Refund policy
Return and Refund Policy
Last updated: September 3, 2026
MyJalys LLC ("MyJalys," "we," "us," "our") wants you to be happy with your order. This policy explains what can be returned, what cannot, and how refunds work.
Please read the first section carefully. Most of what we sell is food, and food cannot be returned once it has been delivered to you. This is a food safety rule, not a customer service preference, and we explain why below.
Food items cannot be returned
We do not accept returns on any food or beverage product once it has been delivered. This includes snacks, candy, drinks, protein products, and every bundle containing them, whether the packaging is opened or unopened.
This is not negotiable, and here is why. Once food leaves our control and reaches a customer's hands, we have no way to verify it was stored safely or that it was not opened, altered, or tampered with. If we accepted it back and it reached another customer, someone could be seriously harmed. No responsible food seller restocks returned food, and we will not either.
Not being able to return food does not mean you are stuck with a bad order. If something is wrong with your order, we fix it with a replacement or a refund and you keep or dispose of the item. See "If something is wrong with your order" below.
Do not ship food back to us. Food sent to us without an approved return will not be accepted, will not be refunded, and cannot be returned to you.
Non-food items: 14 day returns
For non-food products, you have 14 days from the delivery date to request a return.
To be eligible:
- The item must be unused and in the same condition you received it
- It must be in its original packaging with any tags or seals intact
- You must have your order number or proof of purchase
- You must request the return before sending anything back
To start a return, email support@myjalys.com with your order number and a photo of the item. If your return is approved, we will send you instructions and a shipping label.
Items sent back without an approved return request will not be accepted or refunded.
Who pays return shipping:
| We pay | You pay |
|---|---|
| Wrong item sent | You changed your mind |
| Item arrived damaged | You ordered the wrong item or quantity |
| Item was defective | You no longer want it |
| Item missing from your order | You found it cheaper elsewhere |
| Listing description was inaccurate |
Final sale items
Any item purchased from the "This Month's Deals" collection is a final sale. Final sale items cannot be returned or exchanged, and they are not eligible for refunds for change of mind, for any reason. See our Account Terms for details on why these items are final sale.
The one exception: if a final sale item arrives damaged, defective, or is not the item you ordered, contact us and we will make it right. Final sale never means we ship you something broken and walk away.
Gift cards, if and when we offer them, are also non-returnable.
Canceling an order
Before it ships: Email support@myjalys.com as soon as possible. If your order has not shipped yet, we will cancel it and refund you in full.
After it ships, while it is still in transit: Email support@myjalys.com. We will do everything we can to stop the delivery. If we can stop it, you get a full refund.
When the delivery arrives: If the package has not yet been handed to you or left at your door, you may refuse the delivery and it will be returned to us. Once we receive it back, we will refund your order total. Original shipping charges are not refunded on refused deliveries.
After delivery: Once a food order has been delivered, whether handed to you or left at your door, it cannot be canceled, returned, or refunded except under "If something is wrong with your order" below. Most of our deliveries are left at the door without a signature, so if you want to cancel, contact us before the delivery date.
If we are delayed: If we cannot ship your order within the time we stated, we will email you, give you a revised shipping date, and offer you the choice to cancel for a full refund.
If something is wrong with your order
Please inspect your order as soon as it arrives.
Contact us at support@myjalys.com within 7 days of delivery if your order:
- Arrived damaged, crushed, leaking, or opened
- Contains the wrong item
- Is missing an item
- Contains a product that is expired or past its best by date on arrival
- Is not what was described on the product page
Include your order number and a clear photo of the item and the packaging. We will replace the item or refund you, whichever you prefer.
You do not need to send food back to us to get this resolved. Send the photo, keep or dispose of the item, and we handle the rest.
Heat and melted chocolate
Chocolate melts. It is a fact of shipping food in warm weather, and we take it seriously.
From June 1 through August 31, we include an ice pack with every order containing chocolate, at no extra charge to you.
Please keep in mind:
- Ice packs slow melting, they do not prevent it in extreme heat or on long transit routes
- Please bring your package inside promptly on hot days. We cannot control how long a package sits on a porch after delivery
- Cosmetic melting is not a defect. Chocolate that has softened, reshaped, or developed a pale bloom on the surface is still perfectly safe to eat, and is not eligible for a refund when an ice pack was included
- If chocolate arrives genuinely ruined, leaking, or unsafe, contact us with a photo within 7 days and we will make it right
- Outside June 1 through August 31, we do not include ice packs and we are not responsible for weather related melting
Lost, stolen, and undelivered packages
Once we hand your package to the carrier, delivery is in their hands, and title and risk of loss pass to you. We are not responsible for carrier delays, misdelivery, or theft after delivery.
That said, we do not want you to lose money on something you never received.
If your tracking shows delivered but you did not receive your package:
- Check with everyone in your household and look around your property, including with neighbors
- Wait 48 hours. Carriers sometimes mark packages delivered a day early
- File a claim with the carrier
- Email support@myjalys.com with your order number
As a one time courtesy, we will replace or refund an order that is confirmed lost or stolen after delivery. This courtesy is limited to one order per customer and applies to orders under $150. After that, we will help you file a carrier claim but we cannot cover the loss.
If your package is lost in transit and never marked delivered, contact us and we will replace it at no cost to you.
Incorrect shipping addresses
You are responsible for entering a correct and complete shipping address at checkout.
Please double check your address before you place your order. If an order is shipped to an address you entered incorrectly, we are not responsible for the lost package and we cannot refund it.
- Need to fix an address? Email support@myjalys.com immediately. If your order has not shipped yet, we will update it at no charge
- If a package is returned to us as undeliverable, we will refund your order total minus original shipping. Food returned to us for any reason is destroyed and not restocked, so the refund is a courtesy, not a return
- If you want it reshipped, you are responsible for the new shipping cost
Items that cannot be returned
- All food and beverage products, once delivered
- Items from the "This Month's Deals" collection (final sale)
- Gift cards
- Custom, personalized, or special order items
- Personal care and beauty products
- Any item requested more than 14 days after delivery
- Any item sent back without an approved return request
If you are unsure whether your item qualifies, email support@myjalys.com and ask before you send anything.
Exchanges
We do not process direct exchanges. The fastest way to get what you want is to request a return on the eligible item, and place a new order for what you actually want. Your refund is processed as soon as the return is approved.
Refunds
Once we approve a refund, we will email you to confirm.
- Approved refunds are issued to your original payment method within 3 to 5 business days
- Your bank or card issuer may take an additional 5 to 10 business days to post it to your account
- We cannot refund to a different card or account than the one used to pay
- Original shipping charges are non refundable unless the error was ours
If more than 10 business days have passed since we told you your refund was approved and you still do not see it, email support@myjalys.com and we will chase it down.
Please contact us before disputing a charge with your bank. We would much rather solve it directly, and we can almost always resolve it faster than a bank dispute can.
Allergies and food safety
Please read our Allergen and Food Safety Notice before ordering if you or anyone eating these products has a food allergy.
Allergic reaction to a correctly labeled ingredient is not grounds for a return, because food cannot be returned. It is your responsibility to read the ingredient and allergen information on the product before consuming it. If a product we sold you was mislabeled or missing required allergen information, contact us immediately at support@myjalys.com.
Subscriptions
Subscription orders follow this policy, with additional cancellation and billing terms in our Purchase Options Cancellation Policy.
Questions
Email support@myjalys.com. This is the only address we use for customer matters, and we answer every message.
MyJalys LLC
1010 Hoyt Avenue, Ridgefield, NJ 07657, United States
