Our policy covers you for:
- Clothing: 7 days past delivery
- General Merchandise: 14 days past delivery
Our satisfaction guarantee covers every purchase. If you are unhappy with your item during this period, please contact us and provide us with as much detail as you can (pictures showing your problem are always helpful).
We take every customer issue seriously and want you to be satisfied. We will work to find an agreeable solution to replace your item, or we will refund your purchase following our return and refund policy.
Order Cancellations or Modifications
If you feel the need to cancel or modify your order, your order confirmation page includes a "Cancel Order" button. You can access this page from your confirmation e-mail. By using this button, your order will be automatically canceled and refunded, and you will receive a confirmation e-mail for your records.
Orders may be canceled or changed only up until the time they are processed, and we are unable to accept order cancellations or changes after this time. The order confirmation page will inform you whether or not an order can be canceled. We appreciate your understanding.
Coinbase Commerce (Bitcoin payments): To prevent fraud and abuse, orders paid via Bitcoin may not be canceled.
To be eligible for a return, your item must be reasonably unused and in the same condition that you received it. Clothing must be unworn and still have tags attached. All items must be with the original packaging, if applicable, and with any accessories or literature that were included. Should you find an item flawed, defective, or damaged in transit simply return it to its packaging and contact us via the Return Center.
Several types of goods are exempt from being returned. Any type of perishable goods such as food or flowers cannot be returned. We also do not accept returns of products that are intimate in nature or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift baskets
- Gift cards
- Lingerie or underwear
- Downloadable software products
- Health, personal, or consumable items
- Humidifiers which have been used or filled with water (mold safety)
Please do not send your purchase back to the manufacturer or to the return address on the package! Contact us first, we will provide you a return address.
Return shipping costs are paid by the customer, except in the cases of flawed, defective, or items damaged in transit for which a prepaid return shipping label will be provided. Items listed as having a worn, weathered, or distressed style do not classify as flawed or defective based on this alone. For all other returns, you may purchase a shipping label from the courier of your choice, as long as it is trackable. Our Return Center will guide you and provide you a return address once submitted.
Returns should be initiated via our Return Center at http://returns.jt-home-away.com. We will promptly review your issue and reach out to you with any questions to help us resolve it. Once your return item is received and examined, we will send you an email to notify you that we have received it and provide next steps.
Restocking fee (if applicable)
A 20% restocking fee may be assessed for any item which would require repackaging, rebranding, exceeds 24 inches in length, width, or height, and items which are not in an immediately resellable condition. This does not apply to flawed, defective, or items damaged in transit.
Once your return has been approved and item received, or any time our support staff has deemed it appropriate, we will issue a refund to your chosen method (original payment source or store credit voucher) within 48 hours. If your return is an item for exchange, you will receive a new order number for your exchange item.
Please keep in mind, it may take your financial institution several days to process a refund (sometimes longer for debit cards). Transactions which are still in a pending status may simply "fall off" and not show on your account; other times a credit may appear for the account. This is up to your financial institution, and we do not have any control over the speed or internal workings of a refund. We recommend contacting your financial institution with those questions.
Exchanges and Replacements
Exchanges or replacements follow the same process as return items. Please select Exchange as your resolution method when using our Return Center. Our customer support staff will reach out to you with any questions in order to ensure your exchange is correct.
If an exchange is initiated, we do require the original product prior to sending your new item. We are unable to cross ship items at this time. Depending on your location, the time it may take for your exchanged product to reach you may vary.
Except in the cases of incorrect, flawed, defective, or items damaged in transit, return shipping costs for exchanges are paid by the customer. If a prepaid shipping label is provided, the return shipping cost will be invoiced and must be received prior to the exchange item being sent. We appreciate your understanding.
For your protection and ours, we employ fraud prevention and screening services for every transaction. This screening step is typically instantaneous, unless manual verification is required. We reserve the right to cancel any order that fails this security screening or appears to be using a stolen credit card. Orders flagged as high risk may be automatically canceled. If you have been notified that your order was canceled for fraud prevention, please feel free to contact us for more information. You may be able to use a different method of payment for your purchase.
In rare cases, orders may pass screening but it may be necessary to verify a transaction. We will contact you at the primary method of contact listed on your order. A prompt response will ensure your order is processed with minimal delay.
A Note About Shipping Times
Our unique products may be shipped direct by a variety of suppliers or manufacturers located around the world. We post an estimated delivery window and rolling shipping statistics for each product, and most of our shipments either exceed or fall within this window.
Occasionally items may arrive sooner or later than the posted estimate. Should you have any concerns about your order or shipment, please first check the online tracking of your order, then contact us by e-mail with any further questions.
We are unable to offer refunds or cancellations due to unforeseen transit delays except as provided in Items Not Received, below.
Please be sure to follow up with any notices that USPS or shipping partners leave regarding packages that were not deliverable for any reason. We send several courtesy e-mails or SMS messages during transit and when a package is pending redelivery or pickup to the best of our tracking ability. Customers are responsible for making arrangements with the shipping partner for redelivery or pickup.
Items which are returned to sender due to being undeliverable at the address provided are not guaranteed nor insured for delivery. Should an item be returned to our location or one of our shipping or manufacturing partners, it will be refunded (less a 20% restocking fee) or reshipped at the customer's expense. We are not responsible for returned items under these circumstances and a refund or reshipment is not guaranteed.
Items Not Received
Please be aware of your package tracking as it gets close to delivery. We send several tracking notifications at key phases of transport to make this easy, and we also monitor shipments to ensure they are delivered. If your item shows as delivered but wasn't, please contact us within the first 72 hours (3 days) of the delivery tracking scan. If you believe your package was stolen or misdelivered, we will file a report with your local postal inspector and reship your item after 4 to 7 days.
We do not guarantee a reshipment or refund for items reported as not received more than 72 hours past the delivery scan.
Shipments with a tracking lapse of 30 days or more are considered lost in transit and will be reshipped. Should both items arrive within 60 days of reshipment, customers may purchase the additional item or agree to return it to us using a prepaid shipping label.
Updated 8/15/2018: Undeliverable Packages, Items Not Received, Returns