FAQ's
Frequently Asked Questions (FAQs) and Conditions
Last Updated: December 5, 2025
This page provides answers to common questions and outlines general conditions for shopping at JellyoCat.
General Questions
Q: What does JellyoCat sell?
A: We sell a cozy world of soft, safe, and adorable plush toys made to bring joy to every home.
Q: Where is JellyoCat located?
A: Our business address is 3205 North Ave, Richmond Virginia 23222, United States.
Q: How can I contact customer support?
A: You can reach us via:
- Email: jellycatglobal@gmail.com
- Phone: +1 929-652-6173
We aim to respond to all inquiries within 24 Hours during our business hours.
Q: What are your business hours?
A: Our customer support hours are:
- Monday – Saturday: 9:00 AM – 7:00 PM (EST)
- Sunday: Close
Order and Payment Questions
Q: What payment methods do you accept?
A: We currently accept PayPal as our sole payment method.
Q: What currency are your prices in?
A: All prices listed on our website are in USD (United States Dollars).
Q: Can I cancel my order?
A: You may cancel your order within 12 hours of placing it, provided it has not yet been processed or shipped. Please email jellycatglobal@gmail.com with your order number to request a cancellation.
Shipping Questions
Q: Where do you ship?
A: We currently ship to the United States (USA), United Kingdom (UK), Canada, and Australia.
Q: Do you offer free shipping?
A: Yes, we offer Free Shipping on all orders to all our shipping destinations.
Q: How long does shipping take?
A: Orders are processed within 1–5 business days. Estimated delivery time is typically 6–12 business days after shipment, depending on the destination country.
Q: How do I track my order?
A: Once shipped, you will receive a tracking number by email. Please allow 24–48 hours for the tracking information to update.
Returns and Refunds Questions
Q: What is your return policy?
A: We accept returns within 30 days of delivery for items that are damaged, defective, incorrect, or significantly not as described. We do not accept returns for change of mind or used items. Please see our full Return & Refund Policy for details.
Q: Who pays for return shipping?
A: We cover the return shipping cost if the product is damaged, defective, or incorrect. For all other accepted returns, the customer is responsible for the return shipping fees.
Q: How long does a refund take?
A: Approved refunds are processed within 5–7 business days back to the original payment method (PayPal).