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Shipping + Returns

Shipping, Returns & Exchanges

Shipping to the U.S. & Canada
Do you ship internationally?
Do you ship to P.O. boxes?
When will my order ship?
I’d like to order a customized piece. How do I go about it & when will I receive it?
I'm having problems with tracking my order.
How can I edit my shipping address?
Who is liable for the jewelry when shipping?
Returns & Exchanges from the U.S. & Canada
Can I return anything?
What should I do if I receive the wrong product?
How long will it take to get refunded?
Can I return a gift?
What is your return policy for international customers?

Shipping to the U.S. & Canada

Standard shipping is free when you spend $100 or more before taxes.

  • Showroom pickup (Montreal, QC, schedule a pickup time): Free
  • Same day messenger (Montreal, QC, if orders placed before 12pm EST): $10
  • Standard (5-10 business days): $20
  • Second day (2-3 business days): $40
  • Overnight (next business day): $60

Shipping time frame includes the processing time of your order. Please note, the fees mentioned above are for the continental U.S. and Canadian provinces. *If shipping to Hawaii, Alaska, Puerto Rico, and remote areas in Canada we ask that you contact us at 1-888-341-2604 or email us at info@jacandjojewelry.com  for a shipping quote.

Do you ship internationally?

We do! A flat shipping rate of $100 USD is applied for all international orders. Packages are shipped using a FedEx standard international service (8-10 business days).

Please note that customers are responsible for all import duties and taxes that may be imposed by local governments. These fees must be paid to release your order from customs upon arrival. We are unable to provide information regarding custom charges and kindly suggest that further inquiries concerning the matter be directed towards a local postal service.

Do you ship to P.O. boxes?

We do not currently allow shipments to P.O. boxes. Billing addresses may contain P.O. boxes. We do not allow shipments to freight forwarding address locations.

When will my order ship?

Once your order is placed, we will contact you with the estimated arrival date of your piece. Our headquarters operate between 9:00 AM and 5:00 PM (EST), Monday through Friday. All orders placed after 1:00 PM (EST) or outside of these hours will begin processing the following business day. If you need something by a specific date, confirm shipping times with us before purchasing by calling 1-888-341-2604 or emailing info@jacandjojewelry.com.

In order to offer a broad selection of jewelry on our website, we do not stock all pieces, and some special pieces are made-to-order. This means that these items are handmade after you place your order which can take up to a week. Once in house, processing takes 1 to 2 business days. Then FedEx takes it from there. You’ll get a shipment notification email with a tracking number from us as soon as your package ships.

I’d like to order a customized piece. How do I go about it & when will I receive it?

Have an idea? Reach out to us and we can make it happen! Items that are customized or backordered may take up to 4-8 weeks to ship.  We will contact you with the expected arrival date within two business days of ordering this item. You will have the option of canceling the order at this time.

I'm having problems with tracking my order.

FedEx may take 1-2 business days to register your shipment status. If your tracking number isn’t updating or working at all, please reach out to us as soon as you can via info@jacandjojewelry.com. We’ll help you sort it out.

How can I edit my shipping address?

If your order is shipping to an incorrect address, please email info@jacandjojewelry.com as soon as possible.

Who is liable for the jewelry when shipping?

We fully insure your order all the way to you, which means your shipment is risk-free in transit.

For added security, we require a signature for all orders over $800 USD. We ask that you ensure your presence at the expected time of your package’s arrival. If you choose to waive this, please note that we are not responsible for any lost items.

Returns & Exchanges from the U.S. & Canada

  • Within 14 days of receipt: Exchange, merchandise credit or refund
  • Within 30 days of receipt: Exchange or merchandise credit

We guarantee your total satisfaction with our jewelry. That’s why we give you 30 days to fall in love. If you decide the piece is not right for you, please reach out and we will help you.

Can I return anything?

To be eligible for a return, exchange or merchandise credit, the piece must be unworn and sent back in its original packaging with proof of purchase.

            Exclusions

  • Flash sale items: Any item purchased at a discount of 25% or greater will be considered final sale
  • Personalized jewelry: All initial jewelry, jewelry containing numbers, monogrammed and engraved items.
  • Custom orders: Any jewelry piece we do not carry on our site
  • Specialized orders: If we order a piece in a gold color, custom chain length, or ring size that we do not carry on our site

Orders that are returned to us past the 30 days of receipt will be denied. We reserve the right to reject a refund, exchange or merchandise credit if we deem the condition of the piece unacceptable.

Email us at info@jacandjojewelry.com to initiate your return, exchange or store credit and we will send you a shipping label. Please note that a return-shipping fee (in the amount of $10) will be deducted from the refund or credit. Any original shipping charges are not refunded. Alternatively, if you’re in Montreal, Canada, you may bring the item back to our showroom. Call us at 514-341-2604 or send us an email to schedule a time to drop by.

What should I do if I receive the wrong product?

We’re sorry! If you receive an item that is not what you ordered, defective or damaged, please contact us within 14 days of receiving the order. We will rectify the situation at no cost to you. Exclusions may apply.

How long will it take to get refunded?

After you have shipped back your return, please allow 1-2 weeks for its processing. All refunds will be issued to the original form of payment, once our team has assessed the piece.

Can I return a gift?

If you received a Jac+Jo item as a gift (purchased within 30 days) and wish to return it, reach out to us to initiate the return process! A prepaid label will be emailed to you (a return shipping fee of $10 applies). Once we receive your item, we'll email you your refund in the form of merchandise credit for the full purchase price, less the return shipping fee.

What is your return policy for international customers?

Orders purchased by customers who live overseas are considered final sale. We’re so sorry we can’t accept returns from our international customers. We are doing our best to make this happen.