Most PODJST products are made to order, so correctly produced items generally cannot be returned for buyer preference or an incorrect customer selection.
Verified damage, defect, misprint, or wrong-item claims may qualify for correction, replacement, credit, partial refund, or refund.
Claims normally must be submitted within 30 calendar days after delivery or the expected delivery date, with the required evidence.
Before Production
Merchants should review a sample where practical and verify artwork, placement, product measurements, material, color expectations, variant, packaging, recipient address, and shipping route before approving production.
A cancellation or change is available only before production starts. After production begins, costs already incurred can remain payable and a cancellation may be unavailable.
Processing and Shipping Estimates
Processing begins after required artwork, product, packaging, destination, and payment or approval details are complete. Estimates vary by product, print method, quantity, route capacity, quality review, and season.
Delivery estimates are not guarantees unless expressly confirmed in a signed agreement. Customs, carrier handoffs, weather, holidays, remote destinations, address problems, and recipient availability can cause delay.
Tracking and Delivery
Tracking is provided where supported by the selected route. A tracking number can take time to show the first carrier scan, and some routes use more than one carrier.
An order is treated as delivered when the carrier records delivery, unless reliable evidence shows a carrier or routing error. PODJST will assist with available carrier information but does not control final-mile operations.
Addresses, Customs, Duties, and Taxes
The merchant is responsible for complete and accurate recipient information. Address corrections, reshipments, refused delivery, failed pickup, or returned parcels can require additional payment.
International orders may incur duties, import taxes, brokerage, or local handling fees. Responsibility follows the approved quote, channel rules, and applicable law.
Eligible Product Issues
An item can qualify for review if it arrives damaged, materially defective, misprinted, different from the approved specification, or is the wrong product or variant because of a verified PODJST or production-provider error.
Normal manufacturing tolerance, minor screen-to-print color variation, customer-provided artwork problems, incorrect customer selections, buyer remorse, or damage after delivery generally do not qualify unless required by law.
Claim Window and Required Evidence
Unless the approved order states another period, submit a claim within 30 calendar days after recorded delivery. For a package that appears lost, submit the request within 30 calendar days after the latest estimated delivery date.
- Order number, product and variant, recipient country, and tracking number where available.
- Clear photos of the complete product, affected area, packaging, and shipping label.
- A short description of the issue, quantity affected, and requested resolution.
- Additional evidence reasonably requested to verify production or carrier responsibility.
Review and Remedies
PODJST reviews the order record, evidence, production instructions, provider information, and carrier status. We aim to acknowledge a complete claim within 3 business days, but investigation time varies by provider and route.
An approved remedy can be correction, replacement, credit, partial refund, full refund, or another reasonable solution. Refunds are returned through the original payment method where available. PODJST may require return or disposal instructions for affected items.
Marketplace and Merchant Return Policies
A merchant remains responsible for the customer-facing return policy of its own store or marketplace account. If a channel requires a customer remedy beyond PODJST's verified issue coverage, the merchant may be responsible for that additional cost.
Request a Review
Send a complete request to support@podjst.com. Include only the recipient information needed to identify and resolve the order.
Privacy and policy questions for JST COMMERCE LIMITED, operating as PODJST, can be sent to support@podjst.com, by phone at +852 64203057, or by mail to RM D07, 8/F, KAI TAK FTY BUILDING, NO. 99 KING FUK STREET, SAN PO KONG, HK.
Questions or requests?
Contact JST COMMERCE LIMITED, operating as PODJST, and include the policy or request type.
