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Customer Service

At JACO we are committed to providing you with a world class customer experience. If you ever experience a problem with our website, the ordering/shipping process, or with our products, we encourage you to let us know about it. This will give us the opportunity to not only make things right with you, but also to continue improving our products and service.

FAQs

General

When I place an order with you, is my information safe?

Absolutely, We take the security of your personal information and credit card number very seriously. All login and checkout pages are secured with the highest level of encryption available, which means your private information stays private. In addition, we never retain your full credit card card number, only the last four digits for reference.

I never received an order confirmation email, where is it?

Sometimes emails to our customers get inadvertently routed to their spam folder, or blocked all together by their Internet Service Provider. However, if you have an account with us you can access your order history by logging into your account and clicking the "My Orders" link from your Account Dashboard. From here you can view or print your order details. If you do not have an account, or need further assistance with your order, please contact us. When contacting us, please provide the full name and email address used to place the order, so that we may retrieve your order information.

Where can I find sizing information?

Size charts are available for most products on the product details page. If the product you are interested in has a size chart, there will be a tab link to it next to the "Details" and "Additional Information" tabs. If the item you are interested in does not have a size chart, or you would like further assistance determining the correct size, contact us.

Do you charge sales tax?

We have a physical presence in both California and Florida, and are therefore required to charge sales tax for orders shipping to those states. No sales tax will be charged on orders shipping to the other 48 states.

I have JACO store credit, how do I use it?

Store credit is treated as a payment method and can be applied to your order during the checkout process. When you reach the "Payment Information" section of the checkout process, simply check the box next to your store credit amount. If your available store credit is insufficient to cover the order total, you can use a credit card to cover the remaining amount.

I have JACO store credit, how do I check the balance?

You can check the balance of your store credit, as well as usage history, by logging into your account and clicking the "Store Credit" link from your Account Dashboard.

I forgot my password, what should I do?

Our wesite has a password reset tool, which will reset your password to a randomly generated one, and email it to you. If the website does not recognize your email address, or you do not receive the password reset email, please contact us with the full name and email address on the account.

Does Jaco offer athlete sponsorships?

Yes, we are looking for athletes to represent JACO and all that we stand for. We welcome athletes of all types; whether your train for CrossFit, Brazilian Jiu Jitzu, football, yoga, or slacklining, the important thing is that you Hybrid TRAIN. JACO is adapting and changing its sponsorship programs and will soon be announcing our new athlete programs.

Shipping

When will my order ship?

Orders placed before 3:00 p.m. EST (Monday - Friday) usually ship the same day. Orders not shipped the same day will ship the following business day. Orders placed on Saturdays and Sundays will ship the following Monday. Orders placed on Federal Holidays, regardless of day or time, will be shipped on the following business day.

Will I receive a tracking number?

Yes, tracking numbers are typically updated and emailed in the evening on the day your order is shipped. For customers with an account, you may also access available shipment and tracking information by logging into your account and clicking on the "My Orders" link from your Account Dashboard.

I never received a tracking number, where is it?

Sometimes emails to our customers get inadvertently routed to their spam folder, or blocked all together by their Internet Service Provider. However, if you have an account with us you can access available shipment and tracking information by logging into your account and clicking the "My Orders" link from your Account Dashboard. If no information is available there, or you do not have an account, please contact us. Please also refer to the first Shipping FAQ - When will my order ship?

How much does shipping cost?

We offer $4.99 flat rate FedEx Ground shipping within the continental United States. All other pricing will vary depending on destination and weight. You can estimate these rates prior to starting the check out process by using our Shipping and Tax Estimator on the "My Shopping Cart" page (you must have items in your cart).

Do you ship to APO/FPO addresses?

Yes, however you will have to choose a USPS shipping option, as FedEx will not deliver to APO/FPO address. Please also see our shipping policies page for more information on shipping to APO/FPO addresses.

Do you ship to P.O. Box addresses?

Yes, however you will have to choose a USPS shipping option, as FedEx will not deliver to PO Boxes. If you prefer to use a FedEx option, please use your standard, physical shipping address.

Do you ship internationally?

At this time, we can only ship within The United States, U.S. Territories, and Canada. If you live in another country, please consider checking one of our distributors via the "change region" link at the top of the page.

Returns

What is your return policy?

You can return your purchase up to 30 days from the purchase date. Once your return is received and inspected by our fulfillment center (usually within 72 hours of receipt), your refund will be processed and a credit will be automatically applied to your credit card within 7 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account. Please also see our Return Policy page for additional information.

Will I have to pay for the return shipping?

Nope, we are committed to providing you with a positive shopping experience, and we realize it's disappointing when you have to send something back, so we'll cover the return shipping.

What if I want to return a JACO product that was purchased from a retailer other than JacoClothing.com?

Unfortunately we are not able to accept returns on JACO merchandise purchased from other retailers. Please contact the retailer directly for their return policies.

How long will it take for me to get my refund?

Once your return is received and inspected by our fulfillment center (usually within 72 hours of receipt), your refund will be processed and a credit will be automatically applied to your credit card within 7 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.