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Frequently Asked Questions (FAQs)

     

    CUSTOMER SERVICE

     

    1. I am a shopper/ buyer, how can I communicate with JYards’ staff?

    You can communicate with JYards through:

    • Email. Your email messages shall only be addressed to ([email protected]). Email messages sent to the other addresses of JYards may not be answered at all, or they may not be answered in a timely manner.
    • Whatsapp Live Chat. You can chat with our staff by clicking the Whatsapp icon that is provided in the footer of our webpages. Yet, this service is not always available. You will need to check the availability of this service each time you decide upon using it.

     

    2. What are the working hours of JYards’ staff?

    Our staff are available from Sunday to Thursday, from 06:30 to 18:30 GMT, while on Fridays and Saturdays they are available from 12:00 to 18:30 GMT.

     

    3. How can I recover my JYards’ account, if I forgot my password?

    If you already have an active account on JYards, and you are sure about the correctness of the email address you had used to initiate that account, but the password(s) you are trying is(are) not granting you access, please follow the following steps:

    • In the “Login Page” that you are trying your password(s) on to no avail—which you can easily reach by clicking on “My Account” icon holding the following symbol “👤”, click on the hyperlinked phrase “Forgot your password?”.
    • Provide your email address, and click the “Submit” button.
    • Check your “Inbox” or “Spam/ Junk Mail Folder” for an email from JYards, titled “Customer account password reset”, which contains a clickable button named “Reset your password” that you need to click.
    • Enter your new password on the JYards page that will pop up, re-enter it for confirmation, and then click the “Reset Password” button.

     

    CHECKOUT

     

    1. What does “checkout” mean? 

    Checking out your shopping cart is the process of:

    • Revising its contents—in terms of merchandise kinds, attributes, quantities, and totaled prices; and
    • Paying for the merchandise to generate the purchase order.

     

    2. What are JYards payment options?

    Our customers can only make online payments for their merchandise via PayPal, as well as Visa, MasterCard, and American Express payment cards that are activated for internet purchasing.

     

    3. I shopped JYards while setting the currency to my preferred choice and it was not the “US Dollar”, but when I checked out my shopping cart, I saw my picked product item(s) priced in “US Dollar”. Am I supposed to pay in “US Dollar”?

    Yes, all customers will only be able to pay for their merchandise in US dollars, that is because the technology platform that empowers our e-store accepts payment in only one single currency, and for that we had selected the (US Dollar)--being one of the most commonly used reference currencies. Please note that checking-out and paying in US dollars will not incur extra charges or hidden fees.

     

    SHIPPING & DELIVERY

     

    1. How can I track my shipments?

    You can track your shipments with any of the following methods:

    • Explore the status of your order. Visit (https://jyards.com/account), click the hyperlinked order number of concern, click the hyperlink: “Track shipment”, and then use the tracking number that you have received via our shipment notification email holding the title “A shipment from order #..... is on the way”.
    • Send us an email query. Your email messages shall only be addressed to ([email protected]), and do not forget to include your order number.
    • Carry on a live interactive chatting session with our online agent. You can chat with our staff by clicking the Whatsapp icon that is provided in the footer of our webpages. Yet, this service is not always available. You will need to check the availability of this service each time you decide upon using it.

     

    2. What happens in case I provided a wrong ship-to address?

    JYards is not liable for delivering ordered items to a wrong shipping address provided by the customer. The buyer holds the responsibility of correcting wrong deliveries caused by providing wrong shipping addresses, on his/ her expense, in coordination with JYards.

     

    3. How can I change a wrong ship-to address of an order?

    Unless none of your ordered items are shipped yet, you can ask JYards to change your ship-to address via email to ([email protected]) or via live chat.

     

    4. Who pays the duties, taxes, and/or customs clearance fees of a shipment?

    The buyer pays any additional cost associated with his/her shipment(s)—such as duties, taxes, and customs clearance fees.

     

    5. Are my personal purchases subject to duties, taxes, and/or customs clearance fees?

    Unless your country (i.e., the country you specified in your ship-to address) is enjoying a free trade agreement with the country your shipment was originated and dispatched from—provided that such agreement indicates zero duties for the product categories you are purchasing, then your shipment will have to go through customs first. Some shipments are immediately cleared, while others are subject to further inquiry. In some cases you will have to pay import duties for shipping personal goods. This decision is up to the customs authorities in your country.

     

    6. Can I estimate the value of import charges (i.e., duties, taxes, and/or customs clearance fees) of my purchases?

    Import charges can widely vary, and they commonly depend on many factors, such as the type of item, the price, the weight and dimensions of the package, the origin country from which the item was dispatched, the designated taxes, duties, and fees of the destination country in which you are receiving the shipment. If you are decided to estimate the import charges of your shipment if any, you may decide to contact your customs authorities, consult an expert or a customs clearance company within your country, or use a convenient online import duty and tax calculator.

     

    RETURNS

     

    1. Where can I find JYards’ return policy?

    To explore JYards’ return policy, please follow this URL:

    https://jyards.com/pages/policies#ReturnandRefund

     

    2. Can I return any kind of product?

    JYards does not support the returning of all kinds of items. To understand the product categories that cannot be returned, please check our latest Return & Refund Policy on: https://jyards.com/pages/policies#ReturnandRefund

     

    3. How long is the time span that I have to decide on returning a product item?

    You can place your online return order on (https://jyards.myreturnscenter.com/) for any product item that is eligible for return within five (5) calendar days of the item receipt date. JYards apologizes for not being able to approve return orders that do not conform to this time span condition.

