SHIPPING & RETURNS
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SHIPPING POLICY
An order that has been paid in full and for which there is availability in stock for the supply of the products therein and which has been approved by the operating company, will be sent by the operating company or by a representative on its behalf to the address that the customer entered or provided at the time of ordering.
For most products, the delivery date to the customer's address is 5-7 business days from the date the order is confirmed and payment for it is completed (whichever is later), unless otherwise stated on the site (for a specific product), or otherwise communicated by the site to the customer, in an e-mail message sent to him or by telephone contact by the site representative to the customer. Business days do not include Fridays, Saturdays, holiday eves and holidays.
The operating company delivers the orders, subject to payment of shipping fees by the customer, through a shipping company directly to the customer's address. The regulations of the shipping entity (shipping company) through which the orders are delivered apply to each shipment and are binding on the customer, including the provisions of the regulations regarding exact delivery times, definition of distribution areas, etc. The operating company will not be responsible for any delay in delivering the order or failure to deliver the order caused by force majeure and/or events beyond the control of the operating company, including strikes at the Israel Post or at the shipping company, roadblocks, etc.
The shipping fees involved in delivering the order will be paid by the customer along with the payment for the products ordered in the order. In the case of an installment sale, the operating company may charge the full shipping fees along with the first payment for the products ordered in the order. In the case of exceptional transportation, such as: delivery by additional personnel or special personnel, etc., the operating company may charge an additional fee above the regular shipping fees. In any case, the reason for charging such an additional fee will be explained to the customer and coordinated with him in advance.
The operating company and/or someone on its behalf, including a representative of the delivery company, may require the presence of the credit card holder and/or the payment method through which the order was paid, as well as to require the presentation of an ID card of the credit card holder and/or the other payment method, and the signature of the credit card holder on the delivery note as a condition for delivering the order to the customer.
If the customer has a complaint regarding a delay in the delivery of the order, he must immediately notify the site by sending a message to the site's email address detailing his complaint. The operating company will review his complaint and, if there is indeed a delay that is not caused by force majeure and/or events beyond the control of the operating company, the customer may notify the site that he no longer wishes to wait for the order to arrive. In this case, the site will entitle the customer to a refund in the amount of the payment he paid for that order (100% refund).
If and after the order has been packaged and sent to the customer's address, the customer requests to cancel his order and as long as it is within the cancellation period (as defined in the section "Cancellation of the order by the customer"), the cancellation of the order will entail the customer returning the ordered products to the site at his own expense in usable condition, i.e. in their original packaging, intact and/or unused and/or without damage and/or defect and/or spoilage of any kind (hereinafter: "usable condition"). Only after receiving the ordered products back, and in usable condition, will the site entitle the customer to a refund, less the shipping fees charged to the customer and less the price of products that were not returned or were returned in an unusable condition.
In the event that an order is returned to the website or to the operating company due to incorrect details provided by the customer, the customer will be charged a fee for shipping and handling fees for returning the shipment in the amount of the shipping fees, meaning the customer will be charged double the shipping fees.
At the customer's option, the order can be self-collected without charging shipping fees, for 14 days from the date of order confirmation. The self-collection date will be coordinated in advance between the customer and the site representative, and the collection will be carried out by the customer at the address provided by the company in the order. If the order is not collected by the customer by the end of the 14 days from the date of order confirmation, the order will be canceled, and the operating company will provide the customer with a credit voucher to place a repeat order on the site in the amount of the canceled order. The operating company hereby states that in any case, the payment for an order placed by the customer that has chosen self-collection and that was not collected within the aforementioned period of time and was therefore canceled will not be refunded to the customer, and the customer agrees that he will only receive a credit voucher from the site or the operating company as stated.
RETURN & EXCHANGE POLICY
Order Cancellation by the Customer
A customer may cancel their order by sending a cancellation notice via the website or by email to: shopjomofitness@gmail.com, in accordance with the Israeli Consumer Protection Law, 1981 (hereinafter: the “Consumer Protection Law”). Please note that certain items may not be eligible for cancellation, including custom-made products as defined in Section 14C(d) of the Consumer Protection Law.
Cancellation is permitted from the time of placing the order and up to 14 days from the date the customer receives the order. In the case of self-pickup, cancellation is permitted up to 14 days from the date the customer receives notice from the website or the operating company that the order is ready for pickup (as detailed in this policy). This timeframe is referred to as the “Cancellation Period.”
If the order has already been packed and shipped to the customer, cancellation within the Cancellation Period will be subject to the customer returning the items at their own expense, in a resellable condition—i.e., in their original packaging, unused, undamaged, and intact. The original purchase invoice must be included in the return. It is the customer’s responsibility to properly package the items to ensure they are returned in good condition. The operating company will not accept claims for items allegedly returned in good condition but received otherwise.
Once the returned items are received and inspected, the customer will be refunded the amount paid for the returned items, minus:
• Original shipping fees,
• Return shipping fees (if applicable),
• The cost of items not returned or returned in non-resellable condition,
• A cancellation fee of up to 5% of the total order value or ₪100, whichever is lower.
The refund will be issued to the original payment method used.
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Cancellation Due to Defective or Incorrect Products
If a cancellation is made due to a defect or mismatch between the delivered items and their description on the website, the customer will be entitled to a full refund (100%) for the affected products, via the original payment method. Alternatively, the customer may choose to receive replacement items (either identical or different). In such cases, the website or operating company will send the replacements free of charge (pickup is also available). Returned items will be reviewed for defects or discrepancies to improve service.
