Due to our incredibly high volume of orders, we are not able to process returns, exchanges, cancel orders, or process refunds. Please be sure to consult the size chart on the item BEFORE checking out. In the case of an exception, all exchanges will be subject to full responsibility for freight Any requests for an exception must be made within 3 business days of receiving your item(s). Once again, exceptions are not guaranteed and are to the discretion of our leadership team.
Once your order has been fulfilled, a tracking number is emailed or sent via SMS text to the email address you provided or the phone number on file. Please be sure to provide us your best email/phone number and don’t forget to check your spam and junk folders. As a reminder, items may take your package up to 10 business days to arrive. This includes processing times and shipping times with USPS.
There are several reasons why your order may have been cancelled:The item(s) sold out.There is a delay in replenishment for your item(s).We are unable to verify your billing information and/or your billing address does not match the credit card on file for the order.If the billing address stated on the order does not match with what the credit card issuer or bank has on file, please contact your credit card issuer or bank to verify that the billing information is correct. Once updated, you may create a new order using the correct billing address.Note: If your order is cancelled for any of the reasons above, you will receive an email confirming your order’s cancellation. The full amount of the order will be issued via store credit. Store credit issued refunds can take up to 1-2 business days to clear and refunds to bank accounts can take up to 2-3 weeks depending on your financial institution. If your order is cancelled and you used an E-Gift Card to purchase, please reuse the E-Gift Card on your next purchase.
In order to get your items to you as quickly as possible, we went on and shipped what we had on hand at the warehouse, there was a card in your package stating this. We receive shipments regularly and will fulfilling the rest of your order soon. We’ll be sure to send you the other tracking number as soon as possible!
If the tracking status shows the package as delivered and you have not received it, please wait 36 hours before contacting us to investigate. In rare cases, packages may be marked delivered up to 36 hours prior to arrival. After 36 hours, we are happy to help open an investigation with the delivery service.
YES! In certain styles we go up to 4X! When selecting a size, if the product doesn’t have your size available, we do not currently offer your size for that item but please check back periodically as we update our inventory frequently.
We recommend washing our hoodies and tees inside out and with like colors on a cold cycle. Some minor shrinkage may happen, if dried on high. Otherwise your hoodie will maintain it’s size and shape for years to come!
When your order is placed, you will receive an automatic confirmation email. Your order will process, and when it's ready to leave our Distribution Center you will receive a second email with tracking information for your shipment. Please refer to our full Shipping Policy for current processing times and available shipping methods.Note: Receiving a shipping confirmation email does not necessarily mean that the carrier has picked up your package from our Distribution Center. Depending on the shipping method selected, please use the carrier’s tracking features to determine when your package is picked up, in-transit, and delivered to your door.
Shipping fees are non-refundable unless you have received a damaged item and would like to return it. To report a damaged item, please use the following process:1) Contact our Customer Care team via the email at info@musthavejoy.com2) Provide photo(s) along with a description of the damaged item(s) and your order number associated with the items in question.Once we receive your email and assess the damage(s), we will be in contact with you to determine the needed outcome. Please note that all damaged, defective, and incorrect items must be reported within 7 days of delivery.
To report a damaged item, please use the following process:1) Contact our Customer Care team via the Online Help Center located at the bottom right of our site (click the blue question mark and leave us a message).2) Provide photo(s) along with a description of the damaged item(s) and your order number associated with the items in question.Once we receive your email and assess the damage(s), we will be in contact with you to determine the needed outcome. Please note that all damaged, defective, and incorrect items must be reported within 7 days of delivery
This can happen if (1) an address is invalid or missing information, (2) the carrier is unable to deliver your package, or (3) the order is refused by the customer at time of delivery.Returned-to-Sender or Refused packages will be restocked and you will be issued store credit in the form of an E-Gift Card minus the initial shipping charge.We are unable to make changes to orders once they have been placed in our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery.We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.Reserved Rights Regarding ReturnsWe reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:An irregular or excessive returns history indicative of "wardrobing;"An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or potential fraudulent or criminal activity.Similarly, we reserve the right to refuse service (both in-store and online) to any customer or entity, due to similar actions as noted above.Non-MHJ items sent to our Distribution Center will be discarded upon receipt.
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