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FAQ's
1. I placed an order, payment was taken but I received no confirmation email or tracking information
Your order confirmation is automatically issued once the order is processed. Please check your purchasing email - It might have been sent to a spam folder in your email address -.
However, do not worry! If you did not receive the confirmation email, reach out to our customer support team - support@joygeneralstore.com - and they will provide the tracking number you will need to track your order on the website.
However, do not worry! If you did not receive the confirmation email, reach out to our customer support team - support@joygeneralstore.com - and they will provide the tracking number you will need to track your order on the website.
2. Has my order been shipped?
Our estimated delivery times are from 7-21 business days depending on product, season and demand. We have a big quality check standard which sometimes creates longer processing and handling times.
We send you via email your tracking number to your email address as soon it has been shipped. Please check your email including spam folder. However, do not worry! If you didn’t receive it you can contact our support team.
We send you via email your tracking number to your email address as soon it has been shipped. Please check your email including spam folder. However, do not worry! If you didn’t receive it you can contact our support team.
3. I don’t know/have my tracking number
Your tracking number is automatically issued once the order is shipped. Please check your email, If you did not receive the tracking information email after 7 business days, reach out to our customer support team and they will provide the tracking number you will need to track your order on the website.
4. My Tracking information says “Choose Courrier”
Usually our tracking software automatically detects your shipping courier, however sometimes it may ask you to select it manually. Depending on the tracking number you received your courier will be one of the following:
- For tracking number of 12 to 20 numerical digits, courier is FedEx
- For tracking number starting 000, JJD01, JJD00, JVGL or similar or only 10 numerical digits, courier is DHL
- For tracking numbers starting on 1Z, courier is UPS
- For tracking numbers starting on LN/CN courier is Canada Post
- For tracking numbers starting on HUO, courier is 4px
- For tracking numbers starting on SY, courier is SunYou
- For tracking numbers starting on H0, courier is Hermes
5. My order has no tracking updates
Your package should be delivered within 7-21 business days. When on airline transportation for international shipping, shipping partners can cease to produce tracking updates until the package is processed by the Last Mile Carrier. Once processed, it normally takes within 3-4 business days to be delivered. If your order has had no tracking update for more than 10 business days, contact our customer support team -
support@joygeneralstore.com - for personal assistance.
6. When will my order be delivered?
Our estimated delivery times are from 7-21 business days depending on product, season and demand. We have a big quality check standard which sometimes creates longer processing and handling times. Under extraordinary circumstances, delivery can take up to 45 business days.
7. I need this order by (specific date) can you confirm it will arrive by then?
Our shipping times are from 7-21 business days and this can vary according to product, season and demand. We can provide estimated time of arrival according to the shipping partner’s tracking updates but we cannot guarantee delivery by a specific date given that delivery is subject to external factors such as transportation availability, seasonal delays, among others.
8. My tracking history shows the item is coming from abroad
We are a company with warehouses in several countries like Canada, United States and Asia. Products are shipped from either of these warehouses depending on product, season and demand. This is clearly stated on our Shipping Policies, available on the website for customers to be fully informed prior to placing a purchase.
9. What does my tracking status mean?
1. Not found
The status "Not found" means your tracking info is not available currently. But you may track it after a while. This usually due to the following reasons.
(1) The carrier hasn't accepted your package yet.
(2) The carrier hasn't scanned and entered your package tracking info into its system yet.
(3) Your tracking number is incorrect or invalid.
(4) Your tracking number has been removed from carrier's system.
2. In transit
The status "In transit" means your shipment is in transit and has a good transportation condition. The transit days means the total days on the road. For most of shipments, the status would be: In transit>Pick up>Delivered.
3. Pick up
The status "Pick up" means your package has arrived at the local point or is on the way to your home.
4. Delivered
The status "Delivered" means your package has been delivered. Congratulations!
5. Undelivered
The status "Undelivered" means the delivery of the package was attempted but failed due to some reasons. Usually, the courier will arrange another delivery soon.
6. Alert
The status "Alert" means your package might have been sent to the sender, have damaged ,lost or other exceptions.
7. Expired
The status "Expired" means your package has no update info for one month or has not been delivered for two month. When this happens, please contact the courier to inquire more details.
The status "Not found" means your tracking info is not available currently. But you may track it after a while. This usually due to the following reasons.
(1) The carrier hasn't accepted your package yet.
(2) The carrier hasn't scanned and entered your package tracking info into its system yet.
(3) Your tracking number is incorrect or invalid.
(4) Your tracking number has been removed from carrier's system.
2. In transit
The status "In transit" means your shipment is in transit and has a good transportation condition. The transit days means the total days on the road. For most of shipments, the status would be: In transit>Pick up>Delivered.
3. Pick up
The status "Pick up" means your package has arrived at the local point or is on the way to your home.
4. Delivered
The status "Delivered" means your package has been delivered. Congratulations!
5. Undelivered
The status "Undelivered" means the delivery of the package was attempted but failed due to some reasons. Usually, the courier will arrange another delivery soon.
6. Alert
The status "Alert" means your package might have been sent to the sender, have damaged ,lost or other exceptions.
7. Expired
The status "Expired" means your package has no update info for one month or has not been delivered for two month. When this happens, please contact the courier to inquire more details.
10. My tracking history shows the package is being returned to sender
In case tracking history shows Returned to sender updates, please reach out to our customer support team immediately so that the case can be escalated to the Shipping Department. We will re ship your order at no extra cost or arrange the corresponding resolution to get the order delivered as soon as possible.
11. My tracking history shows the package was delivered but I have not received anything
Our shipping partners only provide delivery updates once the package has been scanned and handed over to a resident, a neighbour or left at the front door/porch. Please check with neighbours or residents to ensure the package has not been received by someone else on your behalf.
According to our Return & Refund Policies, we are not responsible for packages that are stolen from your delivery address or if the post office is unable to deliver to your address due to incorrect address given or if they are unable to gain entry/access.
Please reach out to your post office with your tracking number and raise a query for an incomplete delivery, the claim must be raised by the recipient of the package.
According to our Return & Refund Policies, we are not responsible for packages that are stolen from your delivery address or if the post office is unable to deliver to your address due to incorrect address given or if they are unable to gain entry/access.
Please reach out to your post office with your tracking number and raise a query for an incomplete delivery, the claim must be raised by the recipient of the package.
12. I want to get more information and personalized help
For more information and personalized help, please reach out to our customer support team at
support@joygeneralstore.com . Be sure to specify your order number or purchasing email for faster and better assistance.
Don't Take Our Word For it! Here's What Our Customers Think:
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“Joy General Store is my number one online store. I keep coming for more & more products! Always good prices & outstanding customer experience. ” - Rebecca L.
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“Amazing offers and discounts are always found at Joy General Store. They give you exactly what they promise. ” - Lincoln G.
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“My first time shopping at Joy's was great! Fast shipping, good customer support and just the product I was looking for. The only place in UK were I could find the product I was looking for! ” - Ashley T.