Items supplied free of charge (e.g., gifts, bonuses) that are returned will not be eligible for a monetary refund.
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Order Cancellation by the Website or Operating Company
The operating company reserves the right, at its sole discretion, to cancel an order in full or in part, at any time before shipment or delivery. Customers will be notified by email or phone. If payment has already been made, the customer will receive a full refund to their original payment method.
If the cancellation is due to a payment refusal by the customer’s credit card company or PayPal, and the customer does not resolve the issue within 7 days of being notified, no refund will be issued.
If an order was marked for self-pickup and not collected within 14 days of being confirmed, the customer will not receive a monetary refund. Instead, a store credit voucher will be issued in the amount of the canceled order.
If cancellation occurs due to out-of-stock items, the website may offer alternative items of equal value.
Customers who were not charged or have already been refunded will not have any further claims against the website or company due to the cancellation. The website and operating company will not be liable for any direct, indirect, or consequential damages caused by the cancellation.
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Special Sale Items
Items purchased during promotions or end-of-season sales may be returned or exchanged within 24 hours of receipt, in accordance with the Consumer Protection Law.
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Important Notes
• No refund will be issued for products provided free of charge.
• All returns and refunds require the original purchase invoice.
SHIPPING
All of our products are shipped to you from the ISRAEL via a secure, tracked shipping method. Please note that we do not ship to islands or P.O. boxes. Please provide a physical address.
Free shipping on orders of $100 or more. No code necessary. Free shipping will be applied at checkout and does not include duties.
JoMO ships worldwide.
JoMO only ships on business days (Monday through Friday, excluding bank holidays). Orders placed on Saturday and Sunday will be processed the following business day.
In case your JoMO package arrives damaged as a result of shipment, please save the shipping box, the JoMO products, and their outer packaging, and email us as soon as possible with your order number and the photos of the mentioned items to shopjomofitness@gmail.com.
CUSTOMS
Sales tax, customs fees, tariffs or duties are not included in pricing.
Orders shipped to Canada could be charged with customs fees. You may receive a separate invoice from FedEx for these customs costs. Unfortunately, we cannot predict the extent of these costs, which are your responsibility. Please consult the local customs office to determine the amount of duties and taxes that will be charged on your package. Please also note that we are unable to fulfill any request to declare your package for any value other than the total value paid at checkout.
To avoid the separate invoice (Advancement Fee) from FedEx, the customer can contact Fedex as soon as they get the tracking number and organize to pay the duties prior to receiving the order. This will stop FedEx from paying the duties and taxes from the order owed to the Canada Border Services Agency, which will result in an additional fee (Advancement Fee) for the customer.
RETURNS
We hope that you love your JoMO product(s) as much as we do. However, if for any reason you wish to return any or all products within your order, you have fourteen (14) days after the order has been delivered to do so. We will gladly issue a refund if the return conditions (noted below) have been met.
Please note that products must be returned unused, undamaged and in their original white cardboard outer packaging, which must remain sealed and unopened.
Make sure you choose an appropriate cardboard shipping box for your return to prevent the content(s) from being damaged while in transit.
Please arrange a return shipment using a carrier of your choice. We apologize - you must bear the return shipping costs, which are nonrefundable.
RETURN CONDITIONS
To return your product(s), please follow these steps:
1. Before returning your product(s), please email us at shopjomofitness@gmail.com within fourteen (14) days after delivery to inform us which products you would like to return. In this email, please include the following information: order number, product(s) you would like to return, name, phone number, email address and delivery address.
2. Our customer service team will reply with a Return Authorization Number (“RA Number”). Please note the RA Number on the original packing slip (i.e. the ‘Shipment List’ that was included with your order) as well as on the return shipping label that should be fastened on the exterior of the shipment box.
3. Please place the product(s) you wish to return, including their unopened, white cardboard outer packaging, into a shipping box. Please include the ‘Shipment List’ noted with the RA Number, along with the product(s) that you are returning in the shipment box.
4. Upon receipt of the email containing the RA Number, you’ll have an additional fourteen (14) days to organize a return shipment to us using a carrier of your choice. We are not responsible for any returns lost in transit, which is why we recommend using an insured delivery method with tracking information.
5. Please address your return package to:
Derech Jaffa 5,
Tel Aviv - Yafo
Zip code 6684105
Israel
6. After we have received your returned products, we will process your return request as soon as possible. If all aforementioned conditions are met, we will gladly refund the total purchase price to the original form of payment within fourteen (14) days of receiving your return. Unfortunately, return shipping costs are nonrefundable.
In case you have any other questions or concerns regarding returns, please don’t hesitate to contact us at shopjomofitness@gmail.com.
PAYMENT
PAYMENT METHODS
You can pay for your order using the following payment methods:
JoMO Payment Methods - VISA and PAYPAL
We don’t accept other credit cards, however PayPal offers the possibility to link most major credit cards, which gives you the option to pay with them on our website, via PayPal.
PAYMENT SECURITY
All transactions on our websites are carefully secured with the use of service provider MultiSafePay. All processes via MutiSafePay according to the ISAE 3402 principle and criteria and are certified according to the PCI DSS 3.2 Level 1 Service Provider. This assessment is an internationally recognized safety standard.
ORDER VERIFICATION
All payment methods are secured and validated. For the protection of our customers, some orders might be subject to payment verification. If your order is placed on hold, we will contact you right away to minimize any delay of your order.
CURRENCY
If you are purchasing from our IS website, all payments will be handled in Shekels.