Shipping
Q: Where does Joyway Ship to?
A: worldwide shipping
Q: Where does Joyway Ship from?
A: We ship from US Canada and Europe warehosues.
Q: What is my order number?
A: Online order numbers start with # and are followed by 5 digits. You’ll see this on your original order confirmation as well as any shipment emails.
For in-store purchases, your order number is your receipt number and can be found in the subject line of your emailed receipt. Please also let us know what store location you purchased from.
If you received your order as a gift and don’t have access to the order number, we’ll just need a couple more details about your gifter so that we can locate it for you! Please include their name, email address, and your shipping address if you received it directly to your home. We will not be able to assist with any returns unless we can locate the original order number.
Q: When will I receive my order?
A: Every order goes through a quick 1-3 business day processing period at our warehouse before it's ready for shipping. Once it leaves our warehouse, the delivery time depends on the shipping method you chose at checkout. If you select our UPS Ground shipping, your order will typically arrive in 1-7 business days, depending on where you're located.
Please note that our warehouse team takes a break on weekends and federal holidays. Orders placed on these days will be shipped on the next business day.
Q:Can I cancel or change my order once I've placed it?
A: Our team moves quickly to get your order shipped out ASAP, but you’re able to cancel your order within 30 minutes of checking out. If you’re within this timeframe, you can contact us on email joywayluggage@gmail.com to cancel the order.
If the order has been shipped but need to change your address, please reach out to us by email and we’ll see what we can do. If you’re looking for a different product and are traveling soon, we recommend that you place a new order for the color or size you would prefer, and we can assist with a return of the original order once you receive it.
Q: How much does shipping cost?
A: We offer free UPS Ground on all orders $50 and above shipping to the contiguous US. But there are a few faster options too:
Suitcases (per unit)
UPS Ground to the contiguous US: free on 50$, otherwise 6.99$ to 9.99$ according to the parcel weight when check out.
UPS Ground to Alaska, Hawaii, or Puerto Rico: Unable to ship.
Other countries: Unable to ship.
Return & Exchanges
How to return and exchange?
At Joyway Luggage, our mission is to redefine your travel experience with exceptional quality and innovative design, all backed by the trust of millions of satisfied travelers. We're committed to ensuring your complete satisfaction with Joyway products, and we offer hassle-free returns and exchanges for unused items within the first 100 days.
To make your return experience as smooth as our 360-degree wheels, we kindly ask you to test your Joyway Luggage indoors, preferably on a carpet, before your actual journey. Here's how:
Test the Wheels: Take your suitcase for a spin indoors to experience the effortless maneuverability of our 360-degree wheels.
Pack It Right: Try out your suitcase's interior compression system by filling it with as many outfits as you can. Not sure which Joyway suitcase size suits you best? Our comparison page can help you make the right choice.
Lock Considerations: Keep your suitcase's lock set to 0-0-0 until you're absolutely certain it's the perfect fit for your adventures.
Hang on to the Packaging: Please retain the original packaging; it'll come in handy if you decide to return your order.
If everything meets your expectations and aligns with your travel needs, it's time to embark on your journeys with Joyway.
To initiate a return, please contact us at email joywayluggage@gmail.com, we will send you a return lable to process the return or exchange.
Your satisfaction is our priority at Joyway Luggage, and we're here to make sure your travel experience is as enjoyable and seamless as possible.
Payment
Q:What channels do you accept payment from?
A:We accept all major credit and debit cards. Our payment service is through Stripe and Sage Pay, one of the UK biggest and most secured payment gateways, we do not hold any personal banking information on our system. Please note that due to security reasons Sage pay can only accept credit/debit cards that match the billing address of the card. If your payment fails, please check the address you have provided for the card payment as the address and postcode must match the card. If it does not payment will fail and your order will be rejected.
Sage pay will only accept 100% secure payments, if any of your data does not match the card data, e.g. address, post code, house number, name or security code. Sage pay will reject the payment and it will not be collected. Your bank may try to send the payment even though Sage pay has rejected and the payment will not be collected and returned to your bank within 5 working days. Your bank is able to reverse the payment as they have put a shadow on the transaction. Sage pay is a vendor and is unable to send payments back that are rejected; only the banks have authority to do this. You can also call the office and make payment by card over the phone through our card machine. Alternatively we accept bank transfers.
If you require to pay by bank transfer please contact us to ensure you have the correct bank details, as from time to time this may change. No order will be sent out without payment.
Warranty
Q: Do your suitcases have a warranty?
A: Of course! Our suitcases are guaranteed by 2 year warranty. If your luggage encounters damage to the following parts, such as: handles, wheels, TSA locks, zipper pulls and side feet, we will send you new parts for replacement, no questions asked. Any questions, please feel free to contact us.