Domestic Shipping:

We are proud to offer shipping to all U.S. states and U.S. military addresses (APO/FPO/DPO).

Standard Shipping:

Estimated delivery time is 5–7 business days, however please note that we ship from Hawai‘i.

Due to recent USPS network changes, shipments from Hawai‘i to the mainland United States may experience longer transit times than previously expected.

• USPS Ground Advantage: typically 7–14 business days
• Packages weighing 1 lb or more: may take up to 2 weeks depending on USPS routing and processing.

* Transit times are estimates provided by USPS and are not guaranteed.

Express Shipping Option:

For customers who need their order faster, we offer FedEx 2-Day Express shipping for a premium rate. This option will be available at checkout when applicable.

We recommend selecting this option if you need your order by a specific date.

Shipping Delays

Once an order has been shipped and accepted by the carrier, Zoe Jay is not responsible for carrier delays caused by USPS, FedEx, weather conditions, or transportation disruptions.

While delays are uncommon, they may occur and are unfortunately outside of our control. Because of this, refunds or replacements cannot be issued for packages that are delayed while in transit with the carrier.

International Shipping
International shipping rates are calculated at checkout.

For international orders, duties are included in the shipping option we provide, so you will not be charged additional duties upon delivery.

However, applicable taxes will be calculated at checkout based on your destination country. If you have any questions regarding international shipping, please feel free to contact us.

Address Accuracy
To ensure that your package arrives without delay, please make sure that your shipping address is entered correctly at checkout.

Zoe Jay is not responsible for packages that are lost, misplaced, or delivered to an incorrect address provided by the customer.

Shipping Exceptions for Olli Ella Dolls & Rugaroo Playground

Please note that Olli Ella dolls and Rugaroo playground are excluded from our standard shipping rates due to their larger size and dimensional weight.

These items may incur additional shipping fees if your order does not meet the free shipping threshold. Any additional shipping costs will be calculated and displayed at checkout.

Brand Shipping Exceptions

Some items ship directly from the brand’s warehouse rather than from our Hawai‘i location.

The following brands are fulfilled separately:

• Mebie Baby
• PlanToys
• Lovely Littles
  
  

Read our full Shipping Policy here.

We offer pickup in Ewa Beach, Hawai'i. Please note that you will receive a confirmation message when your order is ready for pickup.

Price Adjustment Policy

At Zoe Jay, we strive to offer competitive prices and exceptional value. However, we do not offer price adjustments on purchases. This policy applies to:

• Items that go on sale after your purchase.
• Promotions or discounts introduced after your order is placed.

We encourage you to take advantage of our current promotions and discounts at the time of your purchase.

We would also like invite you to our Facebook VIP Group to unlock deals and be notified of future promotions and drops.

If you have any questions about our pricing or promotions, feel free to reach out to our customer support team at info@zoejay.com.

If your order contains item/s that are out of stock, we will ship the rest of your order and we will give you store credit for the out of stock items. However, we strive to give the best customer service and we try to make things right and offer alternatives before shipping your order.

If you qualified for free shipping with those items, your shipping fee will not be affected.

Return Policy

General Return Policy
We have a 14-day return policy, meaning you have 14 days from the date of delivery to request a return.

To be eligible for a return:
- The item must be in the same condition as when you received it: unworn, unused, with tags, and in its original packaging.

-You must provide a receipt or proof of purchase or an order number.

-All return postage are paid for by the buyer.

To initiate a return, contact us at info@zoejay.com.

If your return is accepted, we will provide detailed instructions on how and where to send your package. Please note that items sent back without first requesting a return will not be accepted.

For any questions about returns, feel free to contact us at info@zoejay.com.

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Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will evaluate the issue and work to resolve it promptly.

For handmade items that arrive damaged, contact us right away. Please note, we do not accept returns for undamaged handmade items or for reasons of buyer’s remorse, as these items are made to order.

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Exceptions / Non-Returnable Items
Certain items cannot be returned, including:
- Custom products (e.g., special orders or personalized items)
- Swimwear
- Seasonal items
- Korean pre-order items
- Clearance items
- Gift cards
- Handmade items

If you have any concerns about your specific item, please reach out to us.

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Exchanges
The fastest way to get the item you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.

We will notify you once we’ve received and inspected your return. If your return is approved, a refund will be issued to your original payment method within 10 business days.

Please note, it may take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund was approved, contact us at info@zoejay.com.