Question 1

Are your products available for purchase in store?

Accepted Answer

Our products can only be purchased from jcmoments.com. We currently do not have any physical store locations and our products are not sold on other websites.

Question 2

Will I receive an email once my order is placed?

Accepted Answer

When you place an order on our website, you will receive a confirmation email in your inbox. Once your order has been processed and shipped out by our team, you will receive an email stating that your order has shipped along with tracking information.

If you ordered multiple items, they may ship in multiple packages. If this is the case, you will receive a new email with the appropriate tracking information once each item has shipped.

Question 3

Can I make changes or cancel my order?

Accepted Answer

As we process orders immediately after they are placed, unfortunately we cannot make any changes or cancellations to orders. All sales are FINAL.

Question 4

I put the wrong address on my order, can I change it?

Accepted Answer

As we process orders immediately after they are placed, we cannot change any information. However, please contact our Customer Service team ASAP and we will see if we can make changes to the delivery address.

Question 5

How long does it take to process my order?

Accepted Answer

Orders are processed within 1 to 4 business days from the date the order is placed. Please note this time frame excludes public and statutory holidays. If you place an order during one of these dates, your order will be processed on the following business day.

Question 6

Will I be charged customs and import duties?

Accepted Answer

JC Moments Inc. cannot control any customs or imports applied to your package, which will vary from country to country. You may be required to pay such fees when you accept shipping of the items from the courier.
 
In the event you refuse the package, the courier may return the items to us. JC Moments Inc. may be required to pay additional charges to the courier in respect of the cost of return including customs and import duties that were payable by you. We will recover the costs from you by deducting the relevant amount from any refund owed to you.

Question 7

How can I track my order?

Accepted Answer

All orders will be shipped via the following couriers depending on your destination country:
 
Canada Post (https://canadapost.ca)
Fedex (https://fedex.com) 
UPS (https://ups.com)

You will receive tracking information once your order has been shipped.

Question 8

I received a damaged/defective item

Accepted Answer

If you have received a damaged/defective item, please contact our Customer Service team within 48 hours of receiving your product. Please include your first and last name, order number and photos of the damaged/defective item.

Question 9

I haven’t received my order

Accepted Answer

If you haven’t received your order within the timeframe specified on our website, please contact our Customer Service team as they will help you locate your order!

Question 10

Can I return my item for a refund?

Accepted Answer

ALL ITEMS ARE FINAL SALE.

Our items are carefully made and handcrafted. As a result, items may vary slightly in
color and may contain small imperfections such as air bubbles. However, this should not in any way affect the life or performance of these items in any way. All products are water resistant but not waterproof.

To best maintain your decorative items, use a damp cloth when caring for them.

FREQUENTLY ASKED QUESTIONS