Returns and Exchanges
Thank you for shopping with JAX Mercantile! As a locally and family owned business, we strive to provide you with the best experience possible.
If you’re not 100% satisfied with your purchase, we ask that you please return or exchange your item(s) within thirty (30) days of the original purchase and that the merchandise is in new condition, with all of its original tags and packaging.
How will I receive my return?
All credit/debit card purchases will be credited to the original card. Merchandise that was purchased with cash will be issued store credit for the lowest selling price. Purchases made by check will not be refunded until ten (10) business days after the date of the original purchase.
How long will it take for me to receive my return for an online purchase?
Please allow up to fourteen (14) business days for your return to be received and processed. We will return your payment via credit/debit to the original card or issue a store credit after the merchandise has been accepted and condition of the item has been inspected.
Will you refund my shipping fees?
Delivery and shipping fees are non-refundable. We are not responsible for return shipping.
What happens if my returned item is lost or damaged in the mail?
We ask that you consider using a tracking number and secure packaging when returning your merchandise via mail. We are not responsible for items lost or damaged in the mailing process.
Can I make a return without a receipt?
Returns without a receipt require a valid photo ID and are limited to three (3) per year per customer. Merchandise returned without a receipt will be issued store credit for the lowest selling price.
What happens if I make a return with a gift receipt?
Store credit will be issued for items returned with a gift receipt.
What if I used my item and don’t want it anymore? Can I still return it?
All non-defective returns that are not in new and/or resellable condition may be subject to a restocking fee.
All prices are final at the time of purchase. Please understand, items sold online are not eligible for price adjustments.
We reserve the right to honor returns that are pre-approved before being shipped.
Items Not Eligible for Return
To ensure the quality and safety of certain products, the following items are not eligible to be returned or exchanged for any reason:
- Climbing Equipment
- Safety Helmets
- Fire Resistant Clothing and Accessories
- Animal Medications
- Products with a broken seal
- Perishable or items of Consumption
- Flotation Devices
- Intimate Garments
Please call 1-800-336-8314 to speak with our Customer Service team regarding specific questions about your return or exchange.
JAX Mercantile, Co. reserves the right to limit or decline returns or exchanges on a case-by-case basis.
Return or Exchange by Mail:
Returns are EASY!
- Locate your 5-digit order ID number. You will need this number for either a return or exchange.
- Call 1-800-336-8314, 7 days a week from 9 am-5 pm MST or email firstname.lastname@example.org with the subject: “Return: [Insert Your Order Number]” e.g. Return: 12345
- A Customer Service team member will happily walk you through the remaining steps for a reimbursement.
- For exchanges, place your new order immediately after requesting your return. This will ensure a faster delivery of your new item.