Help & FAQs

1. General Questions

1.1 What is your return policy?

We want you to be completely satisfied with your purchase, so we accept returns on all items within 30 days of the purchase date. To start a return, please visit our Returns page and follow the instructions.

1.2 How is sales tax charged?

Our website prices already include all applicable taxes, so there are no additional tax fees for your orders.

1.3 How do I track my order?

Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.

1.4 Can I cancel or modify my order?

All our items are oversized furniture, with this in mind, please refer to our cancellation policy below:

  • Unpaid orders are automatically cancelled.
  • Cancel orders before shipment: full refund.
  • Cancel orders after shipment: 80% refund.
  • Once your order is on the status of label created, it cannot be cancelled.
  • If you would like to cancel your order, please Contact Us to inquire details.
  • Note: If you want to cancel your order when it's in delivey, there will be an extra charge of package interception fee($18 per box) required by shipping carrier UPS or FedEx.

 

1.5 Why didn't I receive an order confirmation email?

If you do not receive the order confirmation message within a few minutes of your purchase, please check your junk or spam email folder just in case the information was delivered there instead of your inbox. If your confirmation didn’t arrive to either place, please contact customer service at service@aecojoyshop.com.

1.6 Do you have a physical store?

Currently, we do not have a physical store. However, we do offer free shipping and free returns, so you can try our products risk-free. 

2. Products

2.1 I need assembly instructions for my furniture. Where can I get them?

If the item(s) you purchased requires assembly, detailed instructions should have been included in the carton. If not, you may contact Customer Service at service@aecojoyshop.com or Message Us on the website; please include the following information: your name and your email address and the item number(s) you need to assemble.

2.2 Where can I find product dimensions?

Every product has a picture featuring applicable measurant.Some products have addtional dimensions,located under the "Weight & Dimensions" section on the product page.

2.3 What do I do if my furniture arrived missing parts?

We may have placed the part(s) you are looking for in a unusual location for shipping reasons. If the part(s) you are looking for are not in any of these locations please contact Customer Care(service@aecojoyshop.com), Please have item number and order number so they can better serve you.

2.4 Why am I receiving the order in separate boxes?

Depending on the size of your order and availability, it is common for items to arrive separately. To find out when your items are scheduled for delivery, you could track your order from: https://aecojoyshop.com/apps/tracking

3. Returns and Exchanges

3.1 Returns Policy

Aecojoyshop will issue a full refund including shipping for any damaged, defective, or mis-shipped items. If your item arrives damaged or defective, please reach out to Contact Us directly for assistance with processing your return or refund.

  • Return without any reason: Not Accepted
  • Return with quality issue: Replacement or refund after confirmation
  • Return with non-quality issue: 80% refund of payment
  • Return or refund after warranty time: Not Accepted

Non-quality related returns:

  • If you paid and decided that you don’t want the item, or you purchased the item in error, the return shipping fee would not be covered in refund and there will be 20% restocking fees.
  • We don't process return requests caused by subjective assembly issues(hard to assemble, fail to assemble etc.) unless you provide any clear evidence/pictures to confirm the item is defective. We solve customer cases based on the objective reasons.
  • For the products with multiple boxes, if one box get damaged, and you want to return the whole set, the return shipping fee would not be covered in refund for the boxes in good condition and there will be 20% restocking fees needs to be charged for them.