Frequently Asked Questions

MY ORDER

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. We cannot guarantee that your order will be cancelled.

Can you change my order?

Unfortunately, we cannot add or change the item(s) to an order once 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.

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.

I've received my order and some items are missing?

If one or more items that you ordered are not available at time of shipment, these items will not be listed in your shipment confirmation email. You will not be receiving these items in a subsequent shipment. Note that you will only be charged for items that ship.

Why was my order cancelled?

Please note that your order was automatically cancelled by our fraud prevention software. This is not something that can be manually modified.

If you would like to place a new order, please observe the following guidelines:

Do not use a newly created email address
Avoid using proxy connection (VPN)
Verify your billing address from your credit card company
Ship and bill to same address
Do not ship to freight forwarding services

If the order is declined after respecting these, we truly apologize for the inconvenience. You may want to try asking a friend or a family member to place to order for you.

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

Please contact our customer service team 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 close up on the defect. You can attach these pictures directly in your e-mail.

PAYMENT

Can I modify my method of payment?

Unfortunately, once your order has been placed, it’s impossible to change your method of payment.

Do you refund orders for expired, lost, or stolen credit cards?

Due to our financial institution’s new requirements, we cannot process refunds for credit cards that have been marked as expired, lost, or stolen.

However, in this situation, we can process a wire transfer or issue a cheque, which may take 4-6 weeks. Please contact our customer service for any questions.

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, socks, lingerie or perfume, 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 is a payment authorization?

A payment authorization is a pre-authorized amount. It simply ensures us that the funds are available in your account before proceeding with your order.

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 cancelled?

Your order was automatically cancelled by our fraud prevention software. This is not something that can be manually modified.

To place a new order, please follow these guidelines:

Do not use a newly created email address
Avoid using proxy connections (VPN)
Verify your billing address from your credit card company
Ship and bill to same address
Do not ship to freight forwarding services

If your order is still declined after respecting these, we truly apologize for the inconvenience. We suggest you ask a friend or family member to place an order for you.

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

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).

Can I get my order delivered to a store?

We do not offer to ship to stores. We offer delivery to any home, office or PO Box address in Canada.

Can you deliver to my post office?

We can not ship directly ship to your post office.

Do you offer pick up in-store for online orders?

We do not currently offer pick-up in store for online orders. We offer delivery to any home, office or PO Box address in Canada.

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 can I track my order?

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

How do you ship to Canada?

We ship using Canada Post Standard Expedited, Rivo 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, Rivo and Purolator delivery, which may be affected by unforeseen delays such as inclement weather.

How long does it take for my order to get shipped?

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

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.

How much is the shipping charge?

My package was damaged

If the package sustained any damages during transit, please take pictures of the damage and contact our customer service team for assistance.

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

Please contact us. We will gladly investigate the situation.

When will I get missing items from my order?

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.

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.

Are the shipping fees refundable?

Shipping fees are NOT refundable.

RETURNS AND REFUNDS

How do I get a return label?

To get a return label, visit the link here to start the return process: http://www.jack-jones.ca/returns

Can I bring my return to your head office/distribution centre myself?

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.

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.

I received the wrong order, what should I do?

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

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 on the following link to start the return process: www.jack-jones.ca/returns
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.

The boxers don't fit, can I return them?

Boxers are non-returnable in accordance with health regulations. Please note that any returned underwear will not be refunded or sent back to you.

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.

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 service for any other issues or concerns. They will help you with your situation.

What should I do if my coupon code does not work?

For any issue of the sort, please contact our customer service. 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. Offer can’t be combined with employee discount. Offer 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. Available while supplies last.

PRODUCTS

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.

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.

What should I do if the colour of the item I received is different from the online photos.

As per our Terms and Conditions “The Company attempts to be as accurate as possible in describing all products available for sale and/or distribution by the Company. However, the Company does not warrant that Product descriptions or other content of this Site are accurate, complete, reliable, current or error-free. Ex: Jeans.”

Contact Customer Service or return for a refund (if item not on Final sale).

Where can I find a fit guide or size chart?

We do have a size guide. You can see it on each product page, right under the different sizes to pick from.

Why can’t I seem to find an item I saw on the European website on your website?

Most collections are specific to the country they are sold in. When shopping online, ensure to select your country to reflect the collections available to you.

Why does an item that was out of stock at the time I placed my order still appear on your website?

If you tried to order an item but were informed it was out of stock, it means the product was out of stock at the moment your order was being packed and shipped.

However, it's possible that we have since received one or more returned items.

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