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.
my dog used to toss and turn all night, but since we got this, she sleeps soundly. it's perfectly cushioned, not too firm, not too soft. I love that it’s easy to clean, and the material seems really durable. It's a lifesaver for any dog owner who wants their pet to rest well.
I was skeptical at first, but my dog immediately took to it. It's the perfect thickness and softness. He sleeps so much better now. I couldn’t be happier with this purchase.
Finding something comfortable enough for my dog has always been a challenge, but this product met all my expectations and more. My dog is notorious for being picky about where he sleeps, but this mat won him over immediately. The thickness is just right, providing the support he needs without being too firm. It’s also surprisingly easy to clean, which is a major bonus. The material feels sturdy yet soft, and it looks good in any room. My dog seems more relaxed and well-rested since we started using it. I couldn’t be more pleased with this purchase!
exceeded my expectations, perfect for my dog's naps, super cozy!
I never thought a simple mat could make such a difference. My dog no longer jumps on the couch but prefers this mat. The texture is inviting, and it seems to hold up well even after multiple washes. It’s spacious enough for him to stretch out, and he looks so comfortable.
Soft, durable, my dog's new favorite spot to sleep.
I was on the hunt for something that would finally get my dog off the couch and into his own space, and this mat did the trick. It’s thick enough to provide excellent support but still soft enough to be inviting. My dog is a bit older, so joint comfort is a big deal, and I’ve noticed he seems to wake up less stiff after sleeping on this. The material is durable and stands up well to regular washing, which is a huge plus. It’s big enough for him to sprawl out, and he truly loves it. I’m so glad I made this purchase.
this thing is amazing, my dog's new go-to sleeping place