Welcome to Joycult's FAQ section. Where you will find out everything you need to know about the product, shipping, all the most commonly asked questions we get!
PLEASE TAKE A MOMENT TO READ THESE BEFORE CONTACTING US.
Due to the amount of followers ,notifications of we receive ,and confusion between IG names and real customer names, it is just much easier for everyone to handle inquiries via firstname.lastname@example.org BUT if you must message us on instagram please reach our customer service page @theonlywheelever and contact us there. If you cant find the information you are looking for on this page, please email us and we will do our best to get back to you within 48 hours. (Please note: Response times may be delayed due to covid, in the event that we are a bit late, please do not start a new thread. We answer emails and DM's chronologically so we will get back to your initial message first regardless.
2." Are you sponsoring?"
Short answer. No
3. "BLEM/ VAULT EDITION"
BLEMS are a lower grade product we offer with a lower pricepoint as well. They come with air bubbles, and or scuffs but perform just as well as our premium line and made with the same ingredients .Sometimes, the options can vary, and selection features may be limited. However, It is always stated clearly in the description what is available /not available as far as options. Blems are sold as is and all sales are final.
4. "TRACKED/ UNTRACKED PACKAGES"
Due to the addition of new shipping options, some rates can either include, or not include tracking. If you ordered an item with tracking, your number will be sent to you with your fulfilment notification so you can see where it is. However, due to the overwhelming amount of emails - if you place an order without tracking, not only do we have zero access to the location of your item, we are also not liable for any "lost" or "missing" items. Proof of shipment is held on our end, and if you would like peace of mind it is encouraged to select the tracked feature. But please be advised to use appropriate shipping for your needs, when purchasing.
5. "SHIPPING/ FULFILLMENT"
Joycult Wheels are handmade in Brantford, Ontario. Please allow 3-5 business days for business days for your item to be shipped as we put the finishing touches and last bits of love into your pack.
(UPDATE: Please keep in mind that we are still in the middle of a "pandemic". Where Joycult is located, has been devastated by government restrictions and regular business functions have become increasingly difficult to maintain, however, we remain operational and will always keep you in the know as things change on our end)
5. "CAN I ORDER CUSTOM WHEELS?"
That is not a service we offer, unfortunately.
6. "I MADE MULTIPLE ORDERS, CAN YOU PUT THEM ALL IN ONE MAILER AND REFUND ME THE SHIPPING?"
Although we are super thankful for the support. Due to the overwhelming amount that this occurs, we must strongly advise that you select all the items you wish to have in your cart before you click the checkout button as this is not a service we offer.
If you open your package and notice something is wrong, please contact email@example.com and we will sort you out. However, regular wear and tear is not covered. Joycult wheels are made out of an incredibly high rebound material, and although our lock system is cast directly into the the wheel - Do not worry if the bearing breaches the lock system. Nine times out of ten, the bring will easily pop back into the lock system without damaging or altering the shape or strength of the urethane. Remember: A lock system in a fingerboard wheel is less than a mm of material taking the abuse of an entire torso for the span of its life. There ARE instances where a defect can cause this (i.e an air bubble below the surface that was undetectable) but, these situations are very rare, and we require return shipment (provided by us) before we begin any replacement process.
Specials on the site that require a minimum purchase amount do not include shipping. The sale must be equal to or greater than the advertised amount prior to shipping in order for the special to take effect.
Free shipping unfortunately only applies to certain countries, North America for sure. If you need to find out if it applies to country it will be automatically applied at checkout.
As of April 8th 2021, our province is in full lockdown for the fourth time. We are still operational, but please bare with us as materials and supplies become increasingly harder to come by. Sometimes these restrictions can affect shipping but, for the most part things are still running smoothly and have learned to roll with the punches more or less.
Thank You for your support.