Policies

Policies

📦 Shipping & Delivery Policy

Handling Issues & Damaged Packages
All orders—especially bundles—are thoroughly inspected before packing and shipment. Once your order leaves our hands and is scanned by USPS, UPS, or DHL, we are no longer responsible for any damage that may occur during transit.

If your package arrives damaged or mishandled, please file a claim directly with USPS, UPS, DHL here: USPS Claim Form

UPS Claim Form

DHL Claim Form

Delivered but Not Received
Once USPS, UPS, or DHL marks an order as DELIVERED, any issues regarding non-receipt, misdelivery, or missing packages must be addressed with USPS, UPS, or DHL. You can begin that process here: USPS Missing Mail Claim

In general, a missing mail claim can be filed 20 days after the original ship date. We’re happy to assist and file a claim on your behalf! Please note that refunds or replacements will only be issued after the claim is approved by USPS.

Address Accuracy
Please double- and triple-check your shipping address before completing your order. If a package is returned to us due to an incorrect or incomplete address, the buyer will be responsible for the re-shipping cost.

If the buyer chooses not to pay the re-shipping fee, the order will be canceled and refunded minus the original shipping fee, since the package was already shipped and returned.

To help avoid address errors, we highly recommend creating an account on our website (top right corner). This allows you to securely save your shipping info for faster checkout and track your order status more easily.

Lost or Stolen Packages

Once an order has been shipped and marked as delivered by the carrier to the address provided at checkout, the order is considered fulfilled. The shop is not responsible for packages that are lost, stolen, or misdelivered after confirmed delivery.

If a package is marked as delivered but cannot be located, the customer must contact the carrier directly to locate the package and file a claim. The shop is unable to issue refunds or replacements while a claim is pending.

If a carrier claim is approved, a replacement may be issued at the shop’s discretion and based on product availability. Refunds are not guaranteed for lost or stolen packages.

If a package is returned to the shop due to an incorrect or incomplete address provided by the customer, the customer will be responsible for any reshipping fees.

By completing your purchase, you acknowledge and agree to this policy.

🌍 International Orders & Customs Fees

Please note that international deliveries can take up to 4–6 weeks depending on your location and customs processing times. If your order has not arrived after 6 full weeks, please follow the steps outlined above (under the "Delivered but Not Received" section) if you selected Priority International Shipping.

If you selected First Class International Shipping, unfortunately, you will not be eligible to file a missing package claim. If this is a concern, we highly recommend choosing Priority International Shipping, which offers more reliable tracking and the ability to file a claim in case of issues.

Important: International shipments may be subject to customs duties, tariffs, taxes, or other fees imposed by your country upon delivery. These additional charges are the sole responsibility of the buyer. We are not responsible for any customs fees, import duties, or taxes that may be charged when your package reaches your country.

🔄 Return Policy

To request a return, please email us at shopmojo.jojoplans@gmail.com within 5 days of your order’s delivery. Be sure to include your order number in your message.

  • Returns are accepted for store credit only.

  • To be eligible, items must be unused, in their original condition and packaging.

  • A Return Authorization (RA#) must be issued before you ship your return.

  • Return shipping costs are the responsibility of the buyer and are non-refundable. We recommend using USPS, UPS, or FedEx with tracking, as we are not responsible for lost packages during return transit.

  • Once received, all returns will be inspected and processed within 2–5 business days. You will receive an email confirming your issued store credit.

🚫 Order Cancellation, Returns & Dispute Policy

All sales are FINAL and cannot be canceled, changed, or modified once an order is placed. Please review your order carefully before completing checkout, including product selections, quantities, shipping address, and ensuring sufficient funds are available.

Orders are processed quickly, often the same day. As this shop is run by one person, emails requesting cancellations may not be seen prior to fulfillment—especially during high-volume periods. For this reason, cancellation requests for any reason (including accidental orders, insufficient funds, or change of mind) cannot be accommodated once an order has been placed.

Store Credit (Limited Exception)

In rare cases and at the shop’s sole discretion, a cancellation request may be approved before an order has shipped. If approved, the order will be canceled in exchange for store credit only. Store credit is non-transferable, has no cash value, and cannot be redeemed for refunds.

Once an order has shipped, cancellation for store credit is no longer available.

Orders Already Shipped / Returns

If an order has already shipped and the customer wishes to cancel, the package may be returned at the buyer’s expense. Returned items must be unused, unopened, and in original condition.

Once the return is received and inspected, a refund will be issued minus the original shipping cost. A restocking fee of up to 15% may be deducted to cover processing, handling, and fulfillment costs. Shipping fees are non-refundable. Returns that arrive used, damaged, or incomplete will not be eligible for a refund.

Disputes & Chargebacks (Shopify / PayPal)

By placing an order, the customer agrees that proof of shipment and delivery to the address provided at checkout constitutes fulfillment of the order. Orders marked as delivered by the carrier are considered successfully completed.

Filing a chargeback or payment dispute without first contacting the shop to attempt resolution, or filing a chargeback for an order that has been delivered and not returned according to the return policy, is considered misuse of the dispute process. All disputes may be contested with proof of order fulfillment, shipment, and delivery.

Customers who file chargebacks under these circumstances may be permanently restricted from placing future orders.

By completing your purchase, you acknowledge and agree to this policy in full.

⚠️ Defective or Damaged Merchandise

Please note: Because we order sticker books in minimum quantities, some minor damages may not be eligible for replacement if the inside contents remain functional and intact.

All items are carefully inspected before shipping. However, if your item arrives defective or damaged, please email us within 2 business days of receipt at shopmojo.jojoplans@gmail.com.

We are not responsible for damage incurred during transit or for misdelivered packages.

🎟️ Coupon Codes

Have a coupon code? Please remember to enter it at checkout and double-check that it has been applied to your order before completing your purchase.

Coupons cannot be honored retroactively if forgotten or not applied at checkout.

Discounts do not work on final sale, accessories, merch or in conjunction with active sales. If an item is excluded from discounts, it will be noted on the product listing.  

🌟 MOJO Rewards

If you experience issues with redeemed discounts or rewards not applying properly:

  • Contact us before completing your order at shopmojo.jojoplans@gmail.com so we can provide a manual discount code if needed.

  • Sometimes the rewards system glitches and discounts may not apply automatically, even if they are active. If this happens, simply return to your Mojo Rewards portal and go to the 'My Coupons' section. From there you can manually copy & paste the discount code and add it at check out. Redeemed rewards for a code do not expire and will be available for you to use on your next purchase.

  • Once an order is processed, the total cannot be adjusted retroactively. However, your unused code remains valid and can be found under "My Coupons" in your MOJO Rewards account for future use.

  • Rewards points EXPIRE 1 Year from the time they were earned. Ex: Make a purchase on January 1st 2025, those points will expire on January 1st 2026. To avoid losing unused points, redeem them for a discount code to be used at a later date, once rewards are redeemed for the discount code, the discount does not have an expiration date.