery Times
- North America, Western Europe: 7–15 business days
- Australia, New Zealand: 7–20 business days
- Other areas: 7-20 business days
Note: This does not include our 1–3 day order processing time.
How do I track my order?
We will send you the tracking number via email once the toys are shipped.
What is your return policy?
Please check our return policy
When will I receive my refund?
As soon as we have received and processed your return we will initiate a refund within 14 business days to the original form of payment. Your bank may require additional time to post this transaction to your account.
Gift Cards
What is a Gift Card?
A gift card is a prepaid card that can be used as payment for products in our store, allowing the recipient to shop up to the card’s value. It's a convenient way to give someone the freedom to choose their own items from a particular online store.
Can I return the gift card?
Unfortunately, we cannot accept returns on sale items or gift cards.
Do the Gift Cards ever expire?
Except by law, no. If there is value remaining on your e-Gift Card, it will not expire. There are no fees applied
Promotions & Deals
How do I use a promotional code?
At checkout, simply type the promotional code in the discount code field and select “Apply.”
How can I know the promotion?
Subscribe to our newsletter, we will email you when there is a big sale, promotion etc.
Limited Warranty
What does your limited warranty cover?
We have a 1 year return policy, which means you can request a return or exchange within 1 year of receiving your goods. We support returns due to product quality issues, returns due to unreasonable use of the product are not included. You’ll also need the receipt or proof of purchase.
What if an item was damaged in shipping?
If you have already accepted delivery and then find shipping damage, please contact us.
Quality & Compliance
Are Jellychest toys safe?
Our products are thoroughly tested to ensure the safety of your child.