Shipping policy

Everything on this site ships within the United States only. We do not ship internationally.

Where your order comes from

Orders leave a warehouse in California or Nevada. Nothing is shipped from overseas, so there is no customs form, no import charge and no six-week wait.

Cost

Shipping is free on every order. There is no minimum and no exceptions. You never pay for delivery.

Processing time

Orders placed before 1pm ET on a business day are handed to the carrier the same day. Orders placed after that, or at a weekend or on a public holiday, go out on the next business day.

Delivery time

Typically 1 to 5 business days from despatch, depending on how far you are from the warehouse. These are estimates, not guarantees; once a parcel is with the carrier its progress is out of our hands.

Tracking

You get a tracking number by email the moment the label is created. If an order contains items held at two different warehouses it arrives in two parcels, each with its own tracking number. You are never charged twice.

Address errors

Please check your address at checkout. If you spot a mistake, email us straight away and we will correct it if the parcel has not yet left the warehouse. Once it has, we cannot reroute it.

Lost or delayed parcels

If tracking has not moved for 7 business days, write to us and we will open an investigation with the carrier. If a parcel is confirmed lost we replace it or refund it in full.

Taxes and duties

Any applicable sales tax is calculated at checkout and shown before you pay. As all orders ship domestically within the United States, there are no import duties.

Contact

Jack & Susy
support@jackandsusy.com