FAQs

Question Answer How do I clean aXtion Edge tablet cases?

Question Answer How do I clean aXtion Slim tablet cases?

Question Answer How do I clean aXtion Bold tablet cases?

Question Answer How do I clean aXtion Pro tablet cases?

Question Answer How do I reset my password?

1. Visit our Reset Password page.

2. Enter your email address and click "Reset Password".

3. Check your email. You should get an email from us within 5 - 10 minutes. (Don't forget to check your Spam folder.)

4. Click the link to reset your password.

5. Enter your new password and confirm it.

Click here for step by step instructions on how to reset your password.

Question Answer Do you have any local stores where I buy your product?

Question Answer I already have a MagConnect mount for my old tablet, can I just purchase a case for the new tablet rather than replace the entire mount?

Question Answer Can I use my existing Carbon Fiber arm with a new mount base?

Question Answer My aXtion Bold came with a built-in screen protector, do you offer replacement screens?

Question Answer Why can't I find the mount and case bundle that I am looking for?

Question Answer Do you offer OEM or private labeling of your products?

Question Answer How do you remove the Temporary Protective Film on aXtion Pro cases?

aXtion Pro cases feature built-in screen protection for the tablet screen and rear-facing camera. Temporary protective film covers and the screen protectors should be removed prior to use. To remove the film, gently peel back starting from the corner. Once a small area has separated, gently pull back the remaining film and discard. We recommend checking the inside and outside surfaces of the screen protectors.

Question Answer When will my order be shipped?

Question Answer How long will it take for my order to arrive?

Question Answer What shipping carriers do you use?

Question Answer Do you offer international shipping?

Question Answer US Territories & Military

The Joy Factory has now expanded shipping services to military and U.S. territories, including American Samoa; Guam; Northern Mariana Islands; Puerto Rico; U.S. Virgin Islands; and Armed Forces Americas, Europe, and Pacific. For items shipped with standard shipping to APO/FPO/U.S. territories, please allow 14 business days. Please note: at this time, we are currently unable to offer two-day and express shipping options to APO/FPO/U.S. territories.

Question Answer Why am I getting a bill from FedEx?

Question Answer Where can I find the tracking information for my order?

Question Answer I received multiple boxes. Did I get charged multiple delivery fees?

Question Answer Local Pick Up

Question Answer What is The Joy Factory's warranty policy and what does it cover?

Question Answer What is The Joy Factory's return policy?

Question Answer How do I request a return or an exchange?

Question Answer Do you offer cross-shipping in the event of an exchange?

Question Answer Where is my return shipping label?

Question Answer What does my order status mean?

Awaiting Payment - This is the first step in processing and means that your order has been received. Our system charges your card once your order ships, which is why the status "Awaiting Payment" is applied. This does not mean that there was an issue with your payment.

Awaiting Fulfillment - The second step in processing which means that our shipping department has begun processing your order and is preparing it for shipping.

Shipped - The final step in the process, once tracking is uploaded to your order the status will switch to "Shipped" and you will receive an email containing tracking information.

Question Answer I just placed my order and need to make a modification, can I do so?

Question Answer My item is backordered, what should I do?

Question Answer What states do you charge sales tax in?

Question Answer Can I buy direct from The Joy Factory?

Question Answer Are your products available through the channel?

Question Answer Who are your distribution partners?

Question Answer What payment options are accepted?

Question Answer Why are there multiple charges on my credit card?

Question Answer Do you price match?

Question Answer Do you have any online catalogs that I can view and share?

Question Answer Where can I find your social media channels?

Question Answer How can I be notified of new product launches and updates?

Question Answer Where can I download a data sheet overview for your products?

Question Answer Are your products TAA compliant?

Question Answer Are your products environmentally friendly?

At The Joy Factory, creating environmentally responsible products isn't just a sales tactic; it's an essential part of who we are…and it's been that way from the beginning.

Here are some of the ways The Joy Factory has made this dream a reality:

Make it reusable--We've traded in flashy, single-use plastic and shipped all our iPad cases and mounts in reusable and recyclable packaging.
Make it smaller--We could have stopped at just using 100% recyclable packaging for our mounts. But no, we kept on engineering until we could find even smaller ways to package them. Now we use 20% less materials in our redesigned mount packaging.
Make it better--All our packaging (if it's not reusable) is recyclable, so every purchase from The Joy Factory is one you can be proud of.