Order Cancellations or Modifications
Orders may be canceled or changed only up until the time they are processed and payment is finalized, and we are unable to accept order cancellations or changes after this time. The order confirmation page (a link to which is provided in your confirmation e-mail and order history) will inform you whether or not an order can be canceled and include a button to do so. We appreciate your understanding.
Coinbase Commerce (Bitcoin payments): To prevent fraud and abuse, orders paid via Bitcoin may not be canceled.
PayPal: Your shipping address cannot be changed after an order is placed. Please verify your shipping address is correct during the PayPal checkout process. We only ship to the address exactly as shown in the PayPal transaction. To change the address for a PayPal order, it must be canceled and placed again.
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).
Your return is covered if we receive your item within:
- 30 days past delivery
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 (below).
To be eligible for a return, items must be 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, sanitary goods, hazardous materials or flammable liquids or gases.
Additional non-returnable items:
- Gift baskets
- Gift cards
- Discounted open-box items
- Downloadable software products
- Health, personal, or consumable items
- Humidifiers (health 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 incorrect, 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 these attributes.
It is not required to insure return shipments, but recommended for valuable merchandise, as we are not responsible if we do not receive your return.
All returns must be authorized via our Return Center at http://returns.jt-home-away.com. We will promptly review each issue and reach out with any questions to help resolve it. Once your return item is received and examined, we will send you an email confirmation and provide next steps.
Returns must be received within 30 days of your order's delivery to be accepted.
Exchanges and Replacements
Exchanges or replacements both follow the same process as return items. Please select Exchange as your resolution method when using our Return Center.
Except in extraordinary cases, we require the original product prior to sending the 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, and may be invoiced prior to the exchange item being sent if a return label is provided.
Restocking fee (if applicable)
A 20% restocking fee may be assessed for any of the following circumstances:
- Any item which would require repackaging or rebranding.
- Items which exceed 24 inches in length, width, or height.
- Fountains or waterworks which are returned with water in basin, pump, tubing or other apparatus.
- Furniture items which have been assembled and/or returned hardware packaging (screws, bolts, etc.) that has been opened.
- Items which are not in an immediately resellable condition.
A restocking fee does not apply to incorrect, flawed/defective, or items damaged in transit.
Additionally, orders which are "returned-to-sender" not due to our error, may be charged a 20% restocking fee to help cover the original shipping and handling cost. This does not cover the cost of reshipment.
This policy helps keep our prices reasonable and allows us to continue to offer a free shipping option for all products. We appreciate your understanding.
Once a return item for refund has been received, we will issue a refund to your chosen method (original payment source or store credit voucher) within 48 hours. Customers opting for a store credit voucher will be issued a digital gift card. These gift cards do not expire or incur any fees. See Gift Cards, below.
It may take your financial institution several days to process a refund (sometimes longer for debit cards) after we submit it. Transactions which are still in a pending status may simply "fall off" and not show on your account. Please contact your financial institution for details.
Purchased gift cards and gift cards issued as store credit for a return or exchange never expire. Complimentary gift cards issued to improve the Customer experience are valid for six months from their issue date. There are never any fees associated with our gift cards. All gift cards are non-refundable.
Gift cards are accepted as payment for all items sold at JT Home & Away, and cannot be redeemed for cash, currency or other gift cards. Lost or stolen gift cards cannot be reissued. Any refund due that was originally paid by gift card must be returned to the same gift card or issued to a new gift card; it cannot be transferred to another payment method.
Gift cards are available in denominations of $10, $25, $50, and $100. For custom denominations up to $250 or for bulk or printed gift card orders, please contact us.
Once used, gift cards cannot be reloaded.
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. If your order has triggered a fraud warning, please reach out to us. You may be able to use a different method of payment for your purchase.
In rare cases, orders may require verification for security. We will contact you at the primary method of contact listed on the 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 follow up with any notices that shipping partners leave regarding undeliverable packages. To the best of our ability, we send courtesy e-mails and/or SMS messages for key events during transport. Customers are responsible for making arrangements with the shipping partner for re-delivery or pickup.
Items which are "returned to sender" due to being undeliverable at the address provided are not guaranteed to reach us 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
We send several tracking notifications of key events during transport to make tracking your package easy.
If you believe your package was stolen or misdelivered, we will file a report with your USPS Postal Inspector or shipping partner's Fraud, Loss, and Theft department for investigation and reship your item after these measures. If your item shows as delivered but wasn't, please contact us within the first 72 hours (3 days) of the delivery tracking scan to aid in locating your item.
We are not responsible for missing deliveries should the address provided to us on the order be incorrect. Please review your order for accuracy and inform us immediately of any errors or omissions.
To account for delays outside of our control, shipments which have not arrived after 14 days past the last day of the estimated delivery window will be reshipped. For example, if your item is shipped on May 1st, and is estimated to arrive within 5 to 10 days, we will reship your item after May 24th.
Updated 12/2/18: For brevity--No policy changes except restocking fee.