Shipping Policy

Order Processing

Please allow 1–5 business days for your order to be processed before shipping.
Shipments are not picked up by carriers on Saturdays, Sundays, or U.S. National Holidays. Transit updates are available Monday through Friday.

Once your order has been placed, you’ll receive a confirmation email with your order number. When your order ships, you’ll get another email with your tracking number.
In some cases, your order may be split into multiple boxes, but you’ll still receive one order number and one tracking number for your complete purchase.

Delivery & Carriers

We primarily use USPS, UPS, and FedEx for all U.S. deliveries. Estimated delivery time for metropolitan areas in the U.S. is 5–7 business days once shipped.

All shipping fees are non-refundable once the order has been dispatched.

If you live in a remote area, your parcel may be transferred to a local courier for final delivery. Tracking updates may show this as a “delivery event,” and your package should arrive within 24 hours.

Shipping Delays

We do our best to ensure your order ships on time.
In the rare case of a delay caused by us — for example, due to inventory issues or overselling — our team will reach out to you promptly and provide updates. We’ll also offer an appropriate compensation or store credit to make up for the inconvenience.

Hey Joanie is not responsible for delays caused by natural events, uncontrollable circumstances, or carrier-related issues (such as customs clearance delays).

Duties & Taxes

For U.S. and Canada orders:
We ship from our local warehouse, so no customs duties or import taxes will apply.

For orders outside the U.S. and Canada:
We’re happy to ship internationally, but please note that import duties, taxes, and customs fees may be charged by your local customs office upon delivery.
These fees are determined by your country’s customs regulations, and are not included in our shipping rates.

If any documentation is required for customs clearance, our team will gladly assist and provide the necessary paperwork to help ensure a smooth process.

Lost or Damaged Packages

We take great care to make sure your order arrives safely. If your package arrives damaged, please accept the delivery and contact customerservice@heyjoanie.com right away — we’ll help sort it out.
If a delivery attempt fails or the package is returned to sender due to a missed pickup, you may be responsible for reshipment fees.

In the unlikely event that your package stops tracking for more than 5 business days, please contact us so we can help investigate.

If package theft is suspected, please file a police report with your local precinct. Once the report is submitted, our Loss Prevention Team will follow up within 48–72 business hours to assist with your claim.

Need Help?

Our Customer Care team is always here for you — please reach out at customerservice@heyjoanie.com for any shipping questions or special requests. 💙