Refund policy

Returns & exchanges

Every order comes with free 30-day returns and exchanges. If a set is not the right one, we pay the return shipping.

The basics

  • You have 30 days from the day your order is delivered to request a return or an exchange.
  • Return shipping is free: we email you a prepaid return label.
  • No restocking fees.
  • Refunds go to your original payment method within 10 business days of the return arriving at our facility. Your bank may need a few extra days to post it.
  • Items must be unused, complete and in their original packaging (for a set: all 160 tiles).

How to start a return or exchange

Email support@jokerjademahjong.com or call +1 201-285-8529 with your order number. We reply within 24 business hours with your prepaid label and instructions. For an exchange, tell us which design you would like instead: we ship it as soon as the carrier scans your return.

Every situation, covered

1. You changed your mind. Request a return within 30 days of delivery. We send a prepaid label, you ship the unused set back, and we refund you in full or exchange it for another design, your choice.

2. The item is defective. Email us a photo of the defect. We replace the item or the affected pieces free of charge, or refund you in full. No need to wait: we act as soon as we see the photo.

3. The package arrived damaged. Email us photos of the box and the damage within 7 days of delivery. We send a replacement or a full refund, and we handle the carrier claim; you never have to.

4. You received the wrong item. Email us a photo of what you received. We send the correct item right away with a prepaid label for the wrong one, at no cost to you.

5. Your order never arrived. If tracking shows no delivery within the timeframe on our Shipping Policy, contact us. We open a carrier investigation and, within 5 business days, reship your order or refund you in full, your choice.

6. You want to cancel an order. Contact us as soon as possible. If the order has not shipped yet, we cancel it and refund you in full immediately. If it has already shipped, it falls under our 30-day return policy above.

Questions?

Joker & Jade · Arkan DN LLC, 1209 Mountain Road Pl NE, Ste R, Albuquerque, NM 87110, United States · support@jokerjademahjong.com · +1 201-285-8529 · Monday to Friday, 9:00 am to 5:00 pm (Eastern Time).