Hi Linda.
Sorry for the slow reply, we don't use sitejabber and rarely check this forum, best to contact us directly to ensure a timely response.

We have multiple locations. Depending on what product you order, it will be made and shipped out from one of our different stores.
You can contact us directly at https://www.joswen.com/contact, let us know your product of interest and we can tell you where it will be made and shipped from.

Additionally, on the footer of every page you'll see the return policy and information attached to it. I have included also that link for you.
https://www.joswen.com/return-policy.html

Ships from China. You'll never get a full refund no matter what the problem is.