FAQ

Registration and Accounts

 

How do I delete my account? Is it possible to restore it later?

How to delete your account:

1) Go to your profile settings on the control panel.

2) Select the “Delete an account” button

3) Click this button and then confirm that you want to delete your account.

 

Once your account is deleted, it cannot be restored.

If you have any pending transactions, withdrawals or gifts, do not delete your account. Please submit a support ticket if you have any issues that you need help resolving before deleting your account!

 

How to enable two-factor authentication for your account?

 

To increase the security of your profile, follow these steps:

• Go to your wishlist dashboard

• Click the button:

• Then enable this function:

 

I did not receive a confirmation email sent to my inbox. What can I do?

 

Please double check your Spam and Trash folders if you are sure you did not receive the email notification, as in some cases your email provider may classify it as spam.

If you have confirmed that the email did not end up in your Spam folder, please try registering again and double check that you are using the correct email address, as the email may have ended up in the wrong inbox!

If this still does not work, please contact our support team.

 

Can I change the email address associated with my JOYFUL account?

 

Yes! You can update your email address in the settings control panel!

On this page, you can select the "Change the email address" option.

 

How do I change my password?

You can change your password by logging out of your Joyful account.

Next, select "Forgot your password?"

 

Here you will see a place to enter the email address you used when registering.

 

Enter your email address and we will send you a link to reset your password!

Privacy

 

Do you keep my delivery address private?

We keep your address completely private!

JOYFUL was created with privacy as our first principle.

We value our users' privacy and keep addresses entirely private.

No fan will ever see your address, delivery name or any other identifiable information.

Contact our Support Team with any questions by using the chat box on the bottom right corner.

 

Can I use a P.O. box or mail forwarding service as my shipping address?

We do not recommend using a PO Box or a mail forwarding service.

 

The details you enter in your profile are not visible to fans, they are kept safe and private! Please make sure you use the correct and full name, as customs can sometimes reject orders at the border if an insufficient name was entered.

If possible, avoid using P.O. Boxes.

 

Can I safely enter my real name in the "delivery details" section?

 

Yes!

The details you enter on your profile cannot be seen by any fans and are kept fully secure. They are only transmitted to the merchant for the actual shipment, no one else ever sees this address.

 

Can I use my Online Content Creator Nickname/Brand for delivery?

 

We strongly recommend using your full name to ensure there are no issues with delivery. Some delivery services may not deliver gifts if the name on the package does not match the name registered for that address.

 

Supported merchants and countries

 

How does JOYFUL Gift Store balance its product range and support creators in choosing items?

 

Joyful Gift Store aims to provide products that resonate with our community while balancing a broad product range with a great shopping experience.

We acknowledge the vast number of partners and items in our store and recognize that some items might be available elsewhere with a better value-for-money proposition. The ultimate decision on item pricing lies with the merchant, and although we have various checks in place to filter out problematic items, we cannot guarantee to find all.

Despite our efforts, the final judgment on whether to add an item from a given store lies with our creators. We believe strongly in their discernment and expertise in selecting products that align with their community's interests, location, and price point.

In supporting our creators' decision-making, we aim to provide as much information as possible.

Our ultimate goal is to enable our creators to make well-rounded choices, ensuring that our product range not only meets but exceeds the expectations of our customers.

We recommend reaching out through our support team if there are further questions.

 

 

Storefront

 

Are there fees for my fans to use the JOYFUL Storefront?

YES!

 

No more than 15% of the gift value.

 

Gifts

I have a specific question about a gift which was purchased by a fan. Who can I ask?

 

First, go to the Orders panel in your Joyful dashboard to view all of the purchases made by fans. Find the gift that you have a question about.

 

If you have not found the answer to your question, you can contact the Customer Service center and we will be happy to help you.

 

 

 

What happens if a fan issues a chargeback?

