1. Who will be listed as the sender on my shipment?

Your shipment will come from Z Global Logistics, the fulfillment division of Jazwares. This is the company name that will appear on the shipping label when you receive your package For any further inquiries about your order, please contact customer service.

2. Can I track my international order?

Yes, all international orders can be tracked. Once your order is shipped, you will receive a tracking number via email. You can use this number to track your package’s journey online with DHL.

4. Is free shipping available for international orders?

No matter the size of your order, we do not offer free shipping for deliveries outside the contiguous US.

5. What delivery times can I expect for international orders?

Delivery times can vary based on your order and address. The DHL eCommerce Parcel Direct shipping method usually has an estimated delivery time of approximately 2 weeks, while DHL Express Worldwide typically delivers within about 1 week. Delivery times may be affected during high volume times or holidays, or due to unforeseen carrier or logistical delays. All international orders are aimed to be delivered as quickly and safely as possible.

7. What is considered an international order?

Any order that ships outside of the continental US is considered an international order.

8. Which countries do you ship to internationally?

We are pleased to offer shipping to international customers in UK and Canada. *Certain products may not be available for international shipping.

9. Do you ship internationally?

Yes, we are pleased to offer shipping to the UK and Canada through DHL eCommerce Parcel Direct, with an estimated delivery time of about 3 to 4 weeks, and DHL Express Worldwide, with an estimated delivery time of about 2 weeks. Please note that free shipping is only available for orders shipped within the contiguous United States. *Certain products may not be available for international shipping.

10. Why is my shipment delayed?

Though every reasonable effort will be made for timely fulfillment, ordering by 12/15 does not constitute a binding guarantee for 12/25 delivery. Delays may occur due to inclement weather and unforeseen circumstances. If your shipment delayed, please contact us through our Help Center so we can assist.

11. Do you ship to a PO Box or APO address?

We do not ship to PO Boxes at this time. Please enter a physical address for shipping. In support of military we do ship to APO addresses.

12. Can I use multiple promo codes at checkout?

Depending on the promotion or discount being used the details will be provided that will explain the rules and usage.

13. How do I track my order?

Once your order has shipped your tracking information will be provided to the email address used at check-out. If you’re still having issues check your spam/junk email folders. Still no tracking information, contact the Help Center so we may assist.

14. My discount code didn’t apply. Can you help?

Please reach out to Customer Service through our Help Center so we may assist you further.

15. Can I cancel my order?

We’d be happy to assist you with a cancelation if your order has not entered the shipping stage. If your order has been processed, please contact us through our Help Center.

16. I didn’t get a confirmation email. Was my order successful?

If you have not received your order confirmation, we recommend checking your spam/junk mail. If you’re still having issues, please contact Customer Service through our Help Center and we will be happy to assist.

17. My order won’t go through. What should I do?

1. Double check that all required fields are filled out completely.
2. Is your payment information correct?
3. We recommend checking your email to see if you’ve received an order confirmation, before placing an order again. If you’re still having issues, please contact Customer Service through our Help Center…

18. Where do you ship Jazwares Products?

Jazwares products are shipped within the contiguous US excluding Alaska, Hawaii and Puerto Rico. Jazwares ships internationally to the UK and Canada. Jazwares products can be shipped to residential, business, and university locations, but please make sure that you have added your correct address to ensure accurate delivery. If there are errors in the address and it is not recognized via traditional shipping systems, your order may be delayed. If an incorrect address was provided at the time of order, those orders will be set aside to fulfill correctly addressed orders first. For any address issues that were not corrected, Jazwares is not responsible for any additional shipping charges. If shipping to a business or university, please check to make sure that your suite or student mailbox number is listed correctly (students, please confirm with your academic website regarding how to properly have a package sent to you). Please note, orders made over the weekend and during sales will be processed in the next two business days.

19. When can I expect my purchase to arrive?

Once your order has shipped you will receive a tracking number to keep up on your delivery status. If you are unsure of the status of your delivery please contact the Customer Service team here. Allow 3-7 business days for order delivery. We are not responsible for carrier delays or issues.

20. My order was wrong.

Oh no, we are so sorry! Please contact our Customer Service Team here within 10 days of delivery, please provide your order number and what was incorrect with your order. We are here to help! Please note, discontinued or out of stock products will be issued a refund for the amount paid.

21. My order was stolen or never arrived!

Oh no! Deep breath, have you checked with a neighbor or building manager to see if it was picked up by mistake? Was it left at the side door or maybe near the garage? If you still have a missing product, you need to contact USPS or UPS and file a claim for the missing package, in our experience this can take up to 48 hours to be confirmed. If you have any questions or need any additional assistance, please contact the Customer Service team here. Jazwares is not responsible for lost or stolen packages.

Important notes:

• USPS delivery vehicles use GPS that can automatically update a package as “delivered” prematurely. Please wait another business day, as the package could have been marked as delivered by mistake, and will arrive the following day.
• Contact your local USPS post office. Make sure you contact your LOCAL post office, and not the USPS hotline. Your local post office will be able to provide quicker, and better service. Ask who delivered the package, and ask for the details of that day’s delivery. USPS is used to these questions, and will generally provide helpful information.

22. Do you offer two-day shipping?

Yes, two-day shipping is available for orders placed by 11:00 a.m. PST, Monday through Friday. Please note that availability may vary by product. *We are not responsible for carrier delays once the order has shipped.

23. Can I change the shipping address on my order?

If your order has not yet been processed, you can contact our Customer Service team to have your order updated. Please include the address on your order as well as the new address when contacting our team. Unfortunately, once your order has been processed, we are unable to make any changes to the shipping address. If our system does not recognize your address we will hold your order until you can confirm the address or provide a corrected address. Three (3) attempts will be made to update an incorrect address before the order is canceled. Please note that changes to your order may be limited during periods of high order volume. Any address updates during the holidays may result in delayed delivery times.

25. Do I have to pay for shipping for a return?

If you are returning a product, you will be responsible for the return shipping per order. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

When can I expect my refund?

After your refund has been confirmed please allow 7-10 days for your banking institution to process.

What is the Jazwares return policy?

At Jazwares your satisfaction and enjoyment with your purchase is very important to us! If you are not delighted with your order, most new products can be returned within 30 days of receipt for a refund.

Please note we do not refund original or return shipping and handling fees. You will be responsible for any return shipping expenses. In order to process your return please submit your return inquiry here and a customer service representative will contact you with a return authorization which is needed to process your return.

We are not responsible for late or lost returns. In the case of returns due to defective products or an incorrect order please submit an inquiry to find out if you are eligible for a provided return label.

Upon receipt and review of the returned item the refund will be processed. If the returned item(s) appear damaged (intentional tampering) or is received in a condition that is different from the condition in which it was sent, Jazwares reserves the right to issue a partial refund at their discretion.

The refund will be applied to your original method of payment. Please allow 3-7 business days for the funds to be returned to your payment method after the refund has been processed or please check with your bank if you have any questions on their individual refund policies.  If we are unable to refund to the original payment method a Gift Card will be provided.

We also offer gift cards in lieu of a refund.  Just let us know if you would like to take advantage of this opportunity.  

For returns on items that were shipped to you and were received with a defect, or the wrong item, please reach out to the Customer Service team so that we can arrange the return shipping.

In order to provide a shipping label, the address cannot be a PO box. Please note:  UPS does not pick up or ship to PO boxes.