Order cancellation or amending
In order to maintain a quick turnaround on order processing and shipping, once an order is placed, it cannot be cancelled or amended. Any unwanted items after your order has been placed must be requested for a refund.
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- items are purchased directly from EcomJoe™ online store, with registered order number and track-and-trace code;
- you do not receive them within the guaranteed time (45 business days not including 1-5 business days processing);
- you receive the wrong item;
- you do not want the product you have received.
- Please note: we may request for your order to be returned to one of our global warehouses. Returns are at your own expense and the item must be unused and unopened in the original packaging, including all accessories, manuals, and documentation.
Refunds will be issued based on your original form of payment (PayPal, credit card, debit card, etc.)
For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees, including return fees.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the purchaser’s original payment method.
We do not issue a refund if:
- items are purchased through retailers or third-party websites;
- items are damaged products through customer mishandling;
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address);
- your order does not arrive due to exceptional circumstances outside our control (e.g. missing or lost packages, not cleared by customs, delayed by a natural disaster);
- Any item sold at a discount, promotion, sale, pre-order, or clearance can not be returned, refunded, or exchanged.
The right of withdrawal does not apply to item/orders:
- Items for which manufacturers will not accept returns ;
- If the delivered product is made upon the customers’ wishes, or if it was tailored to the personal needs of the customer;
- Containing perishable goods such as food, flowers, newspapers or magazines;
- Containing intimate or sanitary goods, hazardous materials or flammable liquids or gases;
- With audio and video recordings (CD, DVD, VHS-tape), computer software, video game, cassette tape or vinyl record that have been opened and of which you have broken the seal;
- When the supplied product is a journal or magazine.
- Limited edition pieces such or other collectibles.
- Gift Cards
- Downloadable software products
- Some health and personal care items
- Closeout, remanufactured and refurbished Goods
- Goods marked final sale
- Discontinued items
You can submit refund requests within:
- 14 business days after the order is delivered;
- 45 business days since your order was placed.
You can request a refund by sending a message on our contact page.
- Returns made without a receipt, order number, track-and-trace code may be refused. EcomJoe™ reserves the right to deny any return or refund.
- In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.
- Return requests should include the following information:
- Order number
- Track-and-trace code
- Return reason
- Proof of purchase (email and/or screenshot)
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact telephone number
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Late or missing refunds (If applicable)
Once we have approved your request to refund the product(s) you have returned, we will process the refund within 10 days but this may delay if EcomJoe™ did not receive the goods, evidence that the buyer has returned the goods or the buyer’s bank details (if needed and when asked for) to refund the amount.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact our customer service.
If for any reason you would like to exchange your product. You must contact us first and we will look at your case and review the options available and guide you through the steps necessary. Please do not send your purchase back unless we authorize you to do so.
Please note that we are not responsible for items that have been accidentally returned to us. If you want a returned package to be sent back to you, we may request that you cover the original order and shipping cost or request you to place a new order.