SHIPPING AND RETURNS

SHIPPING AND RETURNS

 

Shipping

 

All orders placed through our website are fulfilled from our San Diego warehouse within 1-7 business days, excluding holidays.  A shipping confirmation email will be sent once your order is in transit.  If you do not receive a shipping confirmation within 2 weeks of placing your order, please contact us with your full name and order number at support@jaxkelly.com.

 

The above processing times do not account for transit times.  Once your order has shipped, transit times range between 3-10 days depending on your location and the shipping class you purchased.  International shipping will extend transit times. Once the carrier picks up an order, we are no longer in control of transit times.

 

If your order has not been shipped, it’s still possible that we can modify your address.  You can confirm this by emailing us at support@jaxkelly.com as soon as possible. If your order has already been shipped, then we can no longer make any address changes to your order.

Please note that if your order contains a wrong or incomplete address and gets returned to us by USPS, we charge a $5 fee to reship your package.

International shipping rates may not include fees, duties, or tariffs.  These costs are the customers responsibility.

 

Where is my package?

Due to higher than normally package volumes all carriers, including FedEx, USPS, and UPS, are experiencing package delays.

In rare cases packages may shows as delivered but have not arrived yet.  The most common reason for this is that the carrier has scanned your package as delivered but is still in transit.  This is outside of our control and is normally resolved within 3-5 days with the package being delivered without additional issue.  If you do not receive your package 3 days after it was marked as delivered, please reach out to us.

 

Please understand that we do not have additional information about the tracking of your order other than what has been provided by the carrier.

 

What is Route Shipping Protection?

JaxKelly is not responsible for lost, stolen, or damaged packages. Route Shipping Protection covers your order 100% if it gets lost, stolen, or damaged. You can choose to add it to your order at checkout.

How do I file a claim for my lost, stolen, or damaged package if I added Route Shipping Protection to my order?

Open your email from Route to find your Route Order ID and click here to file a claim.

 

 

Returns and Refunds

 

Each piece has been carefully inspected and packaged before it ships, but we know things can happen.  If you aren't completely satisfied with your order, please email us with your order number and full name at support@jaxkelly.com.

 

Due to the nature of our candle products, used candles cannot be returned or refunded. We will replace products that have been damaged in transit if photographic proof of damage is submitted within 5 days of delivery.

 

If you received the wrong product or are missing items from your order, please let us know within 5 days of your order being delivered.

 

Returns of unused and undamaged items can be refunded within 14 days of delivery.  Shipping costs are non-refundable.  Customers are responsible for return shipping costs.  Please contact us at support@jaxkelly.com for further details.

 

We do not accept exchanges or returns on gift cards or final sale items.  All final sale products are clearly labeled in the product page. Please review all product information and select your items with care before making your purchase.  JaxKelly reserves the right to refuse returns that are damaged or show signs of wear.

We do not accept returns or exchanges from third party vendors.