Shipping Policy

Shipping Fees & Free Shipping

We offer free standard shipping on orders over $120 (before taxes).

For orders below $120, a shipping fee will be calculated and displayed at checkout based on your location and selected shipping method.

Shipping fees cover part of the carrier cost, packaging, and handling, and are non-refundable once the order has been shipped, even in the case of partial or full returns.

If a return causes the remaining order total to fall below the free shipping threshold, the original outbound shipping cost will be deducted from the refund.

Order Processing

Please allow 1–5 business days for your order to be processed before shipping.
Shipments are not picked up by carriers on Saturdays, Sundays, or U.S. National Holidays. Transit updates are available Monday through Friday.

Once your order has been placed, you’ll receive a confirmation email with your order number. When your order ships, you’ll get another email with your tracking number.
In some cases, your order may be split into multiple boxes, but you’ll still receive one order number and one tracking number for your complete purchase.

Delivery & Carriers

We primarily use USPS, UPS, and FedEx for all U.S. deliveries. Estimated delivery time for metropolitan areas in the U.S. is 5–7 business days once shipped.

All shipping fees are non-refundable once the order has been dispatched.

If you live in a remote area, your parcel may be transferred to a local courier for final delivery. Tracking updates may show this as a “delivery event,” and your package should arrive within 24 hours.

Shipping Delays

We do our best to ensure your order ships on time.
In the rare case of a delay caused by us — for example, due to inventory issues or overselling — our team will reach out to you promptly and provide updates. We’ll also offer an appropriate compensation or store credit to make up for the inconvenience.

Hey Joanie is not responsible for delays caused by natural events, uncontrollable circumstances, or carrier-related issues (such as customs clearance delays).

Carrier delays do not indicate a lost package. A shipment will be considered potentially lost only after tracking has stopped updating for an extended period, as outlined below.

Duties & Taxes

For U.S. and Canada orders:
We ship from our local warehouse, so no customs duties or import taxes will apply.

For orders outside the U.S. and Canada:
We’re happy to ship internationally, but please note that import duties, taxes, and customs fees may be charged by your local customs office upon delivery.
These fees are determined by your country’s customs regulations, and are not included in our shipping rates.

If any documentation is required for customs clearance, our team will gladly assist and provide the necessary paperwork to help ensure a smooth process.

Lost or Damaged Packages

We take great care to ensure your order arrives safely.

If your package arrives damaged, please accept the delivery and contact customerservice@heyjoanie.com within 48 hours — our team will assist you promptly.

If tracking shows no updates for more than 5 business days, the shipment may be considered potentially lost. In this case, we will file a lost package claim with the carrier on your behalf and follow up directly with them.

Please note:

  • A package marked as “in transit” but not delivered is not considered lost until the carrier completes its investigation.

  • Carrier investigations typically take 14–21 business days, depending on the shipping provider.

Once the carrier confirms the package as lost, we will offer an appropriate resolution, such as a replacement or store credit.

Hey Joanie is not responsible for packages confirmed as delivered but lost or stolen thereafter. If package theft is suspected, please file a police report with your local precinct so we can assist further.

Need Help?

Our Customer Care team is always here for you — please reach out at customerservice@heyjoanie.com for any shipping questions or special requests. 💙