Shopping & Support FAQs

Ordering

Can I order by phone, fax, or email?

Yes, please contact us.

How do I check my order status?

We send updates by email and provide tracking once shipped. You can also log in to your JELOSTONE account.

Can I change or cancel my order?

Changes are only possible before shipment. Cancelled orders cannot be reactivated.

When will my order ship?

Most orders ship within 1–2 business days.

Do you accept backorders?

Yes, some items can be backordered. Contact us for availability.

What payment methods do you accept?

Visa, MasterCard, Discover, and American Express.

Why was my card declined?

This may be due to insufficient funds, incorrect details, or bank restrictions. Please check with your bank.

What is your return policy?

Most products can be returned within 30 days with an RMA. See our Refund Policy for details.

Do you offer a money-back guarantee?

Yes, eligible items may be returned within 30 days. Non-defective items may incur a restocking fee.

Do you offer assembly services?

No, JELOSTONE does not provide assembly.

How do I return a product?

Request an RMA at info@jelostone.com.

Who pays return shipping?

Customers are responsible unless the product is defective.

How long for a refund?

Typically processed within 3–5 business days after we receive your return.

How can I track my order?

Tracking details are emailed and available in your JELOSTONE account. See our Shipping Policy for details.

What if my order is damaged or lost?