Our fulfillment center is still operating as normal until further notice. Due to the unfortunate circumstances regarding COVID-19, your order might experience a processing and shipping delay. We apologize for any inconvenience. We are taking the required steps by the CDC to ensure the safety of our employees and customers from the spread of infection. Please reach out to our customer service team through email or via Live Chat should you have any questions or concerns during this time.
We are pleased to offer contactless curbside pick-up for our local customers, free of charge.
How do I place an order for pick-up?
Our team is available to assist you via chat, email, or phone. Monday – Friday, between 9a – 1p pst.
Chat: Icon located at bottom right hand corner of your screen
Phone (Curbside only): (818) 850-0478
How long does it take to process my order?
It can take up to an hour to process an order. We are taking the required steps by the CDC to ensure the safety of our employees and customers from the spread of infection.
How will I know my order is ready?
You will receive a Shipping Confirmation email when your order is ready.
When can I pick up my order?
Monday – Friday, between 9a – 4p pst. *Excludes US holidays.
Your order will be available for pick-up for 72 hours. Any unclaimed orders, thereafter, will be restocked and a full refund will be issued.
If you are unable to pick-up your order in the time frame mentioned above, please contact customer service.Where do I pick-up my order?
The pick-up location will be the ‘shipping address’ indicated on both Order and Shipping Confirmation emails you receive.
*Please bring a valid ID
*Upon arrival, park in a designated spot and call or text (818) 850-0478. A gloved and masked team member will bring your order to you. For your safety, please remain in your vehicle.
Our warehouse is located at:19801 Nordhoff Place, #111
What if I need to make a return?
For returns and exchanges, please visit our Returns/Exchange page for more information or see link below:
All orders are processed within 3-5 business days of receipt. Orders placed on Friday after 10:00 A.M. PST, Saturday and Sunday will be processed the following business week. All orders are subject to review prior to shipment. All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped.
ORDER CANCELLATION/ADDRESS CHANGES:
Our team hopes to accommodate a cancellation/change in address request, however it is not guaranteed due to the fluctuation of processing time. If able, we will proceed with your request. Please contact us as quickly as possible if a change is needed
Once an order is placed, we are unable to modify the order (add/remove products, change shades, etc.)
You can track the status of your order by logging into your Jouer account. Once orders have left our warehouse, the package is in the care of the postal handler. At this point, Jouer can no longer make any adjustments regarding the package.
To get the most up to date information regarding your tracking number, please contact:
USPS customer tracking: 1-800-222-1811
Fedex customer tracking: 1-800-463-3339
USPS delivery times are not guaranteed because the volume of mail fluctuates daily. All deliveries should be made by 5PM local time (unless there are unusual circumstances).
Please allow up to 3-5 business days to receive an email with tracking information. To ensure you receive your email, please add firstname.lastname@example.org to your mail client to prevent it from going into your spam folder.
Both USPS and Fedex recommend waiting 14 days of no movement before assuming a package is lost.
After 14 days please contact their customer service to find any additional information
USPS customer service: 1-800-275-8777
Fedex customer service: 1-800-463-3339
After contacting your appropriate shipping service, you can contact the Jouer customer service by email or phone to further look into your order.
DAMAGED OR MISSING ITEMS?
Upon receiving your package, please inspect your shipping box and the items inside for missing or damaged items. Jouer recommends customers to contact us within 7 days of receiving their package to notify us of any issues.
The shipping box may have normal wear from the transit process, as our packaging is designed to handle most of the bumps and scrapes along the way. However, if your order arrives damaged, please retain the shipping box, packing materials and original items on the order. Please reach out to Customer Service so we can better assist your needs.