Order Delay
Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from Jaduz Essentials warehouse. Following countries and shipping methods may be different:
a. For orders shipped to the USA, it will be counted 45 days after orders departed from Jaduz Essentials warehouse.
b. For Brazil, it is after 110 days counting from the date that order departed from Jaduz Essentials warehouse due to the strict customs clearance at Brazil.
c. For some special shipping methods, Jaduz Essentials cannot deal with your disputes. (See the following important interpretation)
Notes:
Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.
Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will be normally delivered to self pick-up cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for clients to contact the local post office or go to the post office for delivery.
Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, Jaduz Essentials will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee that of a positive result.
Orders not Received
Jaduz Essentials will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If you do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Notes:
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, you need to pick up the package by yourselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Jaduz Essentials takes no responsibility if products have been lost.
b. If the logistics company provides return service to China, Jaduz Essentials will put the products in your private inventory and will not refund them when we receive the returned items.
c. Jaduz Essentials cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
Products Damaged
Jaduz Essentials offers a full refund or a replacement if packages arrived are badly damaged.
Jaduz Essentials offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, Jaduz Essentials cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For ordinary, electronic products, you shall complain or open a dispute to you within 30 days after packages are delivered.
Incorrect or Missing Products
Jaduz Essentials has a strict quality control process before products are dispatched. Jaduz Essentials will deal with incorrect or missing products as follows:
a. For incorrect products, Jaduz Essentials offers a full refund or replacement.
b. For products with wrong color, size which doesn’t affect product function, etc., Jaduz Essentials offers a refund or resend if you provide a screenshot of your complaint including name, content and date.
c. For parts missing which doesn’t affect product function, Jaduz Essentials may refund partially or resend the missing part; for parts missing which affect product function, Jaduz Essentials will resend the product only.
d. For accessories, Jaduz Essentials will resend the accessories.
Notes:
For size problem, Jaduz Essentials will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.
Orders Cancellation
For orders cancellation, Jaduz Essentials offers a full refund before products are processed by warehouses.
a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, preorder inventory orders cannot be canceled as it is special products and only available for you.
c. After payment, video and photo orders cannot be canceled as Jaduz Essentials has planned and prepared for you after payment.
Force Majeure
Jaduz Essentials takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Jaduz Essentials will notify you by Email.
Return
Unacceptable Disputes
Jaduz Essentials shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. The product description is not real.
c. Products smell unusual.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
h. In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.