Shipping Policy

We are a small team of fewer than five employees. We hand pack and personalize each order before it leaves our warehouse and promise to ship as fast as we can, but we aren't Amazon Prime.

Still, most orders leave our warehouse the business day after you place your order. Bear in mind that most fulfillment delays come from incorrect addresses. Before placing your order, please ensure that your address is correct (include a suite/unit/apartment number when applicable).

ROUTE PACKAGE PROTECTION

We have partnered with Route to offer low cost, comprehensive package protection for both Domestic (US) and International Orders. This covers loss, theft and damage that may occur during shipping. We strongly recommend choosing Route protection at checkout. ORDERS THAT ARE PLACED AND SHIPPED WITHOUT ROUTE PROTECTION AND SUBSEQUENTLY LOST/DAMAGED/STOLEN IN TRANSIT WILL NOT BE ELIGIBLE FOR A REFUND. To file a claim with Route please follow the directions listed here: Route Help

SHIPPING AND DELIVERY QUESTIONS

When will I get my order?

  • DOMESTIC ORDERS typically leave our warehouse within 2-3 business days of receiving your order. This does not mean you will receive your order in 2-3 days. Delivery time depends on the carrier service selected, origin, destination, drop-off time, and season. Expect longer wait times during holiday seasons. Please do not contact us for shipping questions unless your order is over 2 weeks old. Please be patient and check the tracking number in the confirmation email you received after placing your order for shipping updates. This tracking # will sometimes not update for several days during transit.

  • INTERNATIONAL ORDERS typically leave our warehouse within 3-5 business days of receiving your order. This does not mean you will receive your order within 3-5 business days. If you select USPS First Class International delivery service, your order delivery estimate is 4-8 weeks after we ship your order. If you selected DHL, your order delivery estimate is 3-10 days after we ship your order. It's normal for international tracking #s not to update for 4-8 weeks after leaving the United States. This happens because your package is in your country's customs. Until customs processes your order, your tracking # will not update. It takes customs up to 12 weeks to process some orders.

I'm an international customer, do I have to pay import duties?

YES. Any VAT, import duties, taxes, customs clearance charges, or brokerage fees, etc., required by your country for importing consumer goods due at the time of delivery are the sole responsibility of YOU, the receiving customer. We do not collect these fees in advance. We cannot and will not falsely report on an item’s value to help you avoid these fees.

Tracking # says Shipping Label Created and hasn't been updated in days?

When we package your order and print your shipping label, a tracking # is immediately generated, and you will receive an email that your order has shipped. It has not shipped yet! Your Tracking # status will read "Shipping Label Created." This status only updates when a postal worker scans your package at pickup or a transfer point. Sometimes postal workers skip scanning packages altogether. Unless a postal service worker scans your package at some point, your tracking # status won't update. If your tracking # status still reads "Shipping Label Created" after several days, it does not mean your order is stuck or forgotten! It is probably on its way! If your tracking # still reports a "Shipping Label Created" status after 2 weeks of placing your order, please contact admin@acrobolix.com

You sent me an email saying my package was delivered, but it wasn't. Where is it?

When the package reaches your local post office, they scan it as "delivered." That scan triggers our system to send you a courtesy email letting you know your package was delivered. Typically, the package goes out for delivery the next business day.

If you had your package delivered to an apartment complex, dorm, or plaza, please check with any front desk reception or with your neighbors to see if they received your package. Please check with your local post office if they haven't seen it.

If your package still cannot be located, contact Route. Use the email you input during the time of placing your jujimufu.com order with the associated jujimufu.com order # in the Route App.

  1. Check your Order Status through Route here
  2. File a Claim through Route here

If you did not purchase Route protection we are not liable for packages lost during transit.

My order's tracking # has not been updated for a week? What do I do?

For DOMESTIC ORDERS, please wait 2 weeks after placing your order before taking action. If after 2 weeks your order's tracking # status reads "Shipping Label Created," please contact admin@acrobolix.com. If your tracking # status has been stuck at a location on its way to you for over 1 week, please contact Route. Use the email you input in your order with the associated jujimufu.com order # in the Route App.

  1. Check your Order Status through Route here
  2. File a Claim through Route here

If you did not purchase Route protection we are not liable for packages lost during transit.

For INTERNATIONAL ORDERS, your tracking # will not update for 4-8 weeks after leaving the United States. The reason this happens is because your package is in your country's customs. Until customs processes your order, your tracking # will not update. It takes customs up to 12 weeks to process some orders. If your package's tracking # has not updated in 12 weeks please contact Route. Use the email you input in your order with the associated jujimufu.com order # in the Route App.

  1. Check your Order Status through Route here
  2. File a Claim through Route here

If you did not purchase Route protection we are not liable for packages lost during transit.

The package was delivered to the wrong address, what do I do?

First, check your jujimufu.com order confirmation e-mail and compare the shipping address in that e-mail with the delivery address associated with your tracking #. If the two addresses match, you input your address wrong at checkout. Sorry, we cannot help you. Please contact admin@acrobolix.com with your order number and a description of your issue only if the addresses are different.

I checked the tracking # and the product was delivered back to the sender.

The carrier service could not deliver to the address you gave us. You probably entered your address wrong at checkout or provided an incomplete address. We will not reship to the same address or update the existing order. Please provide admin@acrobolix.com your order # and the associated tracking # with a description of your issue for a refund using the contact email below. SHIPPING CHARGES WILL NOT BE REFUNDED. We will process the refund minus the shipping charges, and then you can place a new order with a new delivery address.

I ordered Domestic Priority Shipping, why is my order taking so long?

This option is available only for USA DOMESTIC CUSTOMERS. Domestic Priority Shipping via USPS includes a delivery estimate of 1, 2, or 3 business days based on origin, destination, and drop-off time. This estimate DOES NOT include the time it takes our team to process, package, and fulfill your order (typically within 2-3 business days of receiving your order). Moreover, USPS does not guarantee their delivery estimate. Please see the USPS website here