Shipping policy

Thank you for shopping with Zoe Jay. We are a small boutique based in Hawai‘i, and we are proud to ship to customers across the United States and internationally.

Please review the following information regarding order processing, shipping methods, and delivery expectations.

 

Shipping Updates

As of December 9, 2024, all returned or cancelled orders will incur a 5% restocking fee, unless the return or cancellation is due to an error on our part.

 

Holiday Shipping

During peak seasons and holidays, shipping carriers may experience delays. We provide the most accurate information available regarding shipping timelines, but delivery times are ultimately determined by the carrier.

If you need additional information regarding your package, please contact USPS directly using your tracking number. We do monitor shipments and are happy to assist if you need help initiating a claim or locating a package.

 

Order Processing Times

Please allow 5–7 business days for order processing, excluding weekends and U.S. holidays.

Once your order has been processed, you will receive a shipping confirmation email with tracking information.

Please note that processing time is separate from shipping transit time.

 

Shipping Methods & Transit Times

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

 

Standard Shipping (USPS Ground Advantage)

Estimated delivery times:

  • 7–14 business days to the mainland United States
  • Packages weighing 1 lb or more may take up to 2 weeks depending on USPS routing and processing

Delivery times are estimates provided by USPS and are not guaranteed.

 

Priority Shipping (USPS Priority Mail)

Estimated delivery time: approximately 3 business days depending on destination.

 

Express Shipping

For customers who need faster delivery, we offer FedEx 2-Day Express shipping for a premium rate when available at checkout.


Other shipping methods

Delivery times are estimates provided by carrier and are not guaranteed.

 

Brand Fulfillment Exceptions

Some brands ship directly from their own warehouses rather than from our Hawai‘i location.

The following brands are fulfilled separately:

  • Mebie Baby
  • PlanToys
  • Lovely Littles

Orders containing these items may arrive separately from other products in your order.

Because these items are processed directly by the brand’s warehouse, orders containing these items cannot be cancelled or modified once placed.

 

Made-to-Order Items

Made-to-order (MTO) products have their own estimated processing times listed in the product description.

Please ensure that the listed timeframe meets your needs before placing your order, as we do not accept cancellations or returns on MTO products.


 

 

Pre-Orders

Pre-order cutoffs and estimated delivery windows are listed within each product description.

By placing a pre-order, you acknowledge that unexpected delays may occur, including delays caused by manufacturing timelines, weather disruptions, or shipping carrier delays.

Orders that contain both pre-order and ready-to-ship items will ship once the pre-order item becomes available, unless otherwise stated.

Out of Stock Items

If an item in your order becomes unavailable after purchase:

  • The remaining items will still ship.
  • You will receive store credit for the out-of-stock item.

If your order qualified for free shipping, your shipping rate will not be adjusted.


Shipping for Olli Ella & Larger Toys

Due to their larger size and dimensional weight, Olli Ella dolls and toys and other larger wooden toys may not qualify for our standard shipping rates.

If your order does not meet the free shipping threshold, additional shipping charges may apply. These charges will be calculated and displayed at checkout.

 

Address Accuracy

 

To ensure that you receive your package within the estimated timeframe, please confirm 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.


 

 

Order Merging

We do not merge multiple orders, unless otherwise advertised for a specific release or drop.

International Shipping

International shipping rates are calculated at checkout.

For international orders placed through Zoe Jay:

  • Duties are included in the shipping option provided, so you should not be charged duties upon delivery.
  • Applicable taxes are calculated at checkout based on your destination country.

International delivery times may vary depending on customs processing in the destination country.