Thank you for visiting and shopping at Playing for Joeys / ESOFAM.com. (P4J)
As we run in a not for profit operating model we do not keep stock of our store items, all items are manufacturered
on demand with every new order, which means there is a lead time in processing the orders before shipment
All orders are processed within 7 business days of receipt. Orders are not processed or shipped from Friday, 12 pm AEST through Sunday, or holidays.
If we are experiencing a high volume of orders, shipments may be delayed by a few days. If your shipment experiences a significant delay, we will contact you via email or phone.
Shipping rates and delivery estimates
Shipping charges for your order will be calculated and displayed at checkout.
Average Shipping time of our Standard Free shipping: 10-20 business days
Shipment to P.O. boxes or APO/FPO addresses
We do not ship to APO/FPO/DPO addresses.
Shipment Confirmation and Order Tracking
You will receive a Shipment Confirmation email with your tracking number once your order has shipped. The tracking number will be active within 24 hours. As we use multiple suppliers and manufactureres around the globe, there may be some delays in syncing the shipment information to your order but we will endeavour to make sure you are notified as soon as possible.
Customs, Duties, and Taxes
P4J is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the customer's responsibility (including tariffs, taxes, and other costs).
Damages
P4J is not liable for any products damaged or lost during shipping. If you received your order damaged, please file a claim with the shipment carrier. Save all packaging materials and damaged goods before filing a claim.
P4J currently only ships to the following regions:
Armenia, Australia, Austria, Belgium, Benin, Bolivia, Botswana, Bulgaria, Canada, Chad, China, Croatia,
Czechia, Denmark, Ecuador, Estonia, Ethiopia, Fiji, Finland, France, French Guiana, Germany,
Greece, Guernsey, Hong Kong SAR, Hungary, India, Indonesia, Iraq, Ireland, Israel, Italy, Japan,
Latvia, Luxembourg, Malawi, Mayotte, Mexico, Mozambique, Netherlands, New Zealand, Niue, Norway,
Papua New Guinea, Philippines, Poland, Portugal, Romania, Samoa, Sierra Leone, Singapore,
Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, United Arab
Emirates, United Kingdom, United States (60 of 62 states), Uzbekistan, Venezuela, Vietnam,
Zambia, Dominican Republic, Honduras, Martinique, Panama, St. Kitts & Nevis, St. Pierre
& Miquelon, Trinidad & Tobago, British Virgin Islands
We make every attempt to validate the shipping address provided at checkout to ensure it's recognized as a valid address by the USPS. If we cannot validate the address, we will try to contact the customer to provide an updated address. If we cannot update the address, the order will be canceled and refunded.
P4J will not be held responsible if the customer provides the wrong shipping address and we cannot recover the package.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
As we sell these items as fundraisers for charity and do not make profit we try out best to have our volunteers find a solution with our supplier as quickly and cost effectively as possible so as not to take away from the funds we are able to raise for the charity.
To start a return, you can contact us at shop@p4j.com.au. If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at shop@p4j.com.au.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products/face masks).
We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method.
Please remember it can take some time for your bank or credit card company to process and post the refund too.
Wrong Address
Wrong address, including you providing the incorrect address. Please contact us within 2 hours and provide the correct address.
If not, you will be liable for reshipment costs once we have confirmed an updated address.
Any claims for these cases must be submitted no later than 14 days after receiving products. You must send photography and a brief description of the problem to PlayingforJoeys via email at shop@p4j.com.au.
We will evaluate whether this product has been used or damaged, and reserves the right to decide whether to refund or exchange the product based on the situation.