SHIPPING
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have been shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
Location |
*Estimated Shipping Time |
United States |
5-20 Business days |
Canada, Europe |
5-20 Business days |
Australia, New Zealand |
5-20 Business days |
Central & South America |
5-25 Business days |
Asia |
5-20 Business days |
Africa |
5-25 Business days |
*This doesn’t include our 1-3 day processing time.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
RETURNS
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- If you did not receive the product within the guaranteed time (45 days not including 1-3 day processing) you can request a refund or a reshipment.
- If you received the wrong item you can request a refund or a reshipment.
- If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
We do not issue the refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of jouvelle.com (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of jouvelle.com.
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing, you must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
I was initially skeptical about purchasing this product, but I must say it's one of the decisions I've made for myeline friend. The mushroom design is both whimsical and functional, providing a unique aesthetic to our living room while also serving as an engaging playground for our cat. It's not just a climbing frame; it's also a scratch post which has saved our furniture from claw marks! Our kitty spends hours on end playing, scratching and even sleeping atop the mushroom cap - she absolutely loves her new toy. Plus, its robust structure ensures that it can withstand all her rough play without any damage.
This cat climbing frame is absolutely fantastic!
Wow...this deluxe scratch post has been a life-saver for our furniture.
This deluxe cat climbing frame and scratch post has been nothing short of amazing for us. Our cats are obsessed with their new playground - they love scaling up the sturdy structure like little mountaineers before settling down for a nap on top of the mushroom cap! Not only does this provide them with endless entertainment, but it also serves as an excellent tool to keep their claws in check so they're not tearing up our furniture anymore. Moreover, we appreciate how well-crafted and visually appealing this piece is – it adds a lovely touch to our home decor.
cool
Fantastic quality, robust structure, and visually appealing
What an incredible find! This deluxe cat climbing frame combined with a scratch post is everything we could have wished for and more. It’s quickly become my cats' favorite spot in the house – whether they’re feeling playful or sleepy, you’ll find them on there most times during the day. They particularly enjoy scratching at the post which thankfully means less destruction around other parts of my house now! Even when they get too energetic during their playtime sessions (which happens quite often!), I’ve noticed that due to its robust build quality, this thing doesn’t budge or show signs of wear easily.
my cats are obsessed with their new toy.
recommend