CUSTOMER SERVICE

How Do I Reach Customer Service?

Customer service can be reached anytime via email at service@jackthreads.com.  We also offer live chat Monday - Friday from 9am - 5pm EST.  


What If I Need to Modify or Cancel an Order

Most orders, once placed, don’t have the ability to be modified or canceled.  If you’re within an hour of placing your order, please reach out to service@jackthreads.com or try our chat feature if you’re within our available hours of 9am - 5pm EST, and we’ll do our best to accommodate



RETURNS/EXCHANGES

What Is Your Return Policy?

We're happy to accept returns on unworn items in their original condition (unwashed, tags attached, and shoes must be in shoe boxes) within 30 days of the ship date. Mail-in returns have a $7 shipping label fee, which is waived if you opt for a store credit refund. At this time, we accept mail in returns only.  Please note some items such as swimwear, underwear, socks, and final sale items cannot be returned or exchanged.  Shipping fees are not included in the refunded amount.  

To start a return, reach out to service@jackthreads.com or try our chat feature if you’re within our available hours of 9am - 5pm EST, and we will assist you


What Items are Eligible For Returns?

Any unworn items in their original condition (unwashed, tags attached, and shoes must be in shoe boxes).  Please note some items such as swimwear, underwear, socks, and final sale items cannot be returned or exchanged.  Items ineligible for returns will have this noted on the product page


Exchanges

Jackthreads will accommodate an exchange, if we have the desired inventory available. If you wish to exchange an item, please reach out via chat, or email at service@jackthreads.com to get started.  Make sure to send back any items you’re returning within 30 days to avoid being charged. Your exchange order will be processed immediately so you can get your new items ASAP!

 

When Will I Get My Refund?

Return processing takes one to two weeks to arrive at the warehouse and can take up to three weeks from the date received to be processed. We'll send an email once your refund has been fully processed. If you haven’t heard from us, please reach out to service@jackthreads.com or try our chat feature if you’re within our available hours of 9am - 5pm EST, and we will assist youIf our return policy window passes while your return is in transit, your refund will still be issued once the warehouse inspects it.


PAYMENTS

Will I Have to Pay Sales Tax?

We are required to collect sales tax in certain states.. The tax rate applied to your order will generally be the combined state and local rate for the address to which your order is shipped. We are required to collect tax on shipping charges when applicable.  Sales tax will be calculated and added to your order total in the event your state requires us to collect sales tax. 


What Payment Methods Do You Accept?

We accept Visa, Mastercard, American Express, Discover, Diners Club, Shop Pay,  Apple Pay, Meta Pay, and Google Pay.


SHIPPING

Do You Offer International Shipping?

We do not ship internationally at this time


What Shipping Methods Are You Offering?

We currently use USPS,  UPS, and DHL.  Please note, certain items are not eligible to be shipped to P.O. Boxes.  This restriction will be listed on the product page


Why Does it Take Two or More Weeks for My Order To Ship?

While most of our orders will ship immediately from our warehouse,  we also leverage a network of suppliers who manufacture on demand.  For anyone ordering product manufactured on demand,  the shipping window may be extended and product may not be received for up to two weeks.  Expected ship times are listed on all product pages and we do our best to hit these targets.  


We also work with certain vendors on consignment, where we’re selling inventory before actually taking ownership.  In this instance a sale may run for 24-48 hours, and the order will be placed with the vendor once the sale ends.  Items falling under this category may take longer to ship.  Expected ship times are listed on all product pages and we do our best to hit these targets.  


When Will My Order Ship?

Expected ship times are listed on all product pages and we do our best to hit these targets. You will also receive an automated email with tracking, once your order ships.  If you don’t hear from us please reach out to service@jackthreads.com or try our chat feature if you’re within our available hours of 9am - 5pm EST, and we will assist you


How Do I Check Order Status?

Order status can be checked online in your Account section.  Simply login to your account, and check the Order Status link.  If you have questions or concerns please reach out to service@jackthreads.com or try our chat feature if you’re within our available hours of 9am - 5pm EST, and we will assist you


Where Does My Order Ship From?

Most orders will ship from our distribution center in Columbus, OH.  In some instances orders will be shipped directly to you from our partner facilities. 


Where is My Order and How Can I Track It?

Order status and tracking can be checked online in your Account section.  Simply login to your account, and check the Order Status link.  If you have questions or concerns please reach out to service@jackthreads.com or try our chat feature if you’re within our available hours of 9am - 5pm EST, and we will assist you


MERCHANDISE

An Item I Want is Sold Out,  When Will it Return?

Sold items are not guaranteed to return to the site.  We often aren’t able to restock items as we’re selling items from brand partners who don’t offer restocks.  In some instances we’ll restock product on our site, however you’ll have to check back to keep tabs on it.   Feel free to reach out to service@jackthreads.com or try our chat feature if you’re within our available hours of 9am - 5pm EST, and we will let you know if a product is likely to be restocked