Q: Do I need to register for my first purchase?
Welcome JUSPIRITWhile non-members can checkout, we strongly recommend you become a member first. Members enjoy dedicated customer service, can view order history, add items to their favorites, and most importantly..."Accumulated Member Points and Rewards".

Q: How do I log in/register?
Click the "Member Account" button in the upper right corner of the official website to select... FB (Facebook)Or E-mail register.

Q: If I place an order but haven't paid, can I still pay by card/transfer?
Yes, you can! If you haven't completed payment when you placed your order, please follow these steps to make payment again:

1. Click on the upper right corner of the official website [Member Account] → [My Account].
2. Enter [Order History] → Click on this pen [Order Number].
3. After entering the order details page, you will see the payment button.

※ If you originally selected "bank transfer" and want to change it to "card payment", you can usually select the payment method again on this page (as shown in the picture below).

Q: How can I track my package's progress?
Entering the same way [My Account] → [Order History]After clicking on the order number, the page will display the current delivery status (e.g., shipped, ready to ship).

Q: Can I modify or cancel an order after it has been placed?
Before the package is "sent":You can contact customer service for assistance in modifying products, changing payment methods, or canceling your order.
After the package is marked "sent":No information can be modified.

Q: I selected the wrong store for convenience store pickup. Can I change it?
Before sending:Please contact customer service immediately to make changes.
After being sent:This cannot be changed. Changing the store may cause delays in logistics. If you need the item urgently, please confirm the correct store before placing your order.

Q: Did you notice anything unusual when you received the package?
If the outer packaging of the package is severely damaged or the contents are incorrect, please... Take a photo immediatelyPlease contact us via the chat window in the bottom right corner or via email, and we will prioritize processing your request.

Q: Do international orders require the payment of customs duties?
It depends on the destination.US orders (below $800) are from JUSPIRIT Payment on behalfFor orders over $800 from the US, as well as orders from the EU and other regions, customs duties are payable by the recipient locally. Please see the full rules here.International Shipping and Tax Information.

Q: What changes will occur after July 1, 2026 in the EU?
The EU has abolished the "tariff exemption for items under €150" and replaced it with a simplified tariff: €3 for each item under a different tariff category. If a pen and ink are included in the same order, they may be charged separately.

Q: Can you help me lower the value or list it as a gift?
No. We require all transactions to be declared according to the actual amount and contents. We do not accept underreporting of value or declaration as gifts to evade customs duties. We apologize for the inconvenience.

Q: Is there a tax-inclusive (DDP) option?
For orders under $800 in the US, it's essentially all-inclusive (we handle the tax payment through the post office, and the amount is included in the final price). In the EU, there are currently no tax payment channels (we don't have IOSS, and the post office doesn't offer tax payment services), and the recipient must pay the tax locally.

Q: What should I do if my package is returned because I didn't pay the tax?
If the shipment is returned due to failure to pay taxes and fees by the deadline, the buyer will be responsible for the round-trip shipping costs, customs fees, and damage to the goods. The original shipping cost will not be refunded. Please process any notifications received from customs or the postal service as soon as possible.

Q: What documents do I need to prepare to receive an international parcel?
A complete mailing address and contact number are essential; some countries require a tax identification number or identity card number for customs clearance. Incomplete information may delay customs clearance or even result in the return of the shipment.

Do I need to register?
Welcome to JUSPIRIT! We highly recommend becoming a member to earn loyalty points, save favorite items, and access exclusive coupons. You can sign up via Facebook or Email.

How do I confirm my order?
After clicking the green Place Order button, you will receive a confirmation email. If you don't see it, please check your spam folder or contact us.

Payment Not Completed?
If you closed the page before paying, you can pay later (within 3 days):
Go to [My Account] → [Order History] → Click your Order Number → Click the Payment Button.

How can I track my package?
Find your order in [Order History] To see the tracking number.
You can track your package via 17TRACK.

Why did my credit card payment fail?
We use NewebPay (a secure Taiwanese payment gateway) for all transactions. If your payment fails, it is usually due to:

• 3D Secure Verification: Your bank may require an OTP code sent to your phone. Please ensure you can receive SMS.
• International Restrictions: Your bank might block overseas transactions (we are based in Taiwan). Please contact your bank to authorize the charge.
• Card Info: Check if the card number, expiry date, or CVC is correct.
• Limit Exceeded: Insufficient funds or credit limit reached.

Tip: If the connection times out, please check your internet and try again. If issues persist, try a different card.

Can I modify/cancel my order?
Before Shipping: Contact us immediately. We can help modify or cancel.
After shipping: Orders cannot be changed once dispatched.

*Note: If a refund is issued due to personal cancellation, transaction fees charged by the bank/platform may not be refundable.

What if my package is damaged?
Please contact your local carrier first for a damage report, and then email us with photos. We will assist you with the claim.

Do I need to pay customs duty?
It depends on the destination. For US orders (USD 800 or below), JUSPIRIT prepays the duty, and it is already included in your checkout total. For US orders over USD 800, and all EU and other international orders, duty is payable by the recipient locally. See the full International Shipping & Customs Policy.

What changed for the EU from July 1, 2026?
The EU removed the EUR 150 duty-free threshold and introduced a simplified duty of EUR 3 per distinct tariff classification. An order containing both pens and ink may be charged per item type.

Can you declare a lower value or mark my order as a gift?
No. We declare the true value and contents of every shipment and cannot under-declare or mark commercial orders as gifts.

Do you offer DDP (all duties prepaid)?
US orders up to USD 800 are effectively DDP (we prepay via Taiwan Post; it is included at checkout). For the EU there is currently no prepayment channel (no IOSS), so duty is collected from the recipient on delivery.

What happens if my package is returned because duties were not paid?
Round-trip shipping, customs fees, and any product loss are the buyer's responsibility, and the original shipping fee is non-refundable. Please respond to customs or postal notices promptly.

What information do I need to provide?
A complete address and contact phone number are required; some countries also require a tax ID or personal ID number for clearance. Missing information can delay clearance or cause returns.

If the above Q&A does not solve your problem, please feel free to contact us through the following methods:
If you have further questions, please contact us:

• live chat: Bottom right corner of the website.
• Email:juspirittw+customer@gmail.com
• phone: + 886 900-205-436