Frequently Asked Questions

MY ORDER

What should I do if a promotion does not work on a specific item?

Promotions can’t be combined. For example, if an item is already on sale, you won't be able to use any promotional code.

Please contact our customer experience team for any other issues or concerns. They will help you with your situation.

Why won't the welcome offer work?

The 15% off welcome offer is valid on all products except FINAL SALE items. The offer can’t be combined with employee discount. The offer is only valid at JACK-JONES.CA. This offer cannot be combined with any other promotions including, Black Friday & Cyber Monday.

The 15% sign-up promotion is not applicable on previous purchases. The offer is not valid in-store. JACK & JONES reserves the right to modify or terminate this promotion without prior notice.

Can I add/remove items from my existing order?

Unfortunately, we cannot add or change the item(s) to an order once it is entered in our system.

If the order hasn't been processed by our warehouse, we can cancel the order, which would allow you to place a new order for the correct item(s) via our website.

Can I cancel my order?

You must contact our customer service team at canadasupport@bestseller.com as soon as possible to cancel your order. Please note that we cannot guarantee that your order will be cancelled as the process is time sensitive.

I did not get a confirmation email for my order.

Kindly verify that the email did not go to your spam/junk folder. Alternatively, it may have been a typo in your email address. Please contact us for assistance.

Why was my order cancelled?

We work hard to keep our inventory as up to date as possible, but unfortunately, it can sometimes happen that two customers place their orders for the same item at the same time.

Please contact our customer experience team canadasupport@bestseller .com for further clarifications.

PAYMENT

I'm unable to check out, what should I do?

This may be a technical issue. To deal with the situation, please contact our customer service team.

What do you mean by “FINAL SALE”?

Items on final sale are not exchangeable or refundable. If they are sent back, please note that they will not be refunded or returned to you.

When you buy boxers and/or socks, it’s always a final sale.

From time to time, we have clearance sections that only feature final sale products, which are always clearly marked with the FINAL SALE indication.

What methods of payment can I use?

Here are the accepted methods of payment on our website: PayPal, Mastercard, Visa, Apple Pay and Affirm.

When will I be charged for my order?

When you place your order, a pre-authorization for the full amount of your order is taken on your credit card. You will only be billed once your order ships from our warehouse. Note that you’ll only be charged for the shipped items.

Why was my payment captured twice?

Our payment process occurs in two steps: the pre-authorization and the billing.

The pre-authorization is only for us to ensure that the funds are available in your account before proceeding with your order. You are not charged at this point.

The amount is released by your financial institution within approximately a week. Your account is only billed when your order is shipped.

SHIPPING AND DELIVERY

How do you ship to Canada?

We ship using Canada Post Standard Expedited, Machool, Loomis and Purolator ground delivery services, normally we process orders within 3 business days from our distribution center in Montreal, QC.

Receive free standard shipping on all online orders over $99 after applicable discounts and promotional codes, and before applicable taxes. Shipping costs will be automatically deducted at checkout. This offer is not valid on previous orders and does not apply to orders being shipped to Nunavut, Yukon, and the Northwest Territories. A flat rate of $9.95 is applied for shipping on each order.

The standard delivery time is 3 to 12 business days depending on your location.

Note that these delivery times do not act as a guarantee. JACK-JONES.CA is dependent on Canada Post, Machool, Loomis and Purolator delivery, which may be affected by unforeseen delays such as inclement weather.

Do you ship internationally?

We only ship to Canada. Please visit our international site at jackjones.com to see if we offer shipping in your country.

How much is the shipping charge?

Can I change my delivery address?

We will gladly update the shipping address if the order has not been packed or shipped by our distribution centre yet. Once the order has been shipped, you will have to request a modification with Canada Post, Rivo or Purolator directly, there may be a cost associated (not covered by JACK & JONES).

How can I track my order?

You can follow the status of your order by clicking on the link in your shipment confirmation email.

The tracking number says the order was delivered but I never got it. Can you help?

