Miss Tracking Information
The package may still be in transit to our logistics partners, please wait until your package has been scanned, then tracking information should be available on your order detail page. Tracking information may be delayed, especially during major promotional periods. If there is still no tracking number available and you would like to cancel your order for a refund, please do so once the estimated delivery date has passed, feel free to contact customer service team and we will do our best to help you.
Package is missing but the order status shows completed
1. To confirm whether the shipping address is correctly provided
2. To check whether or not have received emails, messages or notes from carriers
3. To check around your location or if left with your neighbors
4. To contact the carrier directly or to contact Joybuy customer service team
Undeliverable Packages (Ambient goods)
For non-deliverable orders will normally be returned to Joybuy and cannot be resent, the customer will receive a full refund within 3-5 working days after the package is returned. If you still need the item, please place a new order and we will ship it as soon as possible. Packages that cannot be delivered are usually due to:
1. The delivery address is not deliverable as missing information or with access restrictions (for example, your phone is unreachable but access code is needed to leave the package to your door)
2. If the driver tries several times but no one is available to receive the package or no instructions are given where to leave the package, the package will be returned to Joybuy and cannot be sent again
3. The package has been damaged in transit, including the label and outer packaging of the products.
Missed Deliveries for Perishable goods (Fresh & Frozen)
To ensure the food safety and quality of your order, please note that our perishable goods cannot be left unattended or re-delivered. They are packed with cooling elements to maintain temperature during the delivery window.
If no one is available to receive the delivery, the items cannot be left at your address for food safety reasons as they require refrigeration. As we are unable to deliver these goods again, we reserve the right to charge for both the products and the delivery fee in such cases.
Please ensure you or someone you trust is present to accept the delivery at the chosen time.
Missing items in a Parcel
Please contact Joybuy customer service team within 30 days of expected delivery and we will do our best to help you.