Missing, Wrong, or Damaged Items

Received something that is not right? We are sorry for the inconvenience. Contact support so the issue can be verified and the correct remedy confirmed.

Damaged Items#

1. Take clear photos of the lamp, damage, and packaging.
2. Contact us as soon as possible. Early reporting helps document the issue; 48 hours is not an eligibility cutoff and does not shorten the 30-day promise or statutory rights.
3. Include the order number and photos.
4. Keep the packaging until the team gives verified next steps.

The team will review the evidence before confirming any refund, replacement, reshipment, fee waiver, or return outcome.

Wrong Item Received#

1. Contact us with the order number.
2. Send a photo of what arrived.
3. Keep the item and packaging until the team provides instructions.

The team will compare the ordered and received product, then confirm any return or replacement instructions.

Missing Items or Parts#

1. Check all packaging thoroughly.
2. Verify the order confirmation and current product listing for what should be included.
3. Tell support exactly which item, part, or quantity is missing.

Use current product/catalog evidence for included parts rather than a generic bundle list. The team will verify the issue and confirm the available remedy.

Arrived Broken During Shipping#

Document the lamp and packaging with photos before discarding anything, then contact support. The team will review the evidence and confirm the next step. Do not claim a replacement has been sent unless the backend result proves it.

How to Contact Us#

Email support with the order number, issue description, affected item or part, and relevant photos or video.

Return costs and customer choice#

If a verified defect or fulfillment error requires a return, Jellyflow covers return shipping and no restocking or processing fee applies. Respect a requested eligible refund rather than automatically substituting a replacement. Preference returns separately follow the 30-day no-questions-asked promise from delivery, including sale and opened/tried items; the customer pays preference-return shipping only.