If you didn’t receive your order, you must notify us within the 30 days from the carrier delivery date. In the event that your order was stolen we will ask to provide us with a police report.

Please contact us @ canadasupport@bestseller. We will gladly investigate the situation.

How long will it take to receive my order?

Orders are processed and shipped from our distribution center in Montreal, QC, Canada, usually within 3 business days.

Depending on where you are located in Canada it may take 5 to 12 business days to be delivered.

Note that these delivery times do not act as a guarantee. The website is dependent on Canada Post, Rivo and Purolator delivery, which may be affected by unforeseen delays such as inclement weather.

There are damaged/stained items in my order,what can be done about the issue?

Following the reception of a damaged item, you must notify us within the 30 days from the delivery date for us to initiate the claim or refund process. Please contact our canadasupport@bestseller and provide them with the following:

· your order number for them to make the necessary verification.

· at least three (3) pictures of the defective item: your product, the identification tags (or care label inside the garment); and a closeup on the defect. You can attach these pictures directly in your e-mail.

Why is my order incomplete?

We work hard to keep our inventory as up-to-date as possible, but unfortunately at the time of shipment, our warehouse was out of stock of the missing item(s).

This item was listed as sold out in your shipment confirmation email.

Please note that you will not be receiving the item(s) in a subsequent shipment as they were cancelled from your order. You were only charged for the item(s) that were shipped.

RETURNS AND REFUNDS

What is your return policy?

As of December 20th 2022, a fixed return fee of $4,95 (plus applicable taxes) will be deducted from the eligible refund amount.

If you regret your purchase, you can return the item(s) to us within 30 days of the order date. Items must be in their original condition - unworn and unwashed, with all hang-tags and labels attached.

Final Sale items will not be accepted for return, if returned it will not be refunded or sent back. The same goes for past due or defective items.

Due to hygienic reasons, all boxers, socks and fragrances are final sale.

We regret that it is not possible to exchange items purchased at JACK-JONES.CA. If you wish to exchange, you need to return the item(s) in their original condition for a refund and place a new order.

Shipping fees are non-refundable.

HOW TO RETURN AN ITEM :

Have your Order Number on hand. You can find your order number in your confirmation email or by logging into your JACK-JONES.CA account and checking your order history
Click HERE to start the return process.
After you’ve printed your label, drop your parcel off at any Canada Post location.

If you are returning a damaged item, please send 3 photos of the damaged item to canadasupport@bestseller.com before processing your return.

How long will it take to process my return?

The refund process may take up to 10 business days, from the receipt date at our distribution center, depending on the high volume of returns we receive.

You will receive an email confirmation once the refund has been processed.

Can I return my order to a Jack & Jones store?

Items purchased online can only be returned by mail using the prepaid Canada post label.

Can I do an exchange?

It is not possible to exchange items purchased at JACK-JONES.CA. If you wish to exchange, you need to return the item(s) for a refund and place a new order. All returns for refund must be in line with our Return Policy.

An item I purchased recently is now at a lower price. Can you apply the current promotion on it?

We offer a one-time price adjustment. This only applies on regular-priced items that are marked down within 14 days of your purchase. No adjustments are done for items already on sale.

If I missed a promotion, can I still benefit from it?

Unfortunately, sales are not applicable to previous purchases. The best way to never miss our sales is to sign up for our newsletter and stay on the lookout.

I received the wrong order, what should I do?

It may happen that an error occurs. Please contact our Customer Service @ canadasupport@bestseller for further assistance.

PRODUCTS

How do I pick the right size?

Just take a look at our size chart. You can see it on each product page, right under the different sizes to pick from.

What are the instructions to take great care of your products?

Care instructions vary by product. Currently available products contain overall guidelines in their descriptions, but for more detailed instructions, please read the label sewn in your garment carefully to ensure optimal use.

Do you offer warranties on your clothing?

No, we do not offer any warranties. However, please note that we offer free, easy returns for unwashed, unworn items with tags still attached within 30 days following delivery.

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