Service Terms & Policies

Welcome to Jili Bottle! By placing an order, you agree to the following terms, conditions, and operational policies. These policies ensure a fair, safe, and efficient shopping experience for all of our customers.

Digital Cart Integrity & Order Placement

• Order Review Responsibility: It is the customer's sole responsibility to review their shopping cart carefully before finalizing checkout. This includes verifying the exact item quantity, selected colorways, and billing/shipping information.
• Website or Cart Errors: If you experience an issue or technical glitch on our website while updating your cart quantities, do not complete the transaction if the total or quantity is incorrect. Jili Bottle is not liable for duplicate items or incorrect quantities purchased due to a customer proceeding through an unchecked checkout.

Order Cancellations & Modification Windows

• The Strict 1-Hour Rule: Because we use a fast-paced, highly automated fulfillment system to ensure rapid delivery, we allow a maximum window of one (1) hour from the time of purchase to request a cancellation, color swap, address change, etc.
• After the 1-Hour Window: Once this window closes, your order is securely locked into our fulfillment queue and cannot be intercepted, changed, or halted by our customer service team.
• In-Transit Color Exchanges: If you missed the modification window and want to swap colors (e.g., swapping to a colorway that just came back in stock), you must wait for the package to arrive. Keep the box completely unopened. Contact us, and we will provide a prepaid exchange label. Note: Opened or used items are ineligible for color exchanges due to hygiene standards.

Shipping, Addresses & Carrier Logistics

• Customer Address Accuracy: We ship packages precisely to the address provided by the customer at checkout. We are not responsible for packages that are misdelivered, lost, or returned to sender due to outdated addresses, typos, or incomplete information.
• Carrier Override & GPS Glitches: Jili Bottle is not liable if a shipping carrier (USPS, FedEx, UPS) ignores customer delivery instructions or utilizes automated GPS routing to drop off a package at a centralized development entrance (e.g., a leasing office or main gate) rather than an unmapped doorstep.

Customer Support Communication Boundaries

• Operating Hours: Our customer service team operates during standard business working hours.
• Late-Night & Weekend Requests: Time-sensitive requests (such as address changes or cancellations) sent late at night, over weekends, or outside of active business hours will not be seen until the following business day. Because our automated warehouse packing system operates independently of customer support hours, an order may process and ship before an after-hours email can be read. In these events, the 1-Hour Modification Rule still stands, and the customer must utilize our standard return/exchange process.

Returns, Refunds & Hygiene Standards

Returns are accepted within 30 days of delivery under the following strict parameters:

• Unused Items Only: Items must be completely unused, unwashed, and inside their pristine, original packaging to be eligible for a refund.
• Hygiene and Safety Exclusions: Due to strict infant health, safety, and sanitary standards, any used feeding components such as bottle nipples, valves, and collars, are strictly ineligible for returns, exchanges, or refunds under any circumstances.
• Return Postage: The customer is responsible for all return shipping costs associated with standard returns and color exchanges.

Damaged, Defective, or Incorrect Items

• 7-Day Reporting Window: If your item arrives with a manufacturing defect, shipping damage, or a warehouse packing error (incorrect item sent), you must report it to support@jilibottle.com within 7 days of delivery.
• Required Documentation: Please include your order confirmation number and clear photographic proof of the defect or damage. Upon verification, Jili Bottle will gladly issue a swift replacement or resolution at no additional cost to you.
• Refund Processing: Once an authorized return package is received and inspected at our facility, refunds are credited back to the original payment method. Please allow a few business days for your banking institution to post the funds.