 

If a fan issues a chargeback, we contact them to find out more details. We submit evidence of the purchased product to our payment processor, which usually will settle the disputes with the bank. If not, depending on the individual case, we work out an amicable solution with the creator and fan.

If the chargeback was indeed due to fraud (for example a stolen credit card was used for the transaction), it is very hard for us to recover any funds. In these cases, the fraudulent charges are reported to the police and the funds are returned to the original cardholder. In cases of fraud, these cards will be blocked by the payment processor to prevent any further purchases.

Can I change the product (size, color, link) after it was purchased by a fan but before it was shipped?

Unfortunately, once a product is ordered, we often cannot make any changes.

Most of our orders are routed directly to merchants where they are processed in their fulfillment centers. Because of this, we often cannot change details on orders.

If an order is still in processing, you can submit a support ticket and we can see if there is anything we can do, however, we cannot guarantee that we will be able to make any changes.

 

Please be sure to update your wishlist items as necessary.

Please only include items on your wishlist that you are sure you want!

 

Can a fan purchase multiple gifts at once?

Yes! Fans can purchase multiple gifts at once.

 

All your fans have to do is click "Add to Cart".

 

Can I cancel a gift someone purchased for me?

 

We often cannot cancel or change an order after it has been placed by your fan.

We apologize for any inconvenience this may create for you, however repeated canceled purchases can cause issues with merchants and our payment processor.

Please contact Support if you need additional assistance.

What happens if the gift is cheaper than what I have listed on my wishlist?

 

It happens fairly rarely that the purchase price is below the price paid by the fan. We ask our creators to make sure that the price matches on both Joyful and the merchant's website and to be sure to update their wish lists often!

 

We kindly ask you to always enter the correct price directly as otherwise our agents would have additional workload to order gifts. This would unfortunately cause us to need to increase the service fee or reject gifts more frequently.

 

What happens if the gift costs more than what the fan paid for?

1.   You can choose to refund the fan.

2.   You or the fan can pay for the difference so we can order the item.

Why do you charge a service fee?

 

Service fees are what allow service-providing businesses such as Joyful to operate!

Of course, while it would be amazing if everything could be free for you to use forever, that is simply not feasible and we would not be able to provide the services Joyful offers to any user.

We try our best to keep our service fees low while also ensuring that Joyful will be around to provide secure, safe, and privacy-focused gifting for years and years to come.

 

What do our service fees cover?

1.   Staff salaries

It is very important to us that our staff receive living wages. When we take care of our staff, they can better take care of our users. 

2.            Technological and physical resources.

3.            Secure and encrypted servers

Your privacy and security are our top priorities. These tools allow us to keep you safe!

 

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What should I include in the item price?

 

It can be a little confusing at first to understand exactly what to include in the item price. Do I include tax? Do I include shipping? Do I include shipping duties? We hope this article helps to clear any confusion!

 

Our best advice that we can give you is to add the item to your cart on the merchant's website and go through the process all the way up until actually purchasing the item.

We generally recommend that you do not add temporary discounts into the item's price calculation.

Tip: monitor the price closely and try to update it daily-just in case!

 

Do you need to include shipping?

 

You have the option to use our "default shipping" option, or you can unselect "default shipping" when adding an item to adjust your shipping costs to match the seller's rates. Our "default shipping" is just an estimate of how much it might cost to ship an item at a given price on a given seller's website, so it's not always accurate.

If you know how much shipping costs, it's best to add it manually!

 

Are there restrictions for cash gifts?

 

We do have restrictions as to what you can put as cash gift requests which include, but are not limited to:

· NSFW, sexual, and/or adult services and/or performances

· Firearms

· Alcohol

· Tobacco or items containing THC

· Illegal drugs and/or narcotics

· Live animals

· Threats of violence and/or harm (including self harm)

We ask that you use your best judgment when adding cash gift requests. Do not list things that are illegal or prohibited in your region. Do not list anything, even jokingly, that suggests adult or sexual actions, nor any act or threat of violence.

