💗 FAQS
- When will my order arrive?
Please allow up to approximately 2–3 weeks for your order to arrive.
Note: overseas orders could take longer to arrive
- Can we order more than one product?
Yes, you can order anything you want; there is no limit per client.
- I am an international customer, and I am not sure how much I'll be charged for a purchase.
- Do you refund shipping fees?
Shipping fees are non-refundable.
- How do I know my package has shipped and is on its way?
Once you place an order, you will receive an automatic confirmation email. Once your order has been processed and is leaving the warehouse, you will receive another automatic email with shipping information.
- I got my order, but an item is missing, defective, or not what I ordered. What do I do?
Once you receive your order, thoroughly check your delivered items immediately. If you believe an item is missing, defective, or not part of your order, you must contact us within two days of receiving it and let us know.
HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We answer messages and emails in the order they are received, and we try to respond as promptly as possible. We mostly reply within 24-72 hours of receiving a message or email.
Can I change my shipping address after my order has been placed?
Once an order is placed, our warehouse staff can pack and ship out your order within 24 hours, so it's not always possible to process address change requests. If you notice an error, please email us ASAP with your name and order # so we can try to make a correction(s) to your package before it departs. There's no guarantee we can make it, especially once it leaves our warehouse, but we'll do everything we can!
How long is the processing period?
Order processing times are between 3 and 8 business days after the day you place your order. Most packages are prepared within 24 hours, but if our warehouse is exceptionally backed up, processing times may go up to 8 business days following the day you place your order. If your order has been processing for more than 10 business days, please contact us at Support@jcpalaceco.com, and we'll help you.
PROCESSING AND SHIPPING TIMES?
Our warehouse processes and ships out all orders Mondays–Fridays (excluding major holidays). After placing your order, your package should be shipped out within 2~8 business days after your order is placed, and you will receive an email with the tracking number soon after. E-Packet is our primary carrier for U.S. customers; depending on where you live, packages are delivered within 5~35 days from the date of shipment.
Will my order come in one package?
Depending on the size of your order, you may receive separate packages that may possibly arrive 1~2 business days apart.
OUT OF STOCK/BACKORDERED ITEMS?
In the event that any of your items are out of stock, we will send you an email to let you know when we expect to have the items shipped out by. If the items are not expected to be restocked within 2 weeks, we will just automatically refund you for those items.
ADDRESS CHANGES?
Our warehouse staff is super quick, so if you notice an error, please email us ASAP with your name and order number so we can try to catch your package before it departs. There's no guarantee we can change it, especially once it leaves our warehouse, but we'll do everything we can!
Do you ship internationally?
We now ship internationally You will receive your shipment 5–25 days after the order is shipped. All orders are shipped out within 1 or 2 days.
I RECEIVED A DAMAGED ITEM. WHAT DO I DO?
We apologize that your shipment didn't arrive in perfect condition! Please contact us with your name and order number for further assistance.
CAN I TRACK MY ORDERS?
When we dispatch your order from our warehouse, we will send you tracking information for your order via email. If you have any concerns, please contact us.