Straight answers to the questions we actually get. If yours is not here, email us from the Contact page and we will answer within one business day.
Ordering
How do I know my order went through?
You get a confirmation email within a few minutes. If it has not arrived after an hour, check your spam folder, then email us with the name and address you used and we will look it up.
Can I change my address after ordering?
Yes, if the parcel has not shipped. Email us within 24 hours with the corrected address. Once a parcel leaves the warehouse the address is fixed and cannot be changed by us or by the carrier.
Can I cancel?
Email us within 24 hours of placing the order and we cancel it and refund you in full, as long as it has not shipped.
Is there a minimum order?
No. Standard shipping is $7.95. Orders of $60 or more ship free.
Shipping and delivery
How long will my order take?
Orders are processed in 3–5 business days. Shipping takes 8–12 business days after processing. Most orders arrive within 11–17 business days. Orders placed after 4:00 PM ET are processed the next business day.
Why does my order ship from China?
Because that is where our supplier's warehouse is. Jollyhubs is operated by TMN Group Limited, a company registered in Hong Kong, and stock is held and packed in China. We do not hold inventory in the United States, so we do not advertise domestic warehouse speeds. The 11–17 business day range on this site is the real range for a parcel travelling that route.
Where do you deliver?
We ship to all 50 states, Washington DC, Puerto Rico and APO/FPO addresses. We do not ship outside the United States.
Why is my tracking not updating?
Tracking usually starts moving 24 to 48 hours after you get the shipping email, once the carrier scans the parcel into its network. There is also a quiet stretch in the middle of the journey while the parcel is in transit between countries. If nothing has moved for more than seven business days, email us and we will open a trace.
Do you offer express shipping?
No. We offer one shipping speed.
Customs, duties, and fees
Will I pay customs or duties on delivery?
No. Any import duties or customs charges are paid by us before the parcel is released to the domestic carrier. The total you agreed to at checkout is the total you owe. Nothing is due on delivery.
What if a courier asks me to pay a fee to release my parcel?
Do not pay it. Email us first with a screenshot or a photo of the request. We will confirm whether it is genuine. Fee-demand texts and emails that copy carrier branding are a common scam, and because we ship on delivered-duty-paid terms there should never be money owed at your door.
Do you mark parcels as gifts to lower the duty?
No. Misdeclaring the contents or the value of a shipment is illegal, and the risk would land on you as the recipient rather than on us.
Returns and refunds
Do I have to return items to China?
No. Returns are handled at our returns center in Elizabeth, New Jersey. You send the parcel to a domestic address using a label we email you. Never send a return to our Hong Kong registered office, which is a company registration address and cannot process returns.
How long do I have?
You have 30 days from the delivery date to start a return or an exchange.
Do I have to pay to send it back?
No. We send you a prepaid return label to download and print. Return shipping is free. We do not charge a restocking fee.
Can I swap for a different size or color instead of a refund?
Yes. We accept exchanges, including a different size or color. Tell us what you want when you start the return.
What condition does the item need to be in?
Items must be new and unused, with tags and original packaging.
When do I get my money?
We issue your refund within 7 business days after your return arrives at our returns center. Your bank then takes another 3 to 10 business days to show it on your statement.
Payment, contact, and privacy
What currency are prices in?
All prices and all charges are in United States dollars.
Why did my bank add a small fee?
Some United States card issuers add a foreign transaction fee, often around 3 percent, when the merchant's payment processor sits outside the United States. That fee is charged by your bank, not by us, and we do not receive any part of it. Cards with no foreign transaction fee are not charged it.
Why is there no phone number on your site?
Because there is nobody sitting at a phone desk, and we would rather say so than list a number that rings out. Email is our only support channel and we answer within one business day, Monday to Friday, 9:00 AM to 5:00 PM ET.
Do you sell my personal information?
No. See our Privacy Policy and our Do Not Sell or Share page for how to exercise your rights.
Where is the company registered?
TMN Group Limited, Suite C, Level 7, World Trust Tower, 50 Stanley Street, Central, Hong Kong. That is our registered office, not a shop and not a warehouse.