FAQ
Frequently Asked Questions
Shipping and Returns
1. Shipping Time - Expedited
For your convenience we use multiple warehouses worldwide, so your order can be delivered as soon as possible, but that means some items can be delivered separately and have different shipping times. But in general the delivery times are as follows:
Expedited shipping times is usually between 2-7 business days world-wide.
Expedited shipping is carried by FedEx.
2. Shipping time - Standard
For your convenience we use multiple warehouses worldwide, so your order can be delivered as soon as possible, but that means some items can be delivered separately and have different shipping times. But in general the delivery times are as follows:
USA - 2-7 business days
Canada - 3-10 business days
European countries - 3-10 business days
Other regions - 7-30 days
3. How much does the Shipping Cost?
All USA orders receive FREE standard shipping for orders above $50.
For other countries the Shipping price is dependent on the order size and delivery address, but in general:
Expedited Shipping cost 0-20 USD.
Orders to USA and EU above 75 USD receive Free expedited shipping. Other countries receive free expedited shipping for orders above ranging 75-100 USD
Standard Shipping cost 0 - 9.99 USD. Most orders above 50 USD receive free standard shipping.
4. How long is the handling time?
After confirming the order, we ship out the orders within 3 business days, but 90% orders are shipped out within 1 business day.
5. Do you accept returns?
For physical products: if you received a damaged product, of course you may return it! If you have a complaint or you wish to return an item, please, contact us at info@joyful-couple.com.
If you wish to see more details about returning an item, see the next question.
For Massage Oils: due to their nature, only unopened massage oils can be returned.
For digital products: We cannot accept returns or issue refunds for digital products such as PDF files.
6. How do I return an item?
For a full refund you can return damaged or unsatisfactory items without a reason within 14 days of item receipt. You may return undamaged, like - brand new quality- products within 45 days. Contact us to start the process. Blind returns not accepted (fees for the return- shipping are not included). If your product arrived faulty or in inadequate condition, you are eligible for a refund, but you must provide a valid proof of such event.
*Refund is issued only after we receive the returned item back to us.
*For digital products: We cannot accept returns or issue refunds for digital products such as PDF files.
Payments
1. How can I pay?
We accept payments with VISA, VISA ELECTRON, MASTERCARD, MAESTRO cards and also payments with PayPal.
During the checkout you will be asked to provide necessary information and choose a payment method (CreditCard or Paypal).
In case you have issues with payments, please, contact us at info@joyful-couple.com
2. Can I cancel my order?
In case you have changed your mind or noticed a mistake in your order details, immediately contact us at info@joyful-couple.com.
If the order is not yet shipped out, we can cancel it and issue a full refund. After that - unfortunately it is not possible to cancel.
3. What to do, if I cannot place an order?
First, please, check, if you have filled in all of the necessary fields (name, phone, address, payment details etc.).
If everything is filled out, but there still seems to be a problem, please, contact us at info@joyful-couple.com. We will gladly assist you.
Digital Orders (Printables)
1. How will I receive my digital file?
When you place your order you’ll get an email or a download link straight away, with a link for you to download your file. If you placed an order and did not receive an email or a download link, please, contact us at info@joyful-couple.com.
2. How do digital purchases work?
Digital files are sent to you as a PDF, JPEG, MP3 etc. files that you can download to your computer. The benefit is that they’re instant gratification – so you could start enjoying it in minutes!
3. Why is the digital file not opening on my device?
Mobile - Sometimes the PDF files cannot be opened, saved and/or printed using some mobile devices. Some Apple mobile devices might require special apps that can be downloaded from the Apple or Android store. However, you can open the file on your computer, and then send the PDF files to your phone or tablet, which should work!
Computer - to open PDF files you need to have appropriate software installed. The most used software for PDF files is Adobe Reader. You can find and download it here.
If you still have trouble opening your purchased file, please, contact us at info@joyful-couple.
4. Can I sell or re-sell the digital/printable products I purchased?
Short answer - no you can't.
You may use the files for your personal use. You may print them how many times you like, you may modify the prints, you may gift the files and/or prints. But you are NOT allowed to receive any kind of monetary reward from using our products.
Terms of use: Products are subject to the copyright protection rules and regulations.
Any reprinting, reproduction or distribution is prohibited.
5. Are digital purchases refundable?
Unfortunately, due to the nature of digital items, we cannot accept returns or issue refunds for digital products such as PDF files.
Of course, if you cannot access or open your purchased file, please, contact us, so we can help you.
*Under EU consumer laws, you are giving up your rights to cancel the purchase or return the digital item.
Other Questions
1. Wholesale and Partnerships
For wholesale (50+ items) and/or partnership offers, please, contact us at sales@joyful-couple.com.
2. Who makes your products?
We are proud to say that all products under our brand "Joyful Couple" are created, designed and assembled by us - SIA Joyful Couple.
All rights to Joyful Couple's games (such as, but not limited to Naughty Game, Kinky Game, Romantic Game, Kinky Challenges, Travel Journal, Life Conversations) belong to Joyful Couple.
3. EU TAX - what is it?
As of 1 January 2015 the European Union has introduced a new law, which means that EU customers of online digital products will be taxed based on when they live rather than where the seller lives. As a result, we legally have to charge you VAT based on your country. In general, if you live outside EU - it does not apply to you.
4. Which relationship game is right for me?
If you are overwhelmed by the many options and can't decide which game to choose, we recommend reading this guide.
5. My question is not here. What now?
If you have a question that cannot be found here, please send us a message to info@joyful-couple.com. Always happy to help!
We try to answer as quickly as possible, usually within an hour, but not longer than the next business day.
In case you have not heard back from us within 2 business days, be sure to write us again, probably the first message was lost somewhere in the digital jungle. It can sometimes happen.
