Shipping policy

Processing & Orders

Free shipping and delivery addresses

Free shipping applies at a merchandise subtotal of $120 CAD for Canada, $120 USD for the United States or $120 AUD for Australia, after all discounts and before shipping and taxes. Discounts can bring an order below the threshold.

Free shipping is not currently available for New Zealand orders. Shipping rates for New Zealand are calculated at checkout.

Each order has one delivery address; we cannot split an order across multiple addresses or combine separate orders to qualify.

Preorders and order changes

Each preorder product page shows its estimated shipping window. This is an estimate of dispatch; delivery time follows. Orders containing preorders and in-stock items ship together when all items are ready.

While your preorder is waiting to ship, contact us with your order number to add items with no additional shipping cost or to correct your delivery address. Wait for our team to confirm the change. Changes cannot be guaranteed once fulfilment has started.

Processing Time

For in-stock orders, our standard processing time is 2–5 business days, excluding weekends and holidays. Once processed, shipping generally takes an additional 5–15 business days. International delivery, including to New Zealand, may take longer depending on the carrier and customs processing.

Delays

As a small family-owned business, there may occasionally be processing delays. Rest assured, we're dedicated to fulfilling your order as quickly as possible.

Order Status

If you're wondering about your order, feel free to check your tracking link for the latest updates. If you still need assistance, the best way to reach us is to chat with us or send us a note with your order number. We'll be happy to help!

Shipping Regions & Rates

We currently ship to the United States (including Puerto Rico), Canada, Australia and New Zealand.

These rates are general ranges and may vary by product weight and destination. In the United States, Canada and Australia, the standard shipping ranges apply to orders below the applicable $120 free-shipping threshold. For the most accurate cost and available shipping methods, please use the shipping calculator at checkout.

New Zealand shipping: We deliver to New Zealand, with shipping rates calculated at checkout based on your order and delivery address. Our $120 free-shipping offer does not currently apply. Delivery times may vary due to international transit and customs clearance. Import duties, taxes or carrier handling fees may apply, and any charges not collected at checkout are the customer's responsibility.

EU & UK shipping: Shipping to the European Union and United Kingdom is temporarily paused while we review applicable regional compliance requirements. We hope to resume shipping once this work is complete.

Undelivered Orders

If your order tracking status shows 'Delivered,' but you haven't received your order, we recommend taking the following steps:

• Contact the shipping provider immediately for assistance in locating your package.
• If the shipping provider cannot locate your package, please initiate a claim with them as soon as possible.

Lost, Stolen, or Damaged Parcels

We take great care in packaging your order for safe travel. If a parcel is lost or damaged in transit before delivery, contact us promptly with your order number so we can help with the carrier investigation.

If your parcel is lost, stolen, or arrives damaged, here's what you can do:

1. Contact the shipping provider immediately for assistance.
2. If they cannot locate or resolve the issue, please file a claim with them right away.

We'll always do our best to support you through the process.

Want extra peace of mind? Add Shipping Protection at checkout for $2.95. It covers packages lost or damaged in transit and packages stolen after the carrier confirms delivery. See what's covered.

Incorrect Addresses

Please ensure that your shipping address is accurate during checkout to avoid delivery issues. If you have provided an incorrect address, and your package is returned to us, you will be responsible for covering the reshipping fees.

Tracking & Delivery Issue Timeframe

For missing, incorrect or damaged items, contact us promptly with your order number, the affected item, a description and clear photos. Keep the packaging during review.

Optional Shipping Protection has separate claim windows: within 14 days of the delivery date shown in tracking, or within 30 days of the estimated delivery date if tracking never shows delivery. See the coverage and claim instructions.

For domestic shipments, any delivery-related concerns must be reported within 60 days from the shipment date.

For international shipments, delivery-related concerns must be reported within 90 days from the shipment date.

Claims submitted outside these timeframes may not be eligible for carrier investigation or resolution.

Shipping and Delivery

When you purchase goods from our Site, the goods will be delivered through one of the following methods:

• Standard delivery by post or courier, or
• Express delivery by post or courier as chosen by the customer.

Delivery will take place as soon as reasonably possible, depending on the delivery method selected. Delivery times may vary due to unforeseen circumstances. Please note that delivery times do not include weekends and statutory holidays.

Delivery charges apply unless your order qualifies for free shipping or another promotion.

We ship to the United States (including Puerto Rico), Canada, Australia and New Zealand. Applicable sales taxes collected by Joeydolls and shipping charges are shown at checkout. Pickup is not available.

You are required to provide us with a complete and accurate delivery address, including the name of the recipient. We are not liable for the delivery of your goods to the wrong address or wrong person as a result of you providing us with inaccurate or incomplete information.

Orders are shipped by post or courier using the shipping method available or selected at checkout. Estimated delivery times are provided as a guide only and may vary due to carrier delays, weather, customs, holidays, or other circumstances outside our reasonable control.

Shipping charges, if applicable, will be displayed at checkout. Promotional or threshold-based free shipping may be available from time to time.

Customers are responsible for providing a complete and accurate delivery address, including the recipient's name, unit or apartment number where applicable, postal or ZIP code, and any other information reasonably required for delivery. Joeydolls is not responsible for delays, failed deliveries, or deliveries to an incorrect location resulting from inaccurate or incomplete information provided by the customer.

Unless otherwise arranged before shipment, orders are shipped without a signature requirement. Customers who require signature confirmation or have concerns about package security should contact us before the order is shipped to determine whether an alternative delivery option is available. Additional charges may apply.

A shipment will generally be considered delivered when the shipping carrier records the package as delivered to the delivery address provided by the customer at checkout. Carrier tracking records, delivery scans, photographs, GPS information, signature records where applicable, and other carrier documentation may be used to confirm delivery.

Customers are responsible for ensuring that packages can be received securely at the delivery address provided. Except where required by applicable law, Joeydolls is not responsible for packages that are lost, stolen, misplaced, or otherwise unavailable after the carrier has confirmed delivery to the address provided at checkout.

If a package cannot be located after confirmed delivery, customers should contact Joeydolls as soon as possible. We will make reasonable efforts to assist by reviewing tracking information and available Proof of Delivery and, where appropriate, contacting or assisting with an investigation through the shipping carrier. Any carrier claim or reimbursement remains subject to the carrier's own eligibility requirements, investigation, and decision.

As part of a missing-package investigation, we may ask the customer to check the delivery area, household members, neighbours, building management, concierge or front desk, parcel lockers, and other locations where the carrier may reasonably have left the shipment.

Where available, we may also ask the customer to voluntarily provide information that could assist in determining what occurred after delivery, including doorbell camera footage, building security footage, concierge or front-desk records, or other relevant delivery information. Providing this information is voluntary, but where available it may help Joeydolls and the carrier investigate the matter and may expedite resolution.

If tracking or other evidence indicates that a package was delivered but the customer believes it was stolen after delivery, the customer may also be advised to report the matter to building management, the carrier, local authorities, their credit card or insurance provider, or another appropriate party where theft protection may apply.

If carrier records indicate that the shipment was delivered to an address different from the address provided by the customer, or if the carrier otherwise confirms a delivery error, Joeydolls will work with the customer and carrier toward an appropriate resolution.

No duties or tariffs are charged to customers for Joeydolls deliveries to the United States, Canada and Australia. This does not extend to New Zealand, where applicable import duties, taxes or carrier handling fees not collected at checkout are the customer's responsibility.

Nothing in this section limits any rights or remedies that cannot legally be excluded under applicable consumer protection law.