Common purchase queries answered
Orders and Shipping
You’ll receive a tracking number via email within 24 hours of shipping. Click the link in your email or enter the tracking number on our website’s order tracking page.
Orders placed before 2 PM local warehouse time ship the same business day. Orders after 2 PM or on weekends ship the next business day.
Our system automatically selects the closest warehouse to your location. European orders ship from Europe, North American from USA/Canada, South American from our SA facility.
Yes, express shipping is available at checkout for most locations. Express orders typically arrive 1-2 business days faster than standard shipping.
Contact us immediately at support@jadepouch.com. We can modify addresses within 2 hours of order placement, before warehouse processing begins.
Yes, we ship to PO boxes in most countries. Some express shipping options may require a physical address.
Orders ship from regional warehouses, avoiding most customs fees. EU orders from EU warehouse, etc. Local shipping means no international customs in most cases.
Shipping costs depend on order weight, destination, and selected speed. See exact costs at checkout. Orders over $50 often qualify for reduced shipping rates.
If you need to swap an item
Returns and Exchanges
Unopened products in original packaging can be returned within 30 days of delivery. Customer covers return shipping unless we made an error.
Email support@jadepouch.com with your order number and reason for return. We’ll provide a return authorization and instructions within 24 hours.
Yes, exchanges are available for unopened products within 30 days. We’ll process the exchange once we receive your return.
We’ll fix it immediately. Email us with photos of what you received. We’ll ship the correct item with prepaid return label for the wrong product.
For safety and hygiene reasons, opened pouches cannot be returned. However, if you’re unsatisfied with quality, contact us to discuss options.
Refunds process within 2-3 business days after we receive your return. Your bank may take additional 3-5 days to show the credit.
Take photos and email us within 48 hours of delivery. We’ll send a replacement immediately, no need to return damaged items.
Customers cover return shipping for change-of-mind returns. We provide prepaid labels for defective items or shipping errors on our part.