Thank you for shopping at JAX Outdoor Gear, Farm & Ranch. We look forward to serving you. Ordering with us is simple, but we have compiled a few questions and answers about ordering on our website.
Customer Support is available Monday - Friday from 9 AM to 5 PM MST. During these hours you can reach us at 1-800-336-8314. If you need assistance outside of those hours please send an email to email@example.com and we will get back to you as soon as we can.
JAX Web Support Team
Q: If I place an order, how long will it take until it ships?
A: Orders that are placed before noon MST on weekdays usually ship the same day. Delays occasionally happen, so please allow up to 48 hours for your order to ship.
PLEASE BE ADVISED: Orders placed after noon MST on Friday will not ship until Monday afternoon.
Q: How do I change or cancel my order?
A: If you would like to change or cancel your order during our customer support hours, please give us a call as soon as possible. We can be reached at 1-800-336-8314. Outside of customer support hours, please forward your confirmation email to firstname.lastname@example.org and we will make every effort to accommodate your request.
Q: A product on my order is out of stock. What does that mean?
A: While a rare occurrence, sometimes inventory levels on our website may vary from what we physically have in our inventory. We will contact you, via email, as soon as possible to inform you that a product you have ordered is out of stock. We apologize for any inconvenience this may cause.
Q: Why did my order not contain an invoice?
A: To conserve resources, we do not ship a paper invoice with our web orders. You will receive an order confirmation sent to your email address with the invoice information. If you require a PDF receipt for accounting purposes, please forward your confirmation email to email@example.com to request a digital invoice.
Q: Are all of the products you carry in-store also available on the website?
A: While we are constantly adding new products to our website, please visit one of our store locations for the best selection.
Q: I know I’ve bought a specific product from a JAX store in the past, so why can’t I find it on your website?
A: Unfortunately, not all of our products are listed on jaxgoods.com. We encourage you to request a product to be published to our website—all item requests for jaxgoods.com must be an item we carry and an item that is in-stock. To do this, please fill out our Item Request Form.
Q: Where is my order confirmation?
Your order confirmation is emailed to you after you place your order. We encourage you to check your Spam or Junk email boxes; in Gmail, check your "All Mail" folder. Many of our customers have discovered that emails from us are sometimes filtered out of your inbox and put into other folders.
PLEASE BE ADVISED: If you did not get to the “Thank you for your Order” page with your order number on it chances are the order was never placed. Please call 1-800-336-8314 or email firstname.lastname@example.org to verify. If your order was placed, we can resend your email confirmation.
Q: How can I return or exchange my items?
A: Returns are easy! Find the order confirmation email from email@example.com and reply to the sender. Change the subject line to: “Return Requested - JAX Goods Order (#_ _ _ _ _)” or “Exchange Requested - JAX Goods Order (#_ _ _ _ _)” (Note: this number will already be in the subject line for all web order notifications). Please visit our Return Policy page for more details.
Q: What methods of payment do you accept?
A: We accept payment with US credit cards: Visa, MasterCard, American Express or Discover cards, as well as US PayPal accounts. If you have a foreign PayPal account and want to ship to the US please call Customer Support at 1-800-336-8314 or email firstname.lastname@example.org so we can accommodate your request.
Q: Why is my card being declined?
A: Potential reasons your card may have been declined include:
- A typo on the cardholder's name/card number/expiration date/CVV code
- Billing address does not match your banks records
- Insufficient funds.
To protect your privacy, JAX is unable to see the reason why your card is declined. To find out specific details we recommend contacting your bank.
Q: How safe is my credit card information when I send it to you?
A: We utilize industry leading DSS PCI compliant card processing - the standard set by banks across the nation - to ensure your credit card information is private. For your safety, JAX will not retain your credit card number.
Q: Do you have any coupon codes I can use to get a discount on my order?
A: Join JAX Rewards and subscribe to our newsletter to stay up to date on special coupons, sales, and events in our stores and on our website.
Q: Why am I being charged Sales Tax?
A: We are required to collect sales tax on orders shipping to addresses in Colorado, Wyoming or Iowa.
Q: Can I redeem my JAX gift card on my web order?
A: Yes. However, to redeem a physical JAX gift card, please contact Customer Support at 1-800-336-8314 or email email@example.com You may also fill out the the “comments” field at checkout with the gift card number (found underneath the barcode) and the amount you would like to place on that card. Our team will be in contact with you shortly to confirm the request. If you do not hear from us within the next two business days, please give us a call or email so we can look into your order. To use a gift card after you have already placed an order, please reply to your confirmation email and change the subject field to “Redeem JAX Gift Card: Order #_ _ _ _ _” be sure to include the Gift card number and amount you would like to use in this email.
Q: Can I use my JAX eGift Card at your stores?
A: Yes. If you have an eGift card with a barcode on it, your cashier can scan either a physical or digital copy of that barcode at checkout. If your eGift card does not have a barcode on it, please print and present it to the cashier at any JAX store location.
Q: When will my refund be visible in my account?