 

Violating these restrictions can cause you to be removed and prohibited from Joyful services.

If you have any questions about whether an item is ok for your wishlist, feel free to contact our team.

 

What are cash gifts?

Cash gifts are gifts that are not necessarily tied to a specific product! There is no need to add a link.

These gifts allow you a bit more freedom with your wish list. You can now add items such as:

· Concert or movie tickets

· Vacation plans

· Rent or bills

· Dinner with family/friends

· Video production costs

 

Please note that there are restrictions on cash gifts, which you learn more about in “Cash Gift Restrictions” before adding cash gifts to your list.

Cash gifts do not require a linked product! You can upload your own image or choose from fun emoji and color backgrounds!

 

Are there restrictions on what kinds of items I can add to my wishlist?

 

While we want you to receive everything your heart desires, there are some items Joyful cannot purchase and are prohibited.

Restricted items include (for manual & direct credit items), but are not limited to:

· Alcohol (Even if you're over 21 and it is legal to ship alcohol in your area.)

· Tobacco and certain smoking devices (eg. Bongs or water pipes)

· THC items

· Firearms and/or air rifles, bb guns, etc.

· Live animals

· Travel bookings (hotel, travel, etc.)

· Gift Cards, including Amazon gift cards(unless added to the Gift store

 

Digital Item Restrictions:

These items can be gifted as direct credit items.

· Gift cards; including Amazon gift cards (unless added from the Joyful Gift Store)

· Items that require to you be logged in to receive, such as Steam or Sony game stores (unless added from the Gift Store dashboard)

· Most Etsy "Instant Download" items

Cash Gift Restrictions:

· NSFW and/or adult services and/or performances

· Firearms

· Illegal drugs and/or narcotics

· Threats of violence and/or harm (including self harm)

Violating these restrictions could cause you to lose access to Joyful services.

 

As per our Terms of service please note that these items are gifts. Items on Joyful cannot be used in exchange for goods or services.

If you have any questions about whether an item is ok for your wishlist, feel free to contact our team.

 

Can I add time-sensitive or auction items to my JOYFUL?

 

We cannot guarantee the purchase of time-sensitive items during their limited availability. This includes pre-orders, limited releases, and sales!

 

Auctions or bidding sites

Unfortunately, Joyful cannot purchase from auctions or bidding sites. These items often change price rapidly and require constant monitoring during their bidding period, so we cannot purchase these items

 

What payment methods are available? Can I use PayPal?

There are currently several payment methods:

 

1. Payment in cryptocurrency, via the CryptoCloud service.

2. Payment by credit or debit card, via the Stripe payment system (temporarily unavailable).

 

Unfortunately, Paypal is currently unavailable!

 

You can use a credit or debit card, as well as Google Play or Apple Pay to purchase gifts in browsers that support them!

 

Shipping

 

How much do you charge for shipping?

Shipping is $4.99. It can also be affected by your location and the merchant's location.

If your fan adds multiple items from the same merchant to their shopping cart, they will only pay shipping once per merchant.

 

What if I am moving? Will I still receive my gifts?

 If you are moving, please be sure to update your address in your account as soon as possible.

Most gifts will arrive within 1-3 weeks from ordering, depending on the delivery method.

 

If your gift is still in the "processing" status and is not ordered, you should be able to update your address while it is in this status!

 

If you have questions about changing your address or having trouble receiving your item, please contact our team, we will be happy to help!

 

How long will it take to receive my gift?

 

Since all orders are processed manually, it takes time for us to process your gift.

 

We do our best to ensure that your gifts are delivered as quickly as possible. Delivery time is from 3 days to 3 weeks.

However, some gifts may take longer due to their shipping method.

For items arriving internationally, these could be arriving via shipping boat, rather than plane which can take a bit longer!

There can be additional delays caused by: Weather, traffic, backlog of orders for the merchant, etc.

 

Can I get expedited shipping?

