SHIPPING & RETURNS
We use Shippo to provide live shipping rates at checkout based on the contents in your cart and the shipping destination. Once you enter your postal code, country and province, you'll be able to see the cheapest available option in the categories "Standard Shipping" & "Express Shipping", where you can choose the option that best suits you. All options include free parcel tracking.
Canada
Standard Shipping ................. 2-8 business days
Express Shipping .................. 1-3 business days
United States
Standard Shipping ............... 4-12 business days
Express Shipping .............. 2-4 business days
*Estimates are approximate. Actual delivery times may vary due to various factors and are subject to change without Notice. Please refer to your tracking information, as well as the Canada Post website for further details and most up-to-date information.
*Business days include Mon-Fri, excluding Statutory Holidays. No delivery on weekends.
*Countries outside of Canada & USA may experience longer delivery times. Please see your tracking information for a more accurate estimate.
Our Shipping Process
An e-mail confirmation is sent to your e-mail address after placing your order. A following email with shipping details and tracking will be sent once order is dispatched. Please keep this e-mail as proof of your purchase. All pre-order items will be shipped on the scheduled launch date, which is when you'll receive your tracking information.
Orders are usually dispatched within 2 business days – We endeavour to get your order to you ASAP. Once your order has been dispatched, delivery time will be subject to the delivery service selected but depending on the location, it is 4-10 business days. Please see the section above for approximate delivery times when shipping to Canada or the United States. Countries outside of these regions may experience longer delivery times.
Please note that JU-ENE is not responsible for any shipping fees including custom fees.
Return & Exchange Policy
Due to the nature of our products, we will not accept any products being shipped back to us. However, if you received an incorrect or damaged item, you're eligible for a Refund, provided that the product is still in the condition it was received and proof is provided. Please carefully read the following section prior to requesting any exchanges/refunds.
If you received the wrong or damaged product, we are more than happy to offer you an exchange for an item of equal or greater value OR a store credit. It's important to check that all items received are what you have ordered.
If you have received an incorrect item DO NOT OPEN IT. We will not accept any returns or provide refunds of items that have been opened, tampered with, or not in their original condition.
If you receive a damaged item please contact us within 4 days of delivery and do not throw it away as we will require proof that the item has been damaged (for example images e-mailed to us of the damaged item). We will ensure that we pack your order with the greatest of care and consideration of safety. But in the circumstance of your order arriving in a damaged state of items or error of goods received, you can contact support at info@ju-ene.com and discuss replacements of goods. Please note: photo evidence is required to receive any refunds or exchange accommodations.
Exchanges must be initiated within 7 days of receiving your shipment, the product(s) must be unused and in the original packaging. Used products or products that are not accompanied by the original packaging cannot be returned or exchanged and will be considered final sale.
Should you make an error when ordering online, we can exchange or cancel your item if it has not been dispatched yet.
All digital products are final sale. Shipping fees are non-refundable.
The Refund Process
If your item was found to be defective and the refund was approved, you’ll be automatically refunded the full amount (minus th back onto your original method of payment. Please note: it can take some time for your bank or credit card company to process and post the refund to your account. This time is determined by your financial institution and not by us.
Please allow approx 5-7 business days to receive the refund in your acct. If it’s been over 7 business days and no refund is showing on your bank statement, please contact us at info@ju-ene.com and we will assist you.
Wholesale Inquiries
For all bulk/wholesale orders, please reach out to us directly and we will assist you as soon as we can. Click here to be redirected to our contact form.