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Customer Help

Our happiness team is always here to assist.

Welcome to our Customer Help Center. This page is designed for customers who have already placed an order with JetoyUSA. Here you’ll find clear guidance on tracking your order, understanding our made-to-order process, and getting help with shipping, payments, or any potential issues with your purchase.

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Order Tracking & Order Status

How to Track Your Order

  1. Locate your order confirmation email (sent immediately after purchase)
  2. Visit our order tracking page
  3. Enter your order number and email address
  4. View your current order status and shipping updates

Understanding Your Order Status

  • Processing (1-2 business days): Your order is being prepared for production
  • In Production: Your custom item is being printed and assembled
  • Shipped: Your order is on its way (tracking active within 24-48 hours)
  • Delivered: Your package has been marked as delivered by the carrier

When Tracking Becomes Active

Your tracking number will be activated and emailed to you within 24-48 hours after your order ships. Until then, your tracking may show as “pending” or “label created” – this is normal during our 1-2 day processing period.

No Tracking Updates?

If your tracking hasn’t updated in more than 3 business days:

  1. Check for any local carrier service alerts in your area
  2. Verify you’re checking the correct tracking number
  3. Wait 1 additional business day (some updates take 24-48 hours)
  4. If still no update, contact support with your order number

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Production & Processing Help

Why Your Items Are Made-to-Order

Every product we sell is custom-created specifically for your order after checkout:

  • We don’t maintain pre-made inventory
  • Your item is printed and assembled just for you
  • Production begins shortly after payment confirmation
  • This process ensures you get exactly what you ordered

What Happens After Payment

  1. Payment verification (completed within hours)
  2. Order enters production queue (within 1-2 business days)
  3. Custom printing and assembly (2-3 business days)
  4. Quality check and packaging
  5. Handed to carrier with tracking (4-7 business days transit)

Why Changes Aren’t Possible After Production

Once your order enters production (after the 24-hour window):

  • Your custom design is already being printed
  • Materials have been allocated specifically for your order
  • Production equipment is configured for your unique items
  • Stopping production would create waste and delays

This is why we encourage careful review before completing your purchase.

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Shipping & Delivery Help

If Your Delivery Is Delayed

  1. First check your tracking for the most recent update
  2. Verify there are no carrier alerts for your area
  3. Allow 1 additional business day beyond the estimated delivery
  4. Check with neighbors in case of misdelivery
  5. If still delayed after 48 hours past due date, contact support

Understanding Carrier Delays

Common reasons for shipping delays:

  • High shipment volumes (especially during holidays)
  • Weather conditions affecting transit routes
  • Local carrier facility processing times
  • Incorrect or incomplete address information

For the most current information, check your carrier’s website for service alerts in your area.

Marked “Delivered” But Not Received?

  1. Check with everyone at your address
  2. Look in all possible delivery locations (porches, mailrooms, garages)
  3. Ask neighbors if they received it by mistake
  4. Check with your local post office or carrier depot
  5. Wait 24 hours in case of delivery scan delays
  6. If still missing, contact us with your order number

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Payment & Checkout Help

If Your PayPal Payment Fails

  1. Double-check all payment information
  2. Contact your bank to verify no restrictions
  3. Try a different payment method through PayPal
  4. Use PayPal’s guest checkout for card payments
  5. If issues persist, contact support with the error message

PayPal vs. PayPal Guest Checkout

You have two secure payment options:

  • PayPal Account: Log in to pay with your balance, linked bank, or saved cards
  • Guest Checkout: Pay with any debit/credit card without creating an account

Both options process through PayPal’s secure system. For more details, visit our payment information page.

Pending or Duplicate Charges

If you see:

  • Pending charge: Normal authorization hold that will complete within 1-3 days or be released
  • Duplicate charges: Check if one is still pending. If both complete, contact us immediately

Card charges will appear as “PAYPAL JetoyUSA” on your statement.

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Returns & Refund Process

What Qualifies as Defective

We consider items defective if they have:

  • Printing errors (blurry, misaligned, wrong design)
  • Manufacturing flaws (seam issues, fabric defects)
  • Physical damage that occurred before delivery
  • Incorrect item shipped due to our error

How to Report an Issue

  1. Take clear, well-lit photos showing the problem
  2. Locate your order number (from confirmation email)
  3. Email us at support@jetoyusa.com with:
    • Your order number
    • The problem photos
    • Detailed description of the issue
  4. Wait for our response (typically within 1 business day)

After Approval

If your return is approved:

  • We’ll provide return instructions if needed
  • For defective items, we’ll offer replacement if available
  • If replacement isn’t possible, we’ll process a refund
  • You’ll receive confirmation when complete

For complete eligibility details, see our returns policy.

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Common Scenarios & Solutions

If You Entered the Wrong Address

Then:

  1. Contact us immediately if within 24 hours of purchase
  2. If after 24 hours, we’ll try but can’t guarantee changes
  3. If already shipped, you may need to:
    • Arrange redelivery with the carrier
    • Have it returned to us (at your expense) for reshipping

If Your Package Is Delayed

Then:

  1. Check tracking for updates
  2. Allow 1 extra business day beyond estimated delivery
  3. Check carrier website for local delays
  4. If still delayed after 48 hours past due date, contact us

If You Received the Wrong or Defective Item

Then:

  1. Take clear photos of the issue
  2. Email us within 30 days of delivery with:
    • Your order number
    • The problem photos
    • Description of what’s wrong
  3. Wait for our instructions (response within 1 business day)

If Tracking Hasn’t Updated

Then:

  1. Wait 24-48 hours (some updates take time)
  2. Check for carrier alerts in your area
  3. Verify your tracking number is correct
  4. If no update after 3 business days, contact us

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Contacting Customer Support

When to Contact Us

Please reach out if:

  • Your order status hasn’t updated in 3+ business days
  • You received a damaged or incorrect item
  • Tracking shows “delivered” but you haven’t received it
  • You’re having payment issues preventing checkout
  • You have questions about our products or processes

Information to Prepare

To help us assist you quickly:

  • Your order number (from confirmation email)
  • Clear description of your issue
  • Relevant photos (for product issues)
  • Your preferred solution (if applicable)

Our Response Time

We typically respond to emails within one business day, Monday through Friday. During peak periods, responses may take slightly longer, but we’ll get back to you as quickly as possible.

How to Contact Us

The best way to reach us is by email at support@jetoyusa.com. For order status, you can also check our order tracking page anytime.

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