Sorry, this feature is not available at the moment.

 

But don't worry, we will add this feature soon!

 

What if my address is wrong? Will I still get my gifts?

Unfortunately, if your address is wrong, this could absolutely cause an issue with getting your gifts to you.

 

But we are happy to help with this, please contact our support team.

 

Returns and refunds

 

How can I return a gift that was purchased for me?

If the item is damaged or the seller sent the wrong item (as stated in the order confirmation by our returns and support teams), we can help you return the item for a refund. You can request a replacement, however, in most cases we will be unable to receive a replacement/exchange.

All returns are subject to the store's individual return policies. Some items cannot be returned for any reason.  If the store does not offer or accept a return/exchange request, Joyful may not be able to offer a refund or re-order the item.

 

I received an item which wasn't on my wishlist. How do I proceed?

 

In very rare cases, a gift might be accidentally ordered to multiple addresses at once, or a merchant could have made a mistake!

Please get in touch with our support team! We will gladly investigate this issue for you.

 

What if my gift does not match the quality of the image? Can I get a refund?

 

Can I return a gift for any reason?

 

Please, we ask that you pay attention to the stores and merchants you add to your wish list! If the item is not damaged or does not match the item listed on the order confirmation, we cannot return these gifts. Make sure the items you add to your list are the ones you really want.

 

Order Issues

 

What can I do if I want an option not listed on the order issue page?

 

In this case, you can contact support.

 

What happens if a product is not available anymore after a fan purchased it?

You'll need to contact support for this issue.

 

How long does it take for my order to be placed?

 

We want our creators to receive their gifts as fast as possible!

So here are a few notes about when to expect your order to be placed:

 

Ordering Times:

Our usual processing ranges from 2-3 days for orders from supported merchants to 3-5 days for other merchants. During high volume times, such as holidays, there could be a longer processing time. We appreciate your patience during these times as we work hard to get your gifts to you!

 

Delays:

Longer processing times can happen when an order is out of stock so our ordering agent may need to place the order again, or there may be an issue with the order (e.g. the merchant needs more information such as an updated address).

In those cases, we reach out to the merchant and try to resolve the situation which can often take some time!

 

What does my gift status mean? (What does it mean if my gift is "Not Paid “No” / Paid “Yes” / Shipped / Completed"?)

The “Gift Status” will help you understand what stage your gift is in the checkout process.

 

Payment Status “NO” - means the Giver has added your gift to their cart, but payment has not been made.

Payment Status “YES” - means your gift has been paid in full and once we have processed the gift, the status will change to “Processed”.

“Shipped” - means your gift has been completed and submitted to the delivery service.

“Completed” - means the gift has been delivered to the recipient.

 

How can I prevent issues from arising with my orders?

Here are some of the most common order issues:

· delivery address insufficient, more details needed

· no sizing, color, or type information is entered

· product is unavailable

· product price entered doesn't correspond to the actual price

· product has excessive shipping or taxes

· wrong currency was selected for the product

· Other

 

My gift is missing parts/items, what should I do?

We are so sorry if your gift is missing parts! We're here to help.

If a merchant sent you a gift which is missing pieces or items that should have been included, please contact customer service.

Our Returns team will reach out to the merchant to see if they can ship the missing items, or if you will need to return the item for a refund and then add the item to your list again, using the refund to reorder the gift.

 

Tips and tricks

How can I delete my entire wishlist if I accidentally created it?

 

To do this, go to the “settings” section

Go to the “user account”

Then select the option “Delete the entire list wishlist”

How can I create multiple wishlists?

Yes, you can create multiple wishlists!

 

You can also create “Gift Collections”

 

How can I promote my link to my fans?

You have many ways to promote your Joyful wishlist link to your fans!

Social Media bios

Be sure to include your link in your social media bios. This is a great and easy way for users to find your Joyful list!

