Hello all,
Since Day1 July 8 we have been shipping phones (almost) every day! Every order is being handled with care but unfortunately in the process ramp-up there have been issues as well and some orders have not been located & shipped. We sincerely apologize if this is your case and we are here to help you sort it out!
The following update has been rolled out by email to all customers during this week. If you have not received the email, no reason to worry - it does not mean there is something wrong with your order. Sending out 15k+ emails is not easy and delivery errors happen due to many reasons, such as spam filters and server rules, which may be invisible both for the sender and the recipient end user.
DELIVERY STATUS
Batches 1 & 2 are 99% delivered, Batch 3 on its way, September & October batches to follow. Nothing to do unless one of the points below is yours.
Batch 1: 99% delivered. If yours has not arrived, kindly first check your order status at commerce.jolla.com. If your order is not fulfilled or if you can’t locate it, kindly email us to shop@jolla.com with Subject: Batch 1: missing order #[your pre-order voucher number]
Batch 2: 99% delivered. Same as above, except the Subject: Batch 2: missing order #[your pre-order voucher number]
Batch 3: on its way. Our team is picking’n’packing based on pre-order numbers, packing and shipping every (week 
) day. We currently estimate the Batch 3 shippings to be completed around October 20.
Jolla Phone (Sep-I 2026) and Jolla Phone (Sep-II 2026): shipping starts in October, once Batch 3 is out.
Please note, that if you have paid in full but never gave us a shipping address, we cannot ship your phone. Add it to your order at commerce.jolla.com. For address changes, please see FAQ below.
Community Shipping Tracker on the forum is a good place to compare your order with others. A big thank you and 
for @JordyS for creating & maintaining it and being very actively commenting to fellow community members - this has helped our small team a lot! 
REFUNDS
If you have submitted the withdrawal form, your request is in the queue and we will process it. We handle requests in the order they came in, currently the queue is approx. 2 weeks in the refunds processing. Please note that one form of entry is enough: you do not need to send a second one, and you do not need to email us. Email does not move you forward.
If you asked for a refund by email earlier and have not heard back, we apologize. Kindly submit the form, it puts your request right away in the queue we process from.
If your phone has already arrived and you want to return it, the same form applies. You have 30 days from the moment you received the phone. Please see our Refund Policy for details.
FREQUENTLY ASKED QUESTIONS
Q: How do I check my order status?
A: Log in at commerce.jolla.com with the email address you used when ordering. Your order and its status are there. Please note that if you have used different email addresses with different orders you may have multiple accounts. The e-commerce platform we use is Shopify and it creates customer accounts solely based on email address.
Q: Aargh, I’ve used several email addresses in my orders. What do I need to do?
A: First, please check at commerce.jolla.com whether your user accounts & orders have already been merged and are simply waiting to be shipped - we merge and pick’n’pack such cases every day! If you can’t locate your order status, then preferably please drop us a note at the forum using private message detailing your Full Name, all Order Numbers and the email addresses you’ve used. Alternatively you can send us an email to shop@jolla.com. In your message please use Subject: Batch #[1/2/3/Sept/Oct]: missing order #[your pre-order voucher number]. We will merge your accounts with the information.
Q: How do I change my shipping address?
A: If your phone has not shipped yet, you can change the address on your order at commerce.jolla.com. If you’re not able to change the address yourself, kindly drop us an email with Subject: Batch #[1/2/3/Sept/Oct]: Shipping address change #[your pre-order voucher number]. Once a phone has shipped, we cannot redirect it.
Q: How do I cancel and get a refund?
A: Use the Withdrawal Form at Withdrawal form – Jolla Shop and you will get a confirmation with a reference code. The refund goes back to the original payment method. No questions asked, no hard feelings, you are always welcome back We handle refund requests in the order they come in, currently the queue is approx. 2 weeks in the refunds processing.
Q: Can I add accessories to my order, and do I pay shipping twice?
A: You can order the accessories at Jolla Phone spare parts and accessories – Jolla Shop. Please note to use the same email address you used for the phone order. If your phone has not shipped yet, we combine the orders and automatically refund the extra shipping costs at the time of order fulfillment. If your phone has been fulfilled or shipped, the accessories ship on their own.
Q: I have paid everything. Do I need to do anything?
A: No. If you ordered and have not cancelled, your order stands and your phone comes in its batch. This message goes to everyone who has ever ordered a Jolla Phone, so it is fine to file it and carry on.
Thank you for your patience and continued support. Smooth sailing 
, and we continue see you here on the forum!
The Jolla Team
Reino slippers and made them available to the world was already a great service to humankind; the 
Jolla phone is the 
cherry on top.