Thank you for choosing to shop at JAX Mercantile. We are looking forward to serving you and your needs. Ordering with us is simple, but we have compiled a few questions we have received about ordering on our website.
Q: If I place an order, how long will it take until it ships?
A: Orders that are placed before noon 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 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, please give us a call at 1-800-336-8314 as soon as possible. We will make every effort to accommodate your request.
Q: A product on my order is not available. 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 e-mail, 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: We do our best to help with conservation efforts, and one way we assist with these efforts is by going paperless. You should receive an order confimation sent to your email address, which will act as an invoice. If you do request an additional invoice, please call us at 800-336-8314 and we can email you another copy.
Q: I saw a product in one of your stores, but can't find it on your website? How can you help me out?
A: Some products offered in our stores are not available for sale online because of manufacturer agreements, or the item requires special handling that would make selling the item online cost prohibitive. We apologize for any inconvenience this may cause, and look forward to serving you at one of our stores.
Q: Where is my order confirmation?
A: Your order confirmation is emailed to you after you place your order. In the event that our software requires further verification from us, this order confirmation may be delayed 1 to 2 business days. 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.
Q: How can I return or exchange my items?
A: Please visit our Return Policy page for details.
Q: What methods of payment do you accept?
A: We accept payment with your Visa, MasterCard, American Express or Discover cards, as well as PayPal.
Q: Why is my card being declined?
A: Your card may not go though because of (1) a typo on the cardholder's name/card number/expiration date/CCV code (2) Billing address does not match your banks records (3) insufficient funds. To protect your privacy, no employee at JAX Mercantile is able to give you a reason why your card is declined.
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, a JAX employee will never see your credit card number.
Q: Do you have any coupon codes I can use to get a discount on my order?
A: We sometimes offer special coupons to our customers who subscribe to our Friends of JAX email newsletters. Subscribe to our newsletter for special coupons and great offers 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 or Iowa.
Q: Can I use my JAX gift card on your website?
A: Yes, you can use your JAX gift card on our website. Give us a call at 1-800-336-8314 from 9 am to 5 pm Monday - Sunday, and one of our JAX associates will help you with completing your order.
Q: Can I use my JAX eGift Card at your stores?
A: Yes. Please print out the 12 digit alpha-numeric code (Usually formatted XXX-XXX-XXX-XXX) and present it to your cashier at your JAX location.
Q: Where is my order shipping from?
A: Your order may ship from one of our store locations in Colorado or Iowa. Where your order ships from will vary based on the inventory on hand at our stores.
Q: How long will it take for my order to get to me?
Most orders will arrive within 2-5 business days, depending on where you live and where your order shipped. If you need to receive your goods urgently, you can take advantage of our expedited or overnight shipping options.
PLEASE BE ADVISED: Orders sent to a PO Box will ship via FedEx SmartPost, thus increasing transit time. We do not have the ability to send express packages (FedEx 2 Day or Fedex Overnight) to PO Box addresses.
Q: Do you ship internationally?
A: 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 we do. Please expect a longer delivery time for processing at the Army/Frieght Post Office. Due to restrictions set by the Department of Defense, some items can not be shipped to these addresses. We will inform you of these restrictions and will help make other arrangements for delivery if you wish.
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 info@JAXgoods.com.
Q: I ordered more items. Where is everything in my order?
A: We want to provide the best, fastest service possible, and we may ship to you from multiple locations. Each package will have its own tracking number, and we will be send this information to you via email when the package(s) are shipped. You will not be charged any additional shipping costs, but your packages may arrive at different times.
Q: What is “Fixed Shipping?"
A: Some items are shipped to you via Fixed Shipping because of weight or special handling required to ship them. These items ship via ground carriers.
Q: Can I pick up my order in your store?
A: At this time, we do not offer in-store pickup. We are working hard to offer this service in the future.
Q: I have a question not answered here. How can I talk to someone?
A: A friendly JAX associate is available Monday-Sunday from 9 am to 5 pm Mountain Time to answer your questions. Call us at 1-800-336-8314 or email info@JAXgoods.com. (Please note our Internet Sales Support Center is closed on New Years’ Day, Memorial Day, 4th of July, Labor Day, Thanksgiving Day, and Christmas Day)
Q: Can I have some stickers?
A: Yes! We would love to send stickers to our customers! Please send us an email at info@JAXgoods.com with your name and address. We will ship a couple of JAX stickers to you - we only ask you share your adventures with us!
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.