💡 Frequently Asked Questions (FAQ) & Help Center

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Frequently Asked Questions in Chinese English FAQ

Common Chinese Questions

1. Member account and points

Q: Do I need to register for my first purchase?
Welcome to JUSPIRIT! While non-members can checkout, we highly recommend becoming a member first. Members enjoy dedicated customer service, the ability to view order history, save items, 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),LINE Or E-mail register.

⚠️ Important Reminder:
Please be sure to "Use the same method consistently"login!
The system cannot merge different accounts. If this is your first time logging in with Facebook, please continue to log in with Facebook next time.If you log in using Line or Email, the system will treat it as a new account, and your membership points and level will not be able to be accumulated or merged.

2. Orders and Payments

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).

Repayment Instructions

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).

3. Modify order and delivery

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.

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Global FAQ (English)

1. Membership & Login

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, Line, or Email.

⚠️ IMPORTANT: Keep your login method consistent!
If you first logged in with Facebook, please continue using Facebook.
If you switch to Line or Email later, the system will create a new account, and your points/membership level will NOT be merged.

2. Orders & Tracking

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.

3. Payment Issues

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.

4. Modifications & Help

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.

📞 Contact Us

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:

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