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Customer Care

Frequently Asked Questions
How long does it take for my order to ship?
Joie.com ships all orders as quickly as possible using UPS, but please note there may be processing delays in shipping during sale events and peak shopping days. If you need to receive your package by a specific date, you can contact customer service for help in choosing the right shipping method to receive it on time.

Expedited Shipping (Next Day Air and 2 Day Air): Orders must be received before 12 PM EST to ship same day. If the order is received after 12 PM EST, orders will ship the following business day, Monday-Friday (excluding holidays). Expedited orders will not be delivered on weekends.
Can I Cancel My Order?
We can cancel the order within 30 minutes of when the order was placed. To cancel an order, please call customer service at (855) 830-5643 or send an e-mail to service@joie.com. We are available Monday through Friday from 7 AM to 5:30 PM PST excluding holidays.
I lost my return label! How do I get another one?
If you lost your return label or need a new one, please call customer service at (855) 830-5643 or e-mail service@joie.com and we will be happy to e-mail you another one. We are available Monday through Friday from 7:00 AM to 5:30 PM PST excluding holidays.
Where's My Refund?
Please allow 1 week for us to receive your return package. Once delivered to our fulfillment center in Chino, CA, you can expect your return to be processed within 7-10 business days.
My order says "delivered" but I can't find it!
First, check with neighbors and all possible areas that your courier could have left the package (i.e. hiding spots, front desk, mailroom, corridor, back door, etc.) If you are still unable to locate it, please contact us right away at (855) 830-5643. We can start an investigation for your missing package with UPS.
Return Policy
We want you to be completely satisified with your Joie.com order, thus we will accept your return of product in original condition with all tags attached within 30 days of receipt of your order. Your refund will be in the same form as the original purchase. Shipping and handling charges are non-refundable. Please note, we only returns that were purchased via this website. Joie.com will not accept orders that were purchased in Joie boutiques or other retailers.

All items marked FINAL SALE cannot be exchanged or returned at any time. For swimwear items, please try on swimwear over undergarments for sanitary reasons. Do not remove protective slip.
I received a damaged/defective item that I purchased from Joie.com
We will take back any damaged/defective item that was purchased from joie.com for a refund. Please use the prepaid return label that was provided with the order to send the item back to us. If you no longer have the return label or did not receive one, please contact customer service and we will e-mail you a new one.
Can I return an item to a Joie boutique?
Purchases made online can be returned at any Joie boutique. Joie will gladly ship the merchandise back to our online store for you and you will receive a full refund once it is received. For a list of our boutiques, please visit the boutiques page.
I'm using an international credit card but want to ship to the U.S.
Unfortunately, Joie.com is unable to accept international credit cards or any type of payment that has a billing address outside of the U.S. The order will have to be placed through International Checkout even if it's being shipped within the United States. Shipping charges do apply.
How do I redeem a gift card?
Joie gift cards can only be used in store and cannot be redeemed online. For a list of our boutiques, please visit the boutiques page.
Need more help?
7am - 5:30pm PST
Not Including Holidays
+1 855-830-5643
+1 323-277-3900
+1 212-930-9777