FAQ

Welcome to our Help Center. If your specific concern isn't addressed below, please reach out to our dedicated service team at support@jadeyogamat.com.

Note: For inquiries regarding existing purchases, please include your Order ID (e.g., 015SHOP-1218) and the Email Address used during checkout for faster processing.

Orders & Payment Options

How can I redeem a promotional code? Whether you are paying via PayPal or credit card, follow these steps to apply your discount:

  1. Add your desired items to the cart and select "Add to Cart."

  2. Proceed by clicking "PAY WITH DEBIT/CREDIT CARD" (this applies to all payment methods).

  • On Mobile: Expand the "Show order summary" section at the top to reveal the discount field.

  • On Desktop: Locate the promo code box on the right-hand side of the checkout screen.

  1. Input your code, apply it, and finalize your transaction.

Which payment types do you support? We provide a variety of encrypted and secure payment gateways, including:

  • Major Credit/Debit Cards: Visa, MasterCard, American Express (AE), and Diner’s Club.

  • Digital Wallets: PayPal, Apple Pay, and Google Pay.

What are the shipping costs? Our flat-rate international shipping fee is $5.99 USD. Please note that final costs may fluctuate depending on seasonal promotions or your specific global location. The exact total will be verified at the final checkout stage.

Logistics & Delivery

Do you ship to my country? Absolutely. We offer worldwide distribution through an extensive network of global fulfillment centers. To ensure the fastest arrival, your package will be dispatched from the facility closest to your destination.

What is the estimated delivery time? Once your order has been processed and left our warehouse, delivery typically takes between 10 to 20 business days.

How do I monitor my shipment? After dispatch, you will receive a notification email containing a tracking ID. You can follow your package’s journey on universal tracking sites like 17track.net.

Why is my tracking status not updating? It generally takes 24-48 hours for the carrier's system to sync after the initial scan. Furthermore, it is common for updates to pause while the parcel is in transit between international sorting hubs.

I received only one item from my multi-item order. Where is the rest? To expedite delivery, items in a single order may be shipped separately from different warehouses. Each parcel will have its own tracking number, which will be sent to your email.

Adjustments & Cancellations

Can I update my delivery address or contact details? Timing is critical. If you need to correct your shipping information, please email support@jadeyogamat.com immediately with:

  • Your Order Number.

  • The original account email.

  • The updated, accurate shipping details. Please note: We cannot modify details once the fulfillment process has started.

Can I swap items (size, color, etc.) after ordering? Please contact us instantly at support@jadeyogamat.com. We can only adjust order contents if the request is received before the order reaches the packing stage.

Is it possible to cancel my order? Cancellations are only permitted if the order hasn't been shipped yet. Please be aware that a small handling fee may be deducted. Once a package is in transit, the order can no longer be rescinded.

Post-Purchase Support

What should I do if my package arrives damaged? If your items are compromised during transit, please email support@jadeyogamat.com with the following:

  1. Your Order Number.

  2. Clear photographic or video evidence of the damage.

  3. A photo of the shipping label on the external packaging.

How do I report a quality defect? For manufacturing concerns, please reach out to our team with:

  • Your Order Number and Email.

  • A brief description of the issue.

  • Visual proof (photos/video) documenting the defect.

What if I receive the wrong product or items are missing? To rectify an error, please message support@jadeyogamat.com including:

  • Your Order ID.

  • A photo of the incorrect item received or a list of the missing components.

Account & Troubleshooting

I haven't received a confirmation email. What now? First, please inspect your "Spam" or "Promotions" folders. If it’s still missing, contact our support team with your full name and the email used; we will manually resend the confirmation for you.

Where is my tracking number? Tracking details are usually generated 1–2 business days after processing. If you haven't received yours after this window, check your junk folder before contacting us for an update.