At Jacksons Empire, our biggest goal is to well serve our fabulous loyal members/customers. If you’re not completely satisfied with your order, we will do everything we can to try and make it better!
Please look over your order as soon as you get it in your hands. If you think that you’ve received a defective item, contact our customer service team within 3 business day of receipt of your order. If you were sent incorrect items or are missing items from your order, please contact our customer service team as soon as possible so we can get that mishap sorted out for you!
We know that ordering things online can be a gamble since you can’t touch the items or try anything on, and because of that we try our best to be very understanding we ask that you order a size bigger if you unsure of your shirt size because we will not accept any return due to you ordering the wrong size. Please make sure you order the size you want.
Here is a simple run-down of the rules and procedures for returns:
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at “Chat With us”. If your return is accepted, we’ll give you shipping instructions with RMA number on how and where to send your package.
You will have 7 (seven days)
to return a item with receipt and original packaging in the original condition remain
unwashed and unworn with all tags unremoved. You will be charged 20%
percent restocking fee and you are responsible for all shipping cost.
Items sent back to us without a RMA number and first requesting a return will not be accepted.
You can always contact us for any return question at “Chat with us”
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
****ALL Damaged Items will be
inspected and verified****
PROBLEMS OR QUESTIONS? If you
believe that you have received damaged or incorrect merchandise, or have any
question about your order, please contact our customer service as soon as
ALL SALE ARE NON-NEGOTIABLE
AND ALL SALE ARE FINAL.
EXCHANGES due to our limited quantities, we are unable to offer exchanges “NO EXCHANGES”
International Orders – Jacksons Empire is not responsible for any customs Duties or Taxes. We will not Mark Merchandise as Gifts or Under Value the price on the custom form. US and International government regulations prohibit such behavior.
As we stated import duties,taxes and charges are NOT INCLUDED in the item price or shipping charges. These charges are the buyer’s responsibility.
Please check with your country’s custom office to determine what these additional cost will be prior to bidding/ buying.
These charges are normally collected by the delivering freight (shipping) company or when you pick up the item up, do not confuse them for additional shipping charges. Jacksons Empire LLC is not responsible for any delay due to slow processing by mail carrier.
We don’t offer tracking for international orders once the packages leave United State it will not be tracked in some country systems. International orders can take between 1 and 6 weeks for delivery. Note, there is no tracking movement after the order leaves the US. International shipping normally takes 7-21 working days. In some cases where customs processing is slow, delivery can take up to 6 weeks.
YOU MUST READ THE POLICIES BEFORE ORDERING YOU WILL NOT BE REFUNDED OR REIMBURSED. WE CANNOT TRACK PACKAGES SHIPPED INTERNATIONALLY ONCE IT LEAVES THE USA, WE ARE NOT RESPONSIBLE FOR LOST OR STOLEN PACKAGES.
Return Policy/COVID-19 Update 8/15/2020
In order to protect our employees and our customers from any additional risk, we have made the decision to change our merchandise return policy.
We will not be accepting returns of any merchandise until further notice.
This policy is consistent at all our stores, as well as with all of our competitors. Once a product has left the store, we cannot accept it back and
give a refund.
INDIVIDUAL 85 YEARS AND OLDER
You are entitled to a 1% state sale tax reduction on items purchased for your personal use. You must ask for the reduction and present proof of your age at bottom of the screen “Chat with us”.
From our primary warehouse in Virginia, USA we are able to ship to
nearly any address in the world. For your convenience, we make a
limited selection of products available in are warehouses
located inside the U.S. please
select USD (United States Dollars) as your currency.
The cost of delivery calculated during checkout is based on weight of
the package and its destination. To determine the shipping options and
charges available for your order, simply proceed to our Secure Checkout
and enter a shipping address.
Please be aware that all orders shipping outside of the United States,
no matter which shipping
option is used, may be subject to additional duties, import taxes, or
brokerage or customs fees upon delivery. These fees are calculated by
your local government customs officials and we cannot estimate them
prior to shipment.
While we take steps to minimize or eliminate the cost of importing for
our customers, we are required by law to provide accurate information
to customs officials. Marking an order as a ‘Gift’ will not prevent
fees from being charged.
Delays in customs are becoming increasingly common. Final delivery may
take longer to some international destinations due to border
restrictions and potential holds at customs. Unfortunately, we cannot
control or prevent this type of delay. Please be sure to include a
local telephone number and email where you can be reached when placing
your order. We recommend checking with your local customs authorities
in advance of ordering to determine your country’s specific import
Why was my parcel was returned to you as “Undeliverable mail”
Please ensure your shipping address is correct. All packages returned to us deemed as undeliverable due to an incorrect address may be subject to additional fees.
Shipping costs for international orders vary based on content and the
destination country. To calculate your shipping charge, please add all
desired items to your shopping cart and proceed to checkout. You are
not required to enter any credit card information until after the
shipping method is selected.
Please note that weight, dimension, and size may affect the total
shipping cost on some items.
International orders ship via one of the following shipping methods*:
Please note, a tracking number is only available for International
International Standard orders are tendered to your local post office
for final delivery. Please contact customs or your local postal service
if your order is delayed, as it may have been held for inspection or
duties/taxes. This is applicable to all international shipping methods.
Due to international shipping laws/restrictions, we are not able to
ship lighters (other flammable items) and food products internationally.
We do not accept COD.
* The delivery time for each shipping method is estimated.