1.EXPECTED Shipping and Receiving ORDERS PROCESSING TIMES?
All orders are processed within 3-4 business days. Orders will then be shipped with the average shipping time being between 5-7 business days. Tracking information will be sent automatically once the order is processed. Please allow courtesy for the shipping carriers at this time due to the global pandemic. Due to covid-19 USPS delays, please prepare for potential unexpected delays once the shipment is delivered to the shipping carriers. For any excessive delays or holds email us at email@example.com and/or call us at +1 (818-839-8792) between 9:00am to 5:00 PST with your name and order number. Also, reach out to USPS with your tracking information.
2.Do you ship internationally?
We currently ship only within the United States, but will be expanding worldwide very soon. Currently, Janella D only ships to all 50 states within the United States of America. Sign up for our email newsletter for future updates regarding expanding to other countries.
3.What shipping carrier(s) do you use?
We ship directly with USPS via priority mail and USPS first class mail only. As we expand our shipping to other countries, this list will expand.
4.MY TRACKING INFORMATION NEVER ARRIVED, WHAT DO I DO? WHO DO I CONTACT FOR MY TRACKING NUMBER?
If you did not receive any tracking numbers and it has been past 3 business days, please first check your online Janella D account and verify your email address on file is correct. Second, email us at: firstname.lastname@example.org with your name and order number so that we can check our systems to ensure payment cleared, and no holds occurred, and will verify your email to send you your tracking number for you order. Please allow 1 business day for a response.
5. Products arrived damaged, what do I do?
Due to covid-19 our returns policy is very strict. However, we understand that accidents occur during transit as some of our products ship in glass containers. For a refund or replacement on any products that arrive damaged/broken, please send your name, order number, and a photo(s) of the damaged products to: email@example.com. Specify if you would like a refund, or if you would like a replacement product sent (we will not under any circumstances refund and send a replacement product its either or). There will be no refund nor replacement product sent without photographic proof of the damaged/broken product(s). When the consumer chooses a refund instead of a replacement, allow 1 business day for Janella D processing (if processed after 3:00pm PST), and 3-5 business days for your bank to fully refund as standard banking procedure.
Please note that the original shipping and handling fees are non-refundable, refundable, or reimbursable under any circumstances. Any approved refunds will be returned to the original card on file.
6. My tracking shows the product as delivered, but it has not arrived; Package was lost or stolen?
Contact your local USPS post office with your tracking information to locate your packages and email us at firstname.lastname@example.org with your name and order number so that we are aware and can contact the carrier as well. Janella D mails out all active paid completed orders, and once the package is with the carrier (USPS), the responsibility then shifts between consumer & carrier (USPS). We do not assume nor carry any responsibility regarding any STOLEN packages nor packages marked as DELIVERED under any circumstances. Packages that are marked delivered but stolen are non-refundable.
7. CAN I EXCHANGE MY PRODUCT?
Due to the nature of the products and the current pandemic, we are currently not allowing any product exchanges. All sales are final.
8. I RECEIVED THE WRONG PRODUCT?
Contact us immediately typically within 1-2 days via email at: email@example.com with your name, and order number and a photo of the products received in box. Please let us know if you would like a product refund, or a replacement shipped to you. If emailed before our 3:00pm PST processing time, we will ship your product same day, if contacted after 3:00pm PST, we will ship the correct replacement products next business day. However, if no contact is made to firstname.lastname@example.org, and no photos provided no refund will be processed, nor replacement sent.
10. RETURN Policy?
Our Returns Policy can be located here: Return Policy