Send me a gift! https://wishjoyful.com/profile

 

Click on the “share” icon

copy the link to “your account”, share and receive gifts from your fans.

For Gifters & Fans

Answers to key questions on: gifting, storefront, and other topics

 

Storefront

JOYFUL store return policy

 

For help returning items from the store, please contact customer support.

 

JOYFUL Storefront Shipping

All gifts are processed manually, we do everything to ensure that your gifts are delivered as quickly as possible.

 

90% of products are shipped in under 5 business days.

However, this highly depends on the merchant. As a customer you will either see the estimated shipping during checkout.

 

Are there fees to use the JOYFUL Storefront?

Yes, up to 15% of the gift value.

 

How do I make a purchase from the creator's store?

Buying from the Joyful store is no different from buying from any other online store.

Just add the items to your cart and check out.

 

Before You've Gifted

Can I buy multiple gifts at once?

Yes!

Just click "Add to Cart".

Then you can select "Checkout" when you are ready to purchase the items you want to gift.

 

Can I leave a message for the creator?

Yes! You can leave a message and pseudonym for your creator when purchasing a gift.

 

Can I make purchases anonymously?

Absolutely!

Firstly, when purchasing a gift your payment details and the email you enter for the payment are never shared with anyone and are only used to purchase the gift.

When you place your order you may choose to leave a message and a pseudonym for your creator, but this is also optional.

 

General Questions

Is this site secure?

Security and privacy are our top priorities!

We use best-in-class security practices.

 

Do I need to sign up to purchase a gift for a creator?

No!

While you can create a fan account, it is not necessary to purchase a gift! You can simply select the gift you'd like to purchase and directly checkout on the page–without an account!

However, if you do create an account you can see a history of the gift orders you have made all in one place!

 

Troubleshooting & General Joyful Info

Technical issues, customer support needed, features and brands suggestions and how Joyful works - all can be found here

 

General Troubleshooting

Basic troubleshooting guide: “Why can’t I access JOYFUL or my wishlist?”

 

Our Support Team is always here for you, but if you're having trouble accessing our platform we recommend that you try these steps before creating a support ticket!

 

1. Try a different browser or device

2. Try accessing the site on a mobile using data only

3. Turn off ad blockers, extensions, and/or VPN

4. Ask a friend if your Joyful page loads for them

 

How long does it take to hear back on my support ticket?

 

It may take 1-3 business days for our support team to respond – possibly longer during the holiday season – but is usually within 24 hours. We respond to tickets in the order they are received. Please note that sending additional messages will send your ticket back to the queue!

 

General Joyful Info

 

JOYFUL panels and logos

Do you know a brand we should add as a partner merchant?

Contact us by email - support@wishjoyful.com

I have a feature suggestion or want to propose an idea!

 

Awesome! We love new ideas.

Please send your feature request or idea to support@wishjoyful.com

They are sent directly to our developers.

 

Reporting Abuse and Inappropriate Behavior

 

We take the safety and well-being of our users seriously, and we want to ensure that everyone can enjoy using our platform in a safe and respectful manner. If you come across any instances of abusive or illicit behavior from another user, we encourage you to report it to us immediately.

To report such behavior, please contact our customer support team with the username of the person being reported. You can reach us via email: support@wishjoyful.com.

To accelerate the process, you can also attach evidence e.g., screenshots showcasing the reported behavior.

We will investigate the matter thoroughly and take appropriate action. We may also report the incident to the relevant authorities if necessary.

Examples of abusive or illicit behavior may include but are not limited to:

· Harassment or bullying

· Hate speech or discrimination

· Scamming or fraud

· Selling illegal or prohibited items

· Promoting or engaging in illegal activities

· Any other violation of terms of service

Please note:

· False reports can also be damaging, so please ensure that your report is accurate and truthful.

· Due to privacy laws we often cannot update you on the result of our investigation. We appreciate your understanding.

Thank you for helping us maintain a safe and respectful community on our platform.