FAQ & Help Center

IMPORTANT DATES 

 

Season Box	Apparel Size &  Address Change	Billing Dates*	Shipping Dates*
Spring Box	Must be made before TBD	Billed in mid-March	Ships Late April
Summer Box	Must be made before May 24th	Billed May 25th	Ships July
Fall Box	Must be made before September 13th	Billed on September 14th	Ships October
Winter Box	Must be made before October 26th	Billing will begin October 27th	Ships December

*Dates are subject to change. Subscribers will be notified of any changes.

 

General Questions 

What's inside the JoJo Siwa Box?

The JoJo Siwa Box an officially licensed subscription box service that is delivered to your door every season. Inside the box, you'll find awesome JoJo apparel, accessories, and collectibles you can’t get anywhere else!

 

Who are we?

The JoJo Siwa Box is built by CultureFly, an official licensee of JoJo Siwa and Nickelodeon

 

Can't I just buy these items in stores?

Nope! These items aren’t available in stores. They are all exclusive, limited-edition items made by us specifically for these boxes! If you want them you'll have to subscribe.

 

Do you offer a one-time purchase option?

Yes! Not sure if you want to sign your Siwanator up for the subscription right away and want them to try out the box? Sign them up for our trial box option so they can get the current box. You can always come back and sign up for the subscription plans so you don't miss out on future boxes. Signing up for a subscription plan is the better deal!

 

Can I give a JoJo Siwa Box subscription as a gift?

Yes. We offer a one-time box option that you can send to someone as a gift. This is separate from the subscription and will only ship them the current box available. To get a box set up, you can create a new account with a new username and password for the recipient. 

If you would like to gift someone a quarterly subscription, follow the same instructions stated above.

If the box does not ship on exact the date you need it by, use this gift receipt to let them know it's on the way.

 

Why are we asking for your apparel size?

 

Our boxes will contain apparel inside, so this is why we ask you for your size at sign up. Our kids and adult unisex.

Boxes may come with tees, long sleeves, jackets, or hoodies, so please be mindful when you choose your size.

 

Why do the bows in your box look different than the ones I see in stores?

It’s intentional that our bows look different than the ones in retail, as they’re limited-edition exclusives for the box. The bows we put in our boxes are called the JoJo OG bow and are based on the bows Jessalynn Siwa (that’s JoJo’s mom!) used to make for her daughter when she was just starting out on Dance Moms! We wanted to make sure you, as a JoJo Siwa Box subscriber, were getting a totally unique and exclusive experience, so we decided to make the bows in our boxes based on them! This means you can’t get OG-style bows anywhere else, so not only is the individual bow unique to the box, but the whole style is, too! You can see some totally adorable photos of JoJo rocking the original OG bows here.

How do I set up my account?

If you are new to the JoJo Box, you will need to only enter your email address on the checkout page. You will receive an email asking you to activate your account. This will help you manage your subscription. If you do not activate your account, you will be unable to edit your subscription.

If you are a returning customer, there is no need to log in. As long as you use the same email at checkout that you have on your existing account, you are all good to go with your purchase.

If you have any questions or need assistance, please email our customer service at contact@thejojobox.com. 

Shipping

What countries do you ship to?

We currently ship to all 50 United States, Canada, and the United Kingdom.

 

How often will I receive My JoJo Siwa Box?

The JoJo Siwa Box is a subscription service. You will receive a new box every quarter, or every three months!

 

When will my JoJo Siwa Box ship?

The JoJo Siwa Box ships on a quarterly schedule, every 3-4 months. If there are any changes to this schedule, we will inform you via email.

***Please refer to the Important Dates chart above for more information.***

 

How much does shipping cost?

Our boxes will ship anywhere in the United States for a flat rate of $9.

International Customers are required to pay any relevant duties, customs, or taxes associated with their Country, as we have no control or responsibility over them. Shipping to Canada is $15 (USD), and shipping to the UK is $25 (USD).

 

Why are international shipping fees more than domestic?

International shipping fees vary from country to country. Each international box is shipped with Priority Express International Shipping and is fully insured and trackable.

 

Once my box ships, how long will it take to arrive?

If you are a subscriber located in the United States, you will receive a shipping notification when your box is dispatched via DHL, Fedex, or USPS along with a tracking number. At that point, your box will arrive within 3 to 7 business days. 

If you are an international subscriber (outside the US), you will receive a shipping notification when your box is dispatched via the post office along with a tracking number. At that point, your box will arrive within 5 to 10 business days. Please be aware that international packages may be delayed by customs in your country and that you are responsible for any associated import fees.

Any new subscription that comes after that quarter's box has already started shipping may take up to two weeks to ship.

 

Why does tracking seem to be taking longer than it should? 

The boxes ship from California even though our return address is listed as New York City – where our home office is. We do that in the event your box is marked ‘return to sender,’ it comes back to our office and we can get it to its rightful home! Our boxes ship out of our main warehouse in California.

 

What is the difference between unfulfilled and fulfilled? 

If your subscription says "Unfulfilled" on your account, this means that your order is all set, but it has not started shipping yet. When it changes to "Fulfilled," you should receive your tracking information via email.

 

I received my tracking link, but it hasn't moved in a while. What should I do?

We ask that you do keep an eye on your tracking, as it may update as soon as possible.