A: When a refund is processed you will receive an email confirmation and a refund transaction ID. You can reach out to your bank with this ID to check on a pending refund. Please allow 2-5 business days for this transaction to clear for refunds to credit cards. PayPal payments can be received on the same day, but if linked to a credit card may have pending refunds with a similar time frame.
Q: Where is my order shipping from?
A: Your order will ship from one of our store locations in Colorado, Wyoming or Iowa based on inventory availability.
Q: What shipping service does JAX use?
A: Your order will be shipped with FedEx Home Delivery, if you choose “Standard Shipping.” Expedited shipping is also available and will ship via FedEx Express. If you have a PO Box shipping address we will use FedEx SmartPost which allows FedEx to deliver to USPS and USPS will deliver to your PO Box.
Q: How long will it take for my order to get to me?
Most orders shipped with “Standard Shipping” will arrive within 2-5 business days, depending on where you live and where your order shipped from. If you need to receive your items sooner, you can take advantage of FedEx Express 2 Day or Overnight shipping options.
PLEASE BE ADVISED: Orders sent to a PO Box will ship via FedEx SmartPost, thus increasing transit time. Additionally, we do not have the ability to send express packages (FedEx 2 Day or Fedex Overnight) to PO Box addresses.
Q: Do you ship to California?
A: No. Some products we carry can expose you to chemicals known to the State of California to cause cancer and/or birth defects or other reproductive harm. Please check the product label for warning information. We are currently unable to comply with the necessary documentation and therefore cannot ship to California. For more information go to P65Warnings.ca.gov.
Q: My shipping address is in Colorado or Wyoming and the website says I can only order for pick up, why is this?
A: Due to new sales tax rules in the state of Colorado and Wyoming, effective June 1, 2019, purchases made online will only be able to be shipped to addresses within JAX current tax jurisdictions in Cheyenne, Fort Collins, Loveland, Lafayette, and Broomfield, (learn more). Customers in the state of Colorado or Wyoming who do not have shipping addresses within these zip codes may still opt for in-store pickup at any JAX store location when making a purchase on the JAX website. Please see the In-Store Pick Up Q&A for more information on placing an order for pick up.
Q: Do you ship internationally?
A: No. At this time, we are unable to ship internationally. We apologize for any inconvenience this may have caused.
Q: Do you ship to APO/FPO addresses?
A: Yes. Please call Customer Support at 1-800-336-8314 so we accommodate this request.
Q: The box you shipped my purchase in looks like it was previously used. Why?
A: As part of our conservation efforts, sometimes we ship your purchases in a box that was previously used to ship products to our stores. If you feel the packaging does not meet your standards, please take a photo of the shipment and send it to firstname.lastname@example.org.
Q: I did not receive all the items in my order. Where is everything in my order?
A: We strive to provide the fastest service possible and to do so we may ship to you from multiple locations. Please check your confirmation email to view each item and corresponding tracking number. You will not be charged any additional shipping costs, but your packages may arrive at different times.
Q: Do you offer Free Shipping?
A: Currently we do not offer an everyday free shipping promotion. However, to stay up to date on all our current promotions, join JAX Rewards and subscribe to our newsletter.
In-Store Pick Up
Q: Can I pick up my order in your store?
A: Yes. Depending on store availability, you may be able to pick up your items at one of our store locations. If all the items in your cart are available at a specific JAX you will see this store on the Select Shipping page on the bottom left of the screen, under “Pick Up Availability.” However, if there are no options here it means we need to transfer some item(s) to allow in-store pick up on the website. If you are not in a rush to get your items, we can help with your transfer request. To get this started, please take a screenshot of your cart and send it to email@example.com.
Q: The item I want is not in stock at the location that is convenient for me, what options do I have?
A: Please choose the location on the Front Range that has your item in-stock and leave a “Comment” on the check out page indicating the location you would like to pick up from. Certain Items (heavy items like tractors and trailers) cannot usually be transported between stores.
Q: The only store where I can pick up my item is in Ames, IA, what can I do?
A: Unfortunately, we are unable to transfer items from our Ames store location to our stores in Colorado and Wyoming. As such, these items will need to be shipped to you. If you do not live in an area that we can ship to but would be able to pick the item up at a JAX store, you may enter the address of the store that is most convenient as your shipping address. In this case, you will be refunded a portion of your shipping costs as it is cheaper to ship to a business than a private residence.
Q: I am still unsure of something or did not find these answers helpful, who can I contact for more information?
A: Please reach out to Customer Support with any questions, comments or concerns. We are available by phone Monday - Friday from 9 AM - 5 PM MST by calling 1-800-336-8314 or by emailing firstname.lastname@example.org. (Please note Customer Support is closed on New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving Day, and Christmas Day)
Q: Does JAX offer a military discount?
A: Yes. JAX offers all military veterans and active military 5% off their in-store purchases with a valid ID. Gift cards, licenses, fuel are not eligible. Must be a member of JAX Rewards free program and provide either an email or a physical address.
Q: Can you mail me JAX stickers?
A: Yes! We love to send stickers to our customers! Please send us an email at email@example.com with your name and address.