Is JULO a marketplace?
The quick answer is NO.
At Julo, we don't create a list of vendors to shop from; we invest in these small businesses to help them grow. Marketplaces ask business owners to pay them for sending people to their site, we purchase the inventory outright, providing the business owners the capital to produce more, invest in their brands, and build economies of scale so they can offer more to customers like you.
What is your shipping process?
As soon as your order is placed, our staff goes to work immediately preparing that order. During holidays and weekends, this process can be delayed until the next business day.
As soon as the order is placed, it goes through a security check and verification process to help prevent any type-o's in the address and to mitigate credit card fraud. As soon as the order is approved, the order is sent to the warehouse.
Once, the warehouse receives the order, they will pick and pack the order. Once they pack the order, they weigh the package and print a shipping label. At this time, you will receive an email and or text message with a tracking number and link.
Don't get too excited though. It will take the courier time to update their system with information about the new tracking number. They will not likely show updates until they have had an opportunity to pick up the package and scan it through their systems.
We generally ship packages using USPS priority service on occasion we may send an item via UPS. As the package moves through the couriers facilities and vehicles, you will likely see updates on it's progress, although the consistency can vary by location and size of package.
Once an order leaves our warehouse, the shipping times can vary by the shipping service and location of delivery. Most packages are delivered within 1 to 4 business days.
Please note that we cannot prevent certain extenuating circumstances that may delay your package. The delays can include, but are not limited to weather delays, covid-related delays, holiday-related delays or any other delays that we may not have control over. In the event of such delay, we graciously ask for your patience. Delays caused by a circumstance that is out of our control may not be eligible for any type of recourse such as a shipping refund or other compensation. Your understanding is greatly appreciated.
In the event that your package is lost or stolen, we and the courier would appreciate you notifying us as soon as possible. For insurance reasons, we will likely need a written statement from you that your order was not delivered but no worries, all major couriers accept this statement via email. We want to do our part to prosecute instances of package theft and so we will ask you to provide any information that can be helpful to law enforcement and the courier's private investigators in helping to investigate and potentially prosecute anybody that seeks to prevent you from receiving your delivery. We graciously ask for your assistance in these investigations.
If you have any questions regarding this policy or any other policy, please don't hesitate to contact a member of our customer service team at email@example.com. They are here to help and will gladly answer any questions you have.
How do I check my order status?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 10 days of receiving your shipping confirmation email, contact us at firstname.lastname@example.org with your name and order number, and we will look into it for you.
We are not responsible for invalid shipping destinations.
What is your returns and refunds policy?
Make sure you return the item within 30 days of purchase if it is eligible for returns. Please note we do not offer returns on food products for any reason. In accordance with federal and state guidelines, all perishable food items are non-returnable and non-refundable.
However, if your item was damaged during delivery or you've received the wrong order, we're here to help! Follow these steps:
Take a picture of the damaged item.
Email the picture to email@example.com within 48 hours of delivery.
Send the package containing the damaged item to the following address: 147 Prince St, Brooklyn NY 11201.
Please allow 1-3 business days for processing.
Once the return is processed, you will receive store credit in the form of Julo Perk points. You can use these points towards your next order.
Thank you for shopping with us, and if you have any further questions or concerns, please don't hesitate to reach out to our customer service.