Frequently Asked Questions - JAZZUPCO

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Frequently Asked Questions

Shipping

We offer Free Shipping Worldwide.

We typically ship items within 5 days of receiving an order. From that point, it takes approximately 9 – 18* days for items to arrive.

*Haelynn, VaticanFrench and Minimalist Flatware exclusive - we are currently offering Free Expedited Shipping to cope with the high demand of these products with an estimated shipping duration of 2 – 6 days within the USA (shipped from our warehouse in NV, CA or NJ), and 12 – 18 days worldwide.

As soon as your product ships, you’ll receive a tracking number that will let you keep tabs of where your order is at all times.

Orders may also be split into multiple shipments. Items ordered together may not be delivered to you on the same day and may come in separate packages.

Do note that shipments to Puerto Rico, US Virgin Islands, Hawaii, Alaska, Guam, APO/ FPO, PO Box addresses may deviate from normal shipping time norms and require a longer time to deliver. Additional shipping fees may also apply. 

For Shipping Outside of the United States

In some cases, your parcel may be subjected to customs inspection and the assessment of duties and taxes will be in accordance with your local authorities.

If taxes and/or duties are incurred, you will be responsible to cover the fees before delivery can proceed.

Yes, we do offer express shipping options for certain products. The cost will vary depending on your region. Do drop us an email at hello@jazzupco.com on the products you're interested in and quantities that you would like to order and we will get back to you.

In some cases, your parcel may be subjected to customs inspection and the assessment of duties and taxes will be in accordance with your local authorities.

If taxes and/or duties are incurred, you will be responsible to cover the fees before delivery can proceed.

You won’t be able to amend your delivery information once you have placed your order. Please do check that you have keyed in the correct shipping address when confirming your order. We don’t want your order to land in the wrong hands which Jazzupco cannot be liable for.

If you do require to change your shipping address, please inform us ASAP (within 4 hours). In the event that the item has already been shipped and is on its way to the incorrect address, additional redelivery fees will apply to resend to your correct address. Do note that we will only be able to arrange for a redelivery when the parcel is successfully shipped back to us.

Please do note that you do not have the option to cancel your order and get a refund for this case.

For shipment statuses that have been stated as “delivered”, Jazzupco will not be liable in instances where parcels are have gone missing due to likely reasons such as theft. Do note that a refund is not possible in this case. You may however file a claims report with the shipping company or report this to your local law enforcement officers.

Jazzupco will only be liable for parcels that have gone missing in transit.

Flatware & Dinnerware

We carefully vet factories worldwide to ensure they meet our standards for quality and ethical manufacturing practices.

Our flatware is manufactured in Jiayang, China using premium 18/10 stainless steel and titanium-plating (which is the industry standard for premium and high-quality flatware), and our dinnerware is manufactured in Chaozhou, China using premium porcelain (which is a high-grade ceramic material and more superior in quality as compared to other alternatives such as stoneware etc.).

After visiting more than 10 factories, we have chosen to partner these factories as they can offer the best quality at the best pricing for our customers, while aligning with our core values of responsible and ethical manufacturing. Our factories also only use sustainable packaging. Additionally, we maintain strong, transparent relationships with our factories to ensure fair and safe working conditions.

Many well-respected US homeware brands such as Caraway and Our Place also source their high-quality products from China, and by choosing Jazzupco, you can trust that you are getting a product that is beautiful, high-quality and responsibly made.

General

Please note that all sales are final when you make your purchase as we do not accept returns and exchanges.

This is because our fulfillment centers (in CA/ NV/ NJ) are not equipped to process returns (ie. check individual pieces and ensure that they're unused) and as such, returned packages will be disposed of (since we wouldn't want to risk re-sending out used items), and we are committed to being an environmentally-friendly, zero-waste company.

We are actively working to find a solution. We are exploring options with a returns center in Florida and hope to have it running by mid-2023.

In the meantime, please reach out to us if you have any concerns so that we can assist you in finding a resolution.

We allow for a 30 days Warranty Period upon the receipt of your order. If the product you received is damaged or incorrect, please contact us within 30 days upon receipt of your items together with a photo of the damaged or incorrect item as well.

We will offer to reship the item to you or if reshipping is not feasible, we will provide a full or partial refund (in cash or store credits). A partial refund applies in cases where part of the ordered item is defective - for example, if 1 out of a 4person place-setting flatware is defective, this will allow for a 25% refund.

If you received the wrong item, then simply notify us and send along a photo. We'll offer to send you the correct item or give you a refund.

We do not offer exchange of products in the event that you have a change of mind after you have received your order or once your order has been shipped out. This is due to hygiene concerns given the COVID-19 situation and to ensure that all items that our customers receive are brand new.

However, in special cases, we may return partial of the amount paid in store credits only.

If the product you have received is damaged or incorrect, do reach out and let us know within 14 days upon receipt of your product (In such cases, please refer to the FAQs above on our return policy as well as what happens if you receive the wrong item).

If you need to change or cancel your order, please contact us as soon as possible within 4 hours from the time you submitted your order. In the case of a cancellation request, please do let us know the reason in case we may be able to address your concern.

For cancellations, we will only be able to provide a refund only if the order has not yet been shipped out from the warehouse.

Please do note and understand that such refunds are subject to a 8% charge, due to the processing and transaction fees that we are charged for by our payment gateway.

Prices indicated are in USD by default.

If you live outside the USA, you may select your local currency from the drop-down menu at the top or the bottom of your screen.

Once your preferred store currency is selected, you will view the product prices, checkout and pay according to your selected currency.

Yes we do offer gift cards with denominations of $10, $25, $50 and $100.

You can order your gift card here.

Do note that promo codes will not be valid when purchasing gift cards.

Once you complete your order with our Jazzupco gift card, you'll receive an email that contains a unique gift card code that you can use at checkout to redeem its value.

There is no expiry date to your gift card.

Promo codes (if any) can be used at the time when you make a product purchase while redeeming your gift card value. Your gift card value can be expended in a single purchase or more.