Refund policy
14-Day Returns
We have a 14-day return policy, which means you have 14 days after your item is delivered to request a return.
What Qualifies for a Return
You're welcome to open the box and look through your kit. To be eligible for a return, your kit must be:
- Unused — the wool has not been felted, and the needles have not been used
- Complete — all wool, needles, mat or base, and accessories are included
- In its original packaging
You'll also need your order number or proof of purchase.
Kits with used or partially felted materials, missing components, or used needles are not eligible for return.
How to Start a Return
Email us at support@joypok.com with your order number and the reason for your return. We'll review your request and send return instructions if approved.
Please don't send anything back before your return is approved — unapproved returns can't be processed.
Damages and Issues
Please inspect your order when it arrives and contact us within 48 hours if anything is defective, damaged, or incorrect. A photo helps us sort it out faster.
We'll evaluate the issue and make it right — at no cost to you.
Exchanges
The fastest way to get the item you want is to return the one you have. Once your return is approved and received, you can place a new order for the item you'd prefer.
Return Shipping
Customers are responsible for return shipping costs unless the item arrived defective, damaged, or incorrect. In those cases, we cover it.
We recommend using a trackable shipping method. We can't issue refunds for returns that don't reach us.
Refunds
Once we receive and inspect your return, we'll email you to let you know whether your refund has been approved.
If approved, your refund is issued to your original payment method within 10 business days.
Please note that your bank or credit card company may need additional time to process and post the refund to your account.
If more than 15 business days have passed since we notified you that your refund was approved and you still haven't received it, please contact us at support@joypok.com.
Order Cancellations
Orders can be canceled any time before they ship. Email us at support@joypok.com as soon as possible and we'll do our best to catch it.
Once an order has shipped, our standard return policy applies.
Gifts and Promotional Items
If your order included a free gift or promotional item, please return it along with the purchased item. Otherwise, the retail value of the gift will be deducted from your refund.
If a return brings your order total below our $50 free shipping threshold, the original shipping cost may be deducted from your refund.
Questions?
Email us at support@joypok.com — we're happy to help.