FREQUENTLY ASKED QUESTIONS:

COVID-19 UPDATE

SHIPPING: Due to global health events beyond our control, DHL, USPS, FedEx, and more carriers are currently experiencing shipping delays. Your package may be held by the carrier for delivery at a later date while they work to keep safety top of mind. Please be sure to monitor your tracking details once your order has been shipped by our team, and reach out to the carrier for more details if your order is delayed.

RETURNS: To increase safety standards, received returns will be quarantined at our shipping facility for 1-5 Business Days before they are processed. Please allow at least 3 business days for your return to be processed by our team. Refunds will appear back to the original payment within 5-7 business days depending on your bank's clearance times.  

HOW DO I CHANGE OR MODIFY MY ORDER?

How to modify shipping address:

  1. For unshipped orders, you can contact our customer support team at support@itsjuliet.com, and if your order has not been shipped yet, we can change it.
  2. For already shipped orders, the shipping address CANNOT be changed.

How to modify size ordered:

  1. For paid, but unshipped orders, you may contact our customer support team at support@itsjuliet.com to change the size(s) of your item(s).
  2. For shipped orders, the size cannot be changed as it is already in transit. We recommend that you request a return or exchange after receiving your order.

HOW DO I TRACK MY ORDER?

  • Once your order leaves one of our warehouses, you will receive a shipping confirmation email including your tracking number and a link to track your package. 
  • Be sure to check your promotions or spam folder for this email if you can't find it. 
  • If you did not enter your email at checkout, you likely checked out with your mobile number. Please check your SMS. 
  • If you’d like to receive tracking updates via email and forgot to enter one at checkout, please contact our support team with the email address you would like to receive notifications to. 
  • Please note that processing times are currently up to 5 Business Days and it can take up to 24 hours to show updates with the tracking links. 

WHY IS MY ORDER IS DELAYED?

Our current cut-off times for all orders are 3:00pm PST, Monday through Friday. If you received a shipping confirmation email, then your order has been sent to the warehouse for processing. 

If your package exceeds the standard processing period, it's normally due to the fact that a particular item(s) requires a long processing time. As a smaller business, we are currently improving our processing times and we thank you for your patience. They are noted on the product pages and in our legal pages.

Carrier delays may occur due to COVID-19,weather, or other issues that may be out of our control. If you placed an order and have not received a shipping confirmation email from us, please reach out to our our customer support team at support@itsjuliet.com so we can provide you with one, as well as for more information.

 

WHERE DO YOU SHIP TO?

We ship all over the world with the exception of the following countries due to COVID-19 restrictions:

Algeria, Angola, Argentina, Azerbaijan, Bahamas, Bahrain, Bangladesh, Belize, Benin, Bermuda, Bhutan, Bolivia, Bonaire, Bosnia and Herzegowina, Botswana, British Virgin Islands, Brunei, Burkina Faso, Burundi, Cameroon, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, China, Congo - Kinshasa, Cook Islands, Costa Rica, Cuba, Curaçao, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, Eritrea, Estonia, Ethiopia, Faroe Island, Fiji, French Guiana, French Polynesia, Gambia, Ghana, Gibraltar, Grenada, Guadeloupe, Guatemala, Guinea-Bissau, Guyana, Haiti, India, Iran, Iraq, Italy, Ivory Coast, Jordan, Kenya, Kiribati, Kuwait, Kyrgyzstan, Laos, Lebanon, Lesotho, Liberia, Libya, Madagascar, Malawi, Maldives, Mali, Martinique, Mauritania, Mauritius, Mayotte, Mongolia, Morocco, Mozambique, Namibia, Nepal, New Caledonia, New Guinea, Niger, Nigeria, Norfolk Island, Oman, Pakistan, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Qatar, Republic of Moldova, Republic of Congo, Reunion Island, Russia, Rwanda, Saint Vincent and the Grenadines, Samoa, Sao Tomes and Principe, Saudi Arabia, Senegal, Seychelles, Sierra Leone, Sint Maarten, Solomon Islands, Somalia, Somaliland, South Africa, South Sudan, Sri Lanka, St. Kitts & Nevis, Sudan, Suriname, Swaziland, Tajikistan, Tanzania, Timor-Leste, Turkmenistan, UAE, Uganda, United Republic of Tanzania, Uruguay, Uzbekistan, Vanuatu, Venezuela, Western Sahara, Yemen, Zambia, Zimbabwe, Western Sahara

CAN MY ORDER BE SENT TO A PO BOX OR APO, FPO, DPO BOX?

Yes! For APO, FPO, DPO & PO Boxes in the continental US, please select standard shipping at checkout.

HOW LONG DOES IT TAKE TO DELIVER?

Please see our Shipping Info for updated delivery times, but typically it takes 7-10 Business Days with 1-5 Business Days of processing time. A majority of our warehouses do not work on the weekends. Your weekend order will begin processing on Monday.

WHY WAS  MY ORDER CANCELLED AND REFUNDED?

If this does occur, we will send you an email notification confirming the order cancellation and refund. Some reasons may be: 

  1. Your order was canceled automatically within 12 hours due to payment timeout.
  2. We may cancel your order if we didn't receive the documents used for verifying your payment as mentioned previously.
  3. If our system marked your order as fraudulent, it will immediately cancel and refund your order. You may try to place another order using a different method. This is to protect against credit card fraud and theft for your own benefit. 
  4. When items of your order are no longer available or sold out, we may cancel or refund your order. We will email you if the item is restocked. 

WHY IS MY ORDER STILL PROCESSING?

It typically takes 1-5 Business Days to process your order to ensure that the items pass strict quality inspection and disinfection before shipping. Once your order is shipped, you will receive a notification email with shipping/tracking information. Thank you for your patience.

WHY DID I NOT GET A CONFIRMATION EMAIL ABOUT MY ORDER?

You may have only added your phone number to checkout and not your email, as we allow you to do so via Guest checkout for your convenience. In this case, you can contact our customer service team at support@itsjuliet.com to add your email to your order. You will need to confirm your name, address and order number. A confirmation email will be sent once we have your email address updated in the system. We also recommend checking your Junk and Spam mail folder as well.

HOW DO I SUBMIT A COLLAB REQUEST?

Easy! Simply navigate to our Collabs page and complete the form. If it seems like a good fit for now or in the future, we'll be in touch!

WHICH PAYMENT METHODS DO YOU ACCEPT?

We accept all major credit and debits cards, as well as:

  • QUADPAY - Pay in 4 interest-free installments so that you can receive your items right away but pay over time! Afterpay is available to customers in the USA, Canada, and the UK.
  • Shop Pay - Shopify's express payment method
  • PayPal - Complete checkout in one step with PayPal express
  • Amazon Pay - Complete checkout with your address info and payment details already populated through your Amazon account.

WHEN DOES MY STORE CREDIT OR GIFT CARD EXPIRE?

You may use your store credit and gift card from the date it is issued until it is finished with no expiration date.