FAQs

After you place an order, we'll send a confirmation email to the email address you used at checkout. Your order number will be included in that email.You can also track your order anytime through our 17TRACK Order Tracking page using your order number and email address.

JOVA accepts major credit cards, including Visa, Mastercard, American Express, and Discover, as well as supported express checkout options such as Shop Pay, PayPal, Google Pay, and Apple Pay.Eligible customers may also have the option to pay in installments through Shop Pay.Available payment methods may vary depending on your device, location, and order. You'll always see the payment options available to you at checkout.

Please confirm that your card number, expiration date, security code, billing address, and contact information are entered correctly. You may also need to check your available balance or contact your bank or payment provider, as they may decline or temporarily hold a transaction for security reasons.If the payment still does not go through, try another available payment method or contact support@jovatoys.com. For your security, please do not send complete card numbers or other sensitive payment information by email or phone.

JOVA currently ships to addresses within the United States only. Enter your shipping address at checkout to confirm service availability and the shipping options available for your order. We do not currently offer international shipping.

Orders are typically processed within 1–3 business days.Once your order has shipped, estimated delivery times are:1. Standard Shipping: 5–7 business days ($7.99)2. Expedited Shipping: 3–5 business days ($9.99)Delivery estimates begin after your order has been processed and shipped. Processing and delivery times may be longer during holidays, peak seasons, severe weather, carrier delays, or for remote locations.Please note that Expedited Shipping reduces transit time only and does not shorten order processing time.

Yes. Orders of $49 or more qualify for free standard shipping when the order meets the eligibility shown at checkout. Expedited shipping is not included in the free-shipping offer.If a discount code is applied, please confirm at checkout that the order still meets the free-shipping requirement. The final shipping charge will be displayed before payment is completed.

JOVA works with multiple carriers, as well as other regional delivery partners when appropriate. The carrier is selected based on the destination, package, service level, and current carrier availability. Customers generally cannot select a specific carrier.

If your order has not shipped, contact support@jovatoys.com or (602) 922-9782 as soon as possible. We will make a reasonable effort to update the address, but changes cannot be guaranteed once fulfillment has started.If the order has already shipped, the address may no longer be editable. Please contact our Customer Care team so we can review the carrier status and available options. If the package must be returned and shipped again, additional shipping charges may apply. Incorrect or incomplete shipping information may lead to delays, carrier return, and additional shipping charges.

Please confirm that the shipping address on your order is correct, then check around the delivery location, including entrances, mailrooms, package lockers, garages, side doors, and other secure locations. Ask household members, building staff, or nearby neighbors whether they accepted the package, and review any delivery photo or carrier notice.If the package is still missing, contact support@jovatoys.com with your order number and tracking number. Our Customer Care team will review the delivery information and advise you on the next steps. Any replacement or refund decision may depend on the carrier’s delivery record and investigation.

Carrier scans may be delayed while a package moves between facilities. Please review the latest tracking information on the carrier’s website. If the estimated delivery date has passed or the tracking has not updated for an extended period, contact support@jovatoys.com with your order number and tracking number so we can help investigate.

JOVA accepts eligible returns within 30 days of delivery.To start a return, please contact support@jovatoys.com with your order number and reason for the return. All returns must be approved by our Customer Care team before they are sent back.Returned items must be unused, in their original packaging, and include all parts, accessories, manuals, and labels.For returns that are not related to a product quality issue, customers are responsible for return shipping costs, and the original shipping fee is non-refundable. Returns requested more than 15 days after delivery may be subject to an 18% restocking fee.Please do not send your return until you have received the approved return instructions from our Customer Care team. Unauthorized returns may be delayed or refused.

After your approved return is received and inspected, JOVA will generally initiate the refund within 3–5 business days. Approved refunds are issued to the original payment method.After JOVA submits the refund, your bank or payment provider may take an additional 5–10 business days to post it to your account. Original shipping fees are non-refundable for non-quality returns. If you have not received the refund after the expected processing period, please contact your bank first and then reach out to support@jovatoys.com with your order number.

Product-specific information, including dimensions, materials, included pieces, age guidance, and available instructions, can be found on the product page and product packaging. Because features and requirements vary by item, please review the information for the specific product you purchased.

Age recommendations vary by product. Please follow the age guidance and safety warnings shown on the product page, packaging, and instructions. Adult assembly or supervision may be required for certain products.Do not give a product to a child outside the stated age range, and always follow product-specific warnings regarding small parts, protective equipment, batteries, water use, or other conditions.

Please stop using the product if the issue could affect safe operation. Contact support@jovatoys.com with your order number, the product name, a clear description of the issue, and photos or a short video showing the problem.Our Customer Care team will review the information and provide troubleshooting guidance or explain the available replacement, parts, return, or refund options based on the product and issue.

Please contact support@jovatoys.com with your order number, product name, and photos showing the product, packaging, and the items you received. Please keep the product and all original packaging while we review your request.Our Customer Care team will confirm whether a digital instruction manual or replacement parts are available and advise you on the next steps.

Answer five quick questions about the child’s age, who you’re shopping for, favorite interests, the occasion, and your budget. In just a few clicks, the JOVA Gift Finder will turn your answers into a personalized collection of gift ideas.Ready to find a gift that brings a big smile? Start the Gift Finder.Recommendations are based on your selections. Product availability, pricing, promotions, and delivery estimates are subject to the information shown on the product page and at checkout.

Enter your promo code in the discount code field in the cart or at checkout. Confirm that the discount appears in the order summary before completing payment.Promo codes must be entered exactly as provided and may be subject to eligibility, product, minimum-purchase, and expiration requirements associated with the specific promotion. If the code does not apply, review the promotional message and confirm that the items in your cart meet the stated requirements.

Yes. A valid promo code can be used on an order that also qualifies for JOVA’s free-shipping offer. The order must meet the free-shipping eligibility displayed at checkout after the promo code is applied. Please review the order summary before payment to confirm that both the discount and free standard shipping have been applied.

Joining is free. Simply create an account to start earning points and enjoying exclusive member benefits.

Points remain active for 12 months after your most recent purchase. We'll send you a reminder before they expire.

Redeem your points at checkout, or save them to unlock even more rewards in the Rewards Center.

Points generally can't be combined with other discount codes unless stated otherwise. Most sale items still qualify for point redemption.

Parents, creators, and family-focused influencers who enjoy sharing authentic play experiences are welcome to apply.

Most applications are reviewed within three business days. We'll contact you by email once we've made a decision.

Not at all. We're looking for creators who genuinely enjoy sharing great play experiences with their community. If your content feels authentic and aligns with JOVA, we'd love to hear from you.

If we’d like to feature your content, we’ll always ask for your permission first through a direct message or email.Your content will only be used after we receive your written or documented approval. We’ll also let you know how your content may be used and any applicable terms.

We’d love to see your playtime moments! Share your photos or videos by tagging JOVA on our official social media accounts, emailing jovaofficial@jovatoys.com, or submitting them through the JOVA Creator Program (when available).Please include your social media handle and the name of the product featured in your content.