However, if your tracking link says "Pending" or your delivery date has not updated in over 10-13 business days, please reach out to our customer service at contact@thejojobox.com so they can take a closer look.

 

 

I still haven't received my box. Is it lost? What should I do?

If your tracking hasn't moved after 10-13 business days, email our customer service contact@thejojobox.com so they can help you with the next steps.

 

 

My box is being shipped to the wrong address. What should I do?

In the case that your box is going to an old address, we ask that you have mail forwarding set up. Our customer service team will assist.

If your box is going to a different address due to an error, reach out to our customer service team.

We ask to please make sure you change your address before the cut-off date in the table at the top as once your shipping label is created, we cannot update your account information for your current box. 

Our customer service team will either set you up with a replacement (depending on quantities) or a refund. Email them at contact@thejojobox.com for help. 

 

Billing

When will I be billed for a recurring subscription? **Please note, you will be charged in full on initial sign up**

At signup, you will be charged $30.00 plus shipping for the Quarterly plan. Your plan is set to auto-renew once your initial plan has ended. ***Please refer to the Important Dates chart above for more information***

 

If I subscribed to the Quarterly plan, do I automatically get renewed? 

Yes, you will automatically be renewed for the original plan you purchased.

 

What currency will I be charged in?

All orders are processed in U.S. dollars.

 

What payments do you accept?

We accept PayPal and credit cards such as Visa, MasterCard, American Express, and Discover.

 

Account Questions

How do I change my shipping address?

To update your billing and shipping address, log in with the My Account Icon >  click on Manage Subscriptions > Click on Shipping Addresses > Click the address you want to update > Click Edit Shipping Address > Input your new information, then click SAVE

Please make sure you change your address before the cut-off date as once your shipping label is created, we cannot update your account information for your current box.
***Please refer to the Important Dates chart above for more information.***

 

How do I update my payment information?

In order to change your Credit Card info, log into your account, click Manage All Other Subscriptions > under Billing, click on Edit.

 

How do I change my apparel size?

To change your apparel size, log in, click on My Account > then Manage Subscriptions > Click Edit on the plan you want to update > Click Product > Click the Size Variant you would like to change it to, then click then click UPDATE

Please make sure you change your apparel size before the cut-off date as once your shipping label is created, we cannot update the apparel size for your current box.

***Please refer to the Important Dates chart above for more information.***

 

I am currently on a specific plan, but I would like to switch to the other plan that you offer. How do I do that?

Log in or click on the My Account > then Manage Subscriptions > Click Edit on the plan you want to cancel > Then, scroll to the bottom of the page, and hit Cancel Subscription.

You would then need to go back and sign up for the other subscription plan option to receive it. We currently don't offer another way to switch between plans. 

 

How do I cancel my subscription?

We’re so sorry to see you go! Log in or click on the My Account > then Manage Subscriptions > Click Edit on the plan you want to cancel > Then, scroll to the bottom of the page, and hit Cancel Subscription.

This does not mean your current order is canceled. Your account is now inactive, so you will not be renewed for future boxes in your subscription. If you would like for your current box order to be officially canceled, please email contact@thejojobox.com.  

Quarterly Plans can be canceled between seasons, as long as the shipping label for your next box hasn’t been created.

Exchanges and Returns

An item was broken or damaged in my JoJo Siwa Box. What should I do?

Any damages, refunds, or replacement requests must be requested within 30 days of receiving your shipment. Due to inventory changes, we do not guarantee that all requests will be accommodated as requested. Once processed, you will be asked to verify your shipping address and you will receive new tracking information.

We do not offer refunds or replacements for items that have been used, washed or tampered with.

As a mystery style subscription, we do not offer returns, refunds or credits for the dissatisfaction of subscription contents.

You may reach out to our customer service attaching photos or videos of your damaged product in an email with the full name and email associated with the account.

We will be able to replace the item/s unless the item is not in stock, then we will offer a refund for the damaged item.

Please do take note that waiting for a replacement can take up to 8 weeks.

Send an email with a picture of the damaged item to: contact@thejojobox.com

If, for any reason, a full return of the box is approved, the box will need to be returned to us unopened and in the original shrink-wrap.

 

How long do returns take to process?

Returns take 3-5 business days to be processed.

 

How long does it take for a refund to process?

If you are receiving a refund through your bank, it should take 7-10 business days for it to process.

If you are receiving a refund through PayPal, it should take 5-7 business days for it to process. *The reason why we may ask for your PayPal as a way to process your refund is due to the timeframe since you last made your order.

We do offer refunds by mail-in check. This may take up to 7-10 business days to arrive.

 

I received the wrong apparel size. What should I do?

Depending on apparel availability, our customer service team will be able to help. Please send an email to contact@thejojobox.com. 

Please note: We are not responsible for the payment of the return shipping. However, if you are exchanging an item for another one, the new item will be shipped back to you for free. If the item doesn’t fit and you would prefer a refund we will credit you back on the card you used for the purchase. However shipping costs will not be refunded.

 

My shipping box has a dent? Can I get a replacement one?

We put a lot of thought into designing our boxes to make sure they are visually appealing. Please keep in mind the box is primarily for shipping and is designed to protect what’s inside. We do not offer replacements for any damaged box.