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FREQUENTLY ASKED QUESTIONS


  • GENERAL QUESTIONS
  • ORDER INFORMATION & CONCERNS
  • RETURNS
  • CONTACT

SHIPPING & PAYMENT INFORMATION

When will my order ship?

After your payment is verified, it takes up to 24 hours to process and ship your order. This does not include weekends or holidays. Purchases made after 9 am PST will not be shipped out until the next business day. If you order after 9 am PST on a Friday, your order will likely be shipped out on the following Monday.

 

Will I have to pay international taxes & duties?

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is about 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

 

JIANWARES cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.

 

How are taxes and duties calculated?

For Duties Delivered Paid (DDP) Orders: Duties and taxes may be included in the price depending on ship to country. If not included in the price, they will be shown at checkout.

For Duties Delivered Unpaid (DDU) Orders: As the customer, you are liable for all import duties, customs and taxes levied. Payment of these is required to release your order from customs on arrival.

 

ORDER INFORMATION & CONCERNS

I need to change something on my order. How can I do that?

If you need to change or cancel your order, please contact us immediately. Once our warehouse has processed your order, we will be unable to make any changes.

Why was my order canceled?

If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please order again with a Paypal account. If you do not have Paypal, you can easily sign up at www.Paypal.com

INTERNATIONAL SHIPPING QUESTIONS

*See below for customs and import duties information

After your payment is authorized and verified, it can take up to 24 hours to process your order, excluding weekends and holidays. Purchases made after 9 am PST will not be shipped out until the next business day. If you order after 9 am PST on a Friday, your order will likely be shipped out on the following Monday. Please allow 24-48 hours for your tracking details to update.

SHIPPING TIMES

DDP – Delivered Duties Paid – Import duties & taxes are collected and paid upon checkout.

DDU – Delivered Duties Unpaid – Import duties & taxes are collected and paid by the customer upon delivery of goods. Customer assumes responsibility of any applicable fees.

 

COUNTRY STANDARD (BUSINESS DAYS)

Australia

13-15DAYS

Canada

10-15DAYS

France

13-17DAYS

Germany

13-17DAYS

Hong Kong

5-7DAYS

Italy

13-15DAYS

Japan

7-10DAYS

Malaysia

7-10DAYS

Netherlands

7-10DAYS

United States

10-15DAYS

Singapore

7-10DAYS

Spain

10-13DAYS

United Kingdom

10-15DAYS

Rest of World

13-17DAYS

We offer FREE returns on all orders over $150 USD!

Any brand new product can be returned for a full refund or store credit within 60 days of delivery. We offer free and easy returns for all domestic and international orders over $150 USD. Please contact Customer Support to schedule the return and receive a prepaid return label. Expedited shipping charges are non-refundable.

For international returns under $50 USD, the customer is responsible for return shipping.

Receive a damaged item?

Receive a damaged item? Please reach out to our Customer Support team at support@jianwares.com and they will help resolve the issue. See more warranty information on our FAQ page.

How long does it take to process my return?

Once you notify us that you would like a return, we will email you a pre-paid return label within 24 hours.

Once your return has been received by the warehouse and it complies with our returns policy, we will refund you by your original payment method. Please be aware that payments can take up to 7 working days to process depending on your bank or payment provider. Returned items will be refunded excluding the original cost of shipping.

After we have issued the refund, it will take up to 3 business days for the funds to be placed back on your credit card or Paypal account.

CONTACT US

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