     

    4. What is the process of returning an item?

    Please note that JYards must always be involved in any return case. Our customers cannot initiate return shipments based on their own preferences without placing a return order, and waiting for the decision of JYards. The return address must always be obtained from JYards, and not from the original airway bill of the shipment received. Our return process flows as follows:

    • Place your online return order on (https://jyards.myreturnscenter.com/), which can be also reached by clicking on the “Return Form” hyperlink in JYards’ top navigation bar. This task requires you to fill in the mandatory pieces of information before submitting your return order.
    • Wait for an email from JYards, which shall announce the official decision of JYards on the requested return case.
    • If the return was approved, please follow the instructions included in the email—as the process may vary from one case to another, knowing that: (a) for certain cases: the return shipping is managed directly by JYards in coordination with the customer, and (b) for other cases: the customer will be instructed by JYards to manage the return shipping at his/her own discretion. Whatever the instructions were, they will always be governed by and aligned with JYards’ return policy.

     

    REFUNDS

     

    1. Where can I find JYards’ refund policy?

    To explore JYards’ refund policy, please follow this URL:

    https://jyards.com/pages/policies#ReturnandRefund

     

    2. What are the types of refund—by which I can receive my corresponding monetary value for my eligibly returned product item(s)?

    We make refunds in two forms:

    • Cash Refund: paid back to the original payment method used by the customer who were granted an approval for a return with a refund, and namely:
      • PayPal; or
      • Visa, MasterCard, or American Express payment cards—whether they were credit cards, debit cards, prepaid cards, or virtual prepaid cards as long as they are activated for online payment.
    •  Store Credit Refund: paid back as an online gift card holding the refund value that the customer can be spent by creating orders within JYards.

     

    3. What factors determine the refund type and value?

    The following five (5) scenarios govern the refund type and value:

     

     

    4. Does my store credit expire?

    Store credits expire after nine (9) months from the date of issuing them, and can be used online at any time during this period. JYards will try to send one reminder email to the buyer holding store credit(s) to fully consume the credit(s) that is about to expire at least thirty (30) days before the expiry date. Even if JYards failed to send such reminder emails, aged store credit will be expired according to this policy.

     

    5. Where can I find JYards store credit policy?

    To explore JYards’ store credit policy, please follow this URL:

    https://jyards.com/pages/policies#StoreCredit

     

    GIFT CARDS

     

    1. What is a “Gift Card”?

    A gift card is a virtual, prepaid cash card issued by JYards, with a definite money value—which a shopper can purchase as a gift for the use of another person, and allows the other person to spend the stored money value associated with the gift card by creating an order or more as applicable within JYards.

     

    2. Is a gift card directly sent from JYards to the target beneficiary?

    No. JYards sends the gift card via email to the buyer who issued it, and he/she has the choice to forward it to whoever is targeted to benefit from its balance.

     

    3. Does gift cards expire?

    Gift cards expire after nine (9) months from the date of issuing them, and can be used online at any time during that period.

     

    4. Does JYards send reminders for using the gift cards before their expiry?

    JYards will try to send one reminder email to any gift card buyer to fully consume the available balance that is about to expire, at least thirty (30) days before the expiry date. Even if JYards failed to send such reminder emails, aged gift cards will be expired.

     

    5. Who will be reminded with the proximity of the expiry date of a gift card?

    The issuer will be the one who is reminded. JYards does not know the target beneficiary.

     

    6. What if my gift card code was stolen and used by another person?

    JYards is not responsible for stolen gift card codes. The buyer and his/her target beneficiary should be careful while handling gift card codes.

     

    7. What should I do if I lost my gift card email, or I am unsure about the remaining balance?

    You can contact ([email protected]) any time to get more information about your gift cards.

     

    X-FOR-Y DEALS (i.e., BUY X-GET-Y)

     

    1. Does JYards offer “Buy X Get Y” deals?

    We provide our customers with “1-for-1” (i.e., buy 1 item and get 1 item for free) and “2-for-1” (i.e., buy 2 items and get 1 item for free) offerings, but on occasional-basis. Therefore, these two deals are not staple offerings and you will not be able to continuously find them available. They may appear and disappear according to our marketing proactive strategy or to our marketing reactive tactic.

     

    2. How does JYards’ (1-for-1) deal work?

    As far as the (1-for-1) deal is concerned, after adding any item qualified for the deal to your shopping cart, you can add one gift item exclusively from the assorted 1-for-1 gifts collection. But please take into consideration the following critical conditions that take place:

    • This offering is applicable only when you add your eligible free item(s) within the same order of the item(s) qualified for the deal.
    • In a single order you cannot add more than three (3) free items.
    • When checking out your shopping cart, you should use the discount code to activate the deal.

     

    3. How does JYards’ (2-for-1) deal work?

    As far as the (2-for-1) deal is concerned, after adding any two items qualified for the deal to your shopping cart, you can add one gift item exclusively from the assorted 2-for-1 gifts collection. But please take into consideration the following critical conditions that take place:

    • This offering is applicable only when you add your eligible free item(s) within the same order of the item(s) qualified for the deal.
    • In a single order you cannot add more than two (2) free items.
    • When checking out your shopping cart, you should use the discount code to activate the deal.

     

    4. Can I claim my supposedly free gift(s) that I missed, if I have placed an order that included one or more items qualified for an X-for-Y deal, but I did not include the corresponding gift items in my order, and/or did not use the suitable discount code at checkout?

    Unfortunately, this is impossible.