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FAQs
This comprehensive list of Frequently Asked Questions will help you find valued details, shopping and selling on Jenilo.
1. How long will it take to get my package?
The time it takes to receive your package will involve two main stages:
Order Processing Time
Your order is typically processed within 1 to 7 business days. This timeframe depends on the complexity of the item and our current order volume.
Estimated Delivery Time (after shipment)
- For United States & European Union (EU): Approximately 7–12 business days.
- For Other international destinations (including Vietnam): Approximately 10–20 business days.
Therefore, the total estimated time for you to receive your package will be the sum of the processing time and the delivery time.
For example: If you're in the United States, the total estimated time would be (1-7 processing days) + (7-12 shipping days) = approximately 8 to 19 business days.
Important Note: These are estimated delivery windows. Actual delivery times may vary due to factors like holidays, weather events, customs procedures, or transportation disruptions. Learn more on our Shipping Policy page.
2. Why Isn't My Package Tracking Updating?
It's common to see your package's tracking status seem stuck in one spot for a while before it reaches you. The updates you see reflect different points in its journey. If your package appears to be stationary, here are a few common reasons why:
- Internal Processing: Your item might be undergoing sorting, inspection, or other necessary procedures at a major distribution center or a local postal facility.
- Scan Lag: There can be a delay in tracking updates. Sometimes, the system doesn't immediately register its movement to the next shipping hub.
- Awaiting Delivery Schedule: Your package could have already arrived at the final post office closest to you and is simply waiting to be dispatched on its scheduled delivery day.
You can be confident your package is still moving toward you. The tracking information will update again once it's on its way for final delivery, and you should receive it as expected. Should you have any worries, please don't hesitate to reach out to our customer support team at [email protected].
3. I didn't receive the confirmation email.
Order confirmation email will be sent to you immediately after your items have been successfully paid.
In case you did not receive an order confirmation email from us, please take the following steps:
- Check Spam or Ads folder or other email account
- In case after 1 hour from the time of placing an order successfully, you still have not received the order confirmation email,
please contact us via [email protected] for the fastest support
4. Can I switch my order?
No. When a customer places an order, they will be asked to confirm all of the details regarding the item’s size, design, quantity, and so on. As a result, we do not accept returns or exchanges due to your selection of incorrect items, sizes, designs, addresses, and so on.
5. Can I cancel my order?
Yes, orders can be cancelled. However, you can only cancel your order on the same day if you do so within 4 hours of placing it. If you contact us after this time to cancel your order, it may have already been sent to the warehouse for processing and shipping.
6. Can I ship the order to multiple addresses?
We only ship orders to one address at a time. If you want to ship items to different places, you'll need to make separate orders for each address.
7. Will VAT taxes be charged?
We’re happy to serve customers worldwide, but please be aware of the following:
- Jenilo does not collect or pre-charge any taxes, VAT, or import duties.
- Any fees incurred upon delivery (e.g., VAT, customs duties) are the responsibility of the recipient, as per local regulations.
We recommend contacting your local customs authority to better understand any applicable import charges before placing your order.
8. I never received my package, what should I do?
In case your order arrives later than expected, it’s important to note that the estimated delivery times provided include both the producing and shipping durations. While we strive to offer accurate estimates at the time of checkout, there are instances where certain orders may experience slight delays either during the production process or while in transit due to the carrier.
If the estimated delivery date for your order has elapsed and your order has not yet arrived, we recommend waiting for a few additional days to allow for any potential delays in transit.
For U.S. orders, if a package has not been successfully delivered and it has been more than 30 days since the order was placed and tracking data is showing, you can request a refund or make a request to have the order be re-sent. If it has been less than 30 days and tracking data is showing, please patiently wait until the package has a chance to arrive.
For international orders, if a package has not been successfully delivered and it has been more than 30 days and tracking data is showing we will replace or refund these orders.
Should your order still not arrive after this grace period, please don't hesitate to reach out to us for further assistance via [email protected].
For more information or specific queries that you cannot find the answer in this page, please get in touch with our support team via [email protected].
9. Can I return or refund my order?
You may return or exchange items within 30 days of delivery if the product is defective or incorrect due to our error. In such cases, there are no sub-fees. For more details, please visit our Return & Refund page to understand which cases are eligible for returns/refunds.
10. What is the refund or return policy's time frame?
Our policy was in effect for 30 days after the delivery process was completed. After 30 days, the order will be considered accepted by the customer, and no reimbursement will be made. Read the Refund & Return Policy for more information.
11. How can I ensure the name and number on my jersey are spelled correctly and error-free?
We highly recommend that you carefully double-check the name and number you enter before completing your order. Our system will print/embroider exactly what you've provided.
Since these are personalized products, we cannot be held responsible for spelling or number errors made by the customer. If you discover an error immediately after placing your order (within 4 hours), you can contact us to request a cancellation and place a new order.
12. Where can I find the jersey size chart?
To ensure you pick the perfect fit, we provide a detailed Size Chart on each product page. We highly recommend measuring your body and comparing it to our size chart before placing your order. Please note that personalized products cannot be returned due to incorrect sizing, so double-check carefully!
We understand you might have unique questions that aren't fully covered here. If you still have concerns after reviewing our FAQs, please don't hesitate to reach out to our dedicated support team. We're committed to ensuring you have all the information you need. You can email us at [email protected] or visit our Contact Us page for more ways to connect.