Frequently Asked Questions
It usually takes 24 to 48 hours for our fulfillment team to process your order and ship it out from our warehouse.
***Our warehouse is closed on Saturdays, Sundays, and statutory holidays. If you placed an order on the weekend, it will be shipped out after the weekend or holiday.
Our warehouse is closed on Saturdays, Sundays, and statutory holidays. If you placed an order on the weekend, it will be shipped out after the weekend or holiday.
- In an effort to reduce our carbon footprint, we now offer Carbon Neutral shipping on all our Canada Post expedited ground shipments. (at no extra cost)
US and Canadian Orders
For standard service, we use USPS or Canada Post to ship. For expedited service, we use DHL Express OR FedEx to ship in US and Xpresspost to ship in Canada . After your order is fulfilled, you will receive an email notifying you, your order is on its way. Click on "View your order", you will be directed to the order detail page. To track your order, simply click on the tracking number on the order detail page. You will see the real-time update on the package delivery.
Often time, USPS will mark the shipment delivered when it's still on its way to the destination. If you receive a notification saying your package is delivered today, but the package is not found, please allow 2 to 3 more business days. If your package is not delivered, please contact us at jjmalibu.ca/contact
If you did not receive your package marked delivered with an express service ( DHL / FEDEX / UPS) please contact us at jjmalibu.com/contactus
**** Please make sure to confirm your order number and your full shipping address.
Standard shipping (2-4 Business Days) to US via USPS is $6
Express shipping to the US via DHL is $25.95
Standard shipping (3-8 Business Days) via Canada Post is $6
Expedited shipping (2-4 Business Days) via Canada Post is 15.95
International Express Shipping (2-5 Business Days) price varies as it is calculated by location and weight at checkout.
We use DHL Express or FedEx in most cases.
If you live in an area that DHL/ FedEx is not able to deliver, our last option is checking UPS. We will contact you if we are unable to find an express option for the shipping address provided. Some rural areas may not have options for less than 5 business days.
It will take us a minimum of 1-2 business days to pick and ship your order. If you place your order today, your order will be processed and shipped the next business day ( please be aware of stat holidays that will delay this process by 1 day.)
Once your order is shipped, it will ( in most cases) take 1 to 2 business days to get to you within the US or 2 to 5 business days internationally.
We ship to 100+ countries. We have selected a few countries in the below chart to demonstrate the estimated timeline for the courier to deliver your package.
Please note, that our carrier(s) does not deliver on the weekend. The delivery time may vary depending on your location and how long it takes to clear customs.
Country Delivery Time
United Kingdom 2-3 Business Days
Germany 2-3 Business Days
Japan 4-5 Business Days
Australia 2-5 Business Days
Mexico 2-3 Business Days
Singapore 3-4 Business Days
Tax and duties may apply If you are shipping to a destination outside of the US or Canada, the recipient might be charged import tax and duties by the destination country's customs. You may be asked during checkout if you wish to pay duties and taxes in advance.
Every country's regulation is a bit different, with a different threshold for charging import tax and duties.
Please be sure to check with the destination customs threshold before placing an order or be aware of the possible charges.
*** JJ MALIBU is NOT responsible for the duties and customs charges incurred on your package. The total amount of payment does not include any duties and customs charges to clear your custom. Duties and Customs charges vary from country to country and it is the buyer's responsibility to understand the fees and charges from your custom. If the package is refused by the buyer because of a customs charge, it will be marked abandoned and cannot be refunded.
If you refuse the package upon delivery, you voluntarily give up the package. JJ Malibu will not be responsible for rejected packages as these packages are marked abandoned by the courier.
Once your order is shipped, you will receive a shipment notification letting you know your package is on its way. Click on "View my order" button to go to the order detail page. You will find the tracking number for your package. You can click on the tracking number to see updates on the delivery.
If your order has not been shipped, we can change the size for you. Please visit us at JJMalibu.com/contactus to submit a request to change your item or address.
Once the order is fulfilled and shipped, we will no longer be able to make changes to your order. Please request for a return once the package arrives.
Payment Methods accepted are:
By default, all orders are processed in USD. Our company is a US-based and our payment system is originated in the US.
*** If you are viewing this page from outside the US/ Canada you have been re-directed based on your location (IP address) to a global site. The global sites offer local currency and payment options unique to your location.
Unfortunately, you will not be able to choose a different currency other than USD.
The currency widget on our website will convert all the prices displayed to the currency you choose. It is an approximate amount and for reference only.
The currency that will be used to complete your transaction is USD only. We currently do not support other currencies at checkout.
We currently only accept USD. If the default currency on our credit card or other payment method is not USD, you will most likely be charged a foreign transaction/currency conversion fee by your financial institution.
If your payment method is in USD this small fee ( seen as a separate line item in your bank statement) is sometimes charged by your bank in error. Please contact your bank to have this fee removed.
Our payment processing system checks a few things before accepting a payment to ensure the security of the credit card used. If your transaction didn't go through and the reason code is showing zip code does not match, that means the billing address zip / postal code you entered does not match the billing address zip/ postal code your credit card company has on file. Please contact your credit card company to update your billing info or use a different form of payment. i.e. PayPal.
If your transaction was declined, the transaction you see on online banking is an authorization, not a payment. This authorization will be cleared automatically in 3-5 business days. This is a common practice for many credit card companies. It's not done by our processing company or JJ Malibu.
After you have added all items to your cart, click on check out and see below screenshot:
Some of our promotions will provide you with a discount code and they will expire after the promotion ends. The discount code will become invalid once it expires.
Discount codes can only be applied to full price items. Discount codes cannot be applied to sale or clearance items.
For any other reason that a discount code is not working, please contact us and our friendly customer service representative will assist you.
Thank you :)
Sorry. only one discount code can be used per transaction.
First, you will need to sign up with our rewards program to start collecting points!
You need to turn the points into a discount code to use at checkout.
In your rewards account ( the pink pineapple icon that says Juicy points) select "spend points" on the right of your screen under your point total.
- redeem the amount of points you'd like for the discount code
- use that code at check-out in the same area as other discount codes. Here is where that bar is:https://jjmalibu.com/apps/help-center#where-do-i-enter-discount-code-coupon-code-or-gift-card
*** We are currently only offering return for refund at this time. We are working on a new return system to offer an exchange option very shorty.
Most full-price items are eligible for return within 30 days after the date the package was delivered. Please send a return request form.
Clearance sale items and personal items ( such as underwear, swimwear, and socks, and adult toys) are not eligible for return.
All clearance sale items are not eligible for return or exchange.
Personal items such as socks, underwear, swimwear, and adult toys are final sale for hygienic reasons.