FAQs
Frequently Asked Questions (FAQs)
Q: What is Jellyocat?
A: Jellyocat is your premier online destination for high-quality, enchanting toys that inspire joy, creativity, and learning in children of all ages. We carefully curate our selection to ensure safety, durability, and engaging play experiences.
Q: Where is Jellyocat located?
A: Our mailing address is 5902 Carrick Ln, Colorado Springs, CO 80927, United States
Ordering & Payment
Q: What payment methods do you accept?
A: We accept major credit/debit cards (Visa, MasterCard, American Express, Discover) and PayPal. All transactions are processed securely in U.S. Dollars (USD).
Q: Is my payment information secure?
A: Yes, your security is our top priority. Our website uses SSL encryption to protect your personal and payment information. We are also PCI DSS compliant, and we do not store your full credit card details on our servers; sensitive information is handled by secure payment processors.
Shipping & Delivery
Q: How long does it take to process an order?
A: All orders are processed, verified, and prepared for shipment within 1–3 business days (Monday to Friday) from the date of purchase.
Q: What is the estimated delivery time?
A: After processing, the transit time for standard shipping is typically 5–9 business days (Monday–Saturday). You can expect your order to be delivered within 6–12 business days from the date of purchase, including both processing and transit time.
Q: Do you offer free shipping?
A: Yes, we are pleased to offer free shipping on all orders within the USA.
Q: How can I track my order?
A: Once your order has shipped, you will receive a shipping confirmation email containing a tracking number. You can use this number to track your delivery online.
Q: Do you ship internationally?
A: Currently, Jellyocat only ships within the United States. We do not offer international shipping at this time.
Returns & Refunds
Q: What is your return policy?
A: You have 30 days from the date of delivery to initiate a return for most items. Items must be returned in their original, unused condition with all tags and packaging intact. Please refer to our Refund & Return Policy for full details.
Q: How do I initiate a return?
A: To initiate a return, please email us at support@jellyocat.com or call us at +15513619890 to request a Return Merchandise Authorization (RMA) number. We will provide detailed instructions.
Q: How long does it take to receive a refund?
A: Once your return is received and inspected, if approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 5-10 business days.
Q: What if I receive a broken or unsatisfactory item?
A: If you receive a broken or unsatisfactory item, please contact us immediately with photos of the damage. We will assess the situation and provide a suitable resolution, which may include a replacement or a full refund.
Contact Us
Q: How can I contact customer service?
A: You can reach our customer service team via:
•Phone: +15513619890
•Email: support@jellyocat.com
•Mailing Address: Jellyocat, 5902 Carrick Ln, Colorado Springs, CO 80927, USA
Q: What are your customer service hours?
A: Our customer service team is available Monday to Friday, from 09:00 AM to 05:00 PM (PST). We are closed on Saturdays and Sundays.