FAQ

Frequently Asked Questions

 

Where is my order confirmation email?

Please check your spam folder.  We recommend white listing support@onjoy.com.

 

What currency does your store work in?

Onjoy.com prices are all in US Dollars.

 

What will the payment look like on my bank/Paypal account?

Onjoy.com accept payment by credit/debit cards or Paypal.  Depending on your prefered payment method you will see the following on your bank/Paypal statement.

  • Paypal = "WITHPASSION" will apprear on your statement.
  • Credit/Debit Card = "Onjoy.com" will apprear on your statement.

 

What payment cards do you accept?

At Onjoy.com we accept Debit and all major credit cards. These include:

  • American Express
  • Diners Club
  • Discover Card
  • MasterCard
  • JCB
  • Visa

 

When can I expect my package to arrive?

We procure products from all over with world to cut out the middle man and bring you the best possible prices.  Delivery times will depend on your location.

Below is a list of the typical time frames for each region.  We always hope to surpass expectation and are constantly monitoring the progress of deliveries.  On average deliveries can be expected to take between 15 and 35 days.

Please note during the holiday season these times may vary.

  • USA: Between 15 - 20 days average
  • Canada: Between 15 - 20 days average
  • Europe: Between 20 - 30 days average
  • Australia: Between 20 - 30 days average
  • All Others: Between 30 - 60 days average

 

When can I expect tracking information?

Typically, the shipping carriers update their system over the following 24-48 hours after your order has been placed.  If you haven't received it within a week, first we would advise to check your spam/junk folder.  If you have not received tracking confirmation after a week please contact us directly at support@onjoy.com.

 

I have ordered several products.  Will they arrive together?

Onjoy.com have a wide selection of manufacturers and suppliers who are located all over the world.  As we always seek to source from only the very best, it is possible you may receive your goods separately.  We will not use one manufacturer for convenience, if another can produce us a superior product.  Therefore it is possible you may receive your order in more than one shipment.

 

How do I know which size I need?

Sizes can vary from product to product.  Therefore it is very important you check the individual listings for any sizing recommendations and measurements required.  We try to always ensure comprehensive information is included on the listing page.  Please measure carefully as we do not refund or replace for incorrect sizing.

 

What if my product is faulty or broken on arrival?

All products sold through Onjoy.com are supported by a 15 day Money Back Guarantee.  If your product arrives damaged in any way or there is an issue with the function, please take photographic evidence and email our support team at support@onjoy.com with a full description of what is wrong.  We will review the issue and immediately work towards a resolution for you.  If the issue is a manufacturing fault we will offer you an immediate replacement.

 

Do my Shipping Costs include Customs Fees?

Shipping costs, including free shipping, does not include customs fees.  By purchasing our products you consent that one or more packages may be shipped to you and may be issued with customs fees when they arrive in your country.

 

I am purchasing as a gift.  Can you guarantee my order will arrive in time?

As our manufacturers, suppliers and partners are located worldwide our delivery times can vary significantly.  Therefore we recommend purchasing well ahead to ensure your gift arrives in time for your special event.  Due to so many factors involved in the fulfilment of your order we cannot guarantee any arrival dates and cannot be held responsible for delays.

 

Can I cancel/change my address/order?

If you have a need to change any part of your order after it has processed, please contact our customer service team immediately.  We will always make every effort to accommodate you.  However if your order has already been fulfilled and marked as shipped we will not be able to make any changes unfortunately.

 

Do you accept wholesale orders?

Wholesale enquiries will be reviewed on a case by case basis.  Please email us at support@onjoy.com and we will assess your requirements and whether we are able to accommodate you.

 

I am looking for something specific and cannot find it.

Please email us at support@onjoy.com and let us know what you are looking for.  Our team will set about searching for just the right product selection for you.  We are always sourcing new and interesting products and would love to know what our clients are looking for.