Email Customer Service

Where's my stuff?

To check the status of your order, go to your account and click on 'view order details' under the order number. When your order ships, we'll send a confirmation email that includes your tracking information. This tracking number will also be available in your account, so you can follow your order's progress all the way to your doorstep. Some shipping methods will even provide live updates to your order history, so be on the lookout!

Didn't answer your question? Try one of these:

  1. When will my order ship?
  2. What shipping services do you offer?
  3. Will I receive a tracking number?
  4. Why do some orders take longer to arrive than others?
  5. What is your International Shipping policy?

Please use the comment box below to submit any additional questions or concerns that you have and we will be happy to help.

Exchanges

If we have the item you need in stock, we would be more than happy to work something out for you! If you are in the U.S. please give us a call at 1.800.636.5225 or live chat from 9AM-9PM, EST Monday through Friday. We promise this will be easier and quicker if you give us a call rather than send an email. If you are shopping from outside of the U.S. you can find more information on returns by visiting our Return Policy or among our Frequently Asked Questions.

Please use the comment box below to submit any additional questions or concerns that you have and we will be happy to help.

Returns and Refunds

Our return policy varies depending on your country. You can find more information on our return options and which items are eligible for return by visiting our Return Policy or among our Frequently Asked Questions.

Didn't answer your question? Try one of these:

  1. How do I make a return?
  2. What's the status of my return?
  3. Do you cover return shipping?
  4. Why don't I see the item I want to return on my account's Returns page?
  5. How long does it take to see my return credit in my account?
  6. What is your return policy for orders shipped outside the US?

Please use the comment box below to submit any additional questions or concerns that you have and we will be happy to help.

Request to Modify or Cancel Order

If your order was placed in the past 30 minutes, and has not been sent to packaging, you might be able to modify or cancel your order directly from your JackThreads account. If your order is listed as "In Packaging" we may not be able to modify it, but one of our live agents will be happy to see what we can do. You can reach them via phone (U.S. 1-800-636-5225) or live chat from 9AM-9PM, EST Monday through Friday. Even if your order is too far along to make a change we still want to help in any way that we can. You can find additional information about order modifications among our Frequently Asked Questions.

Didn't answer your question? Try one of these:

  1. How do I cancel my order?
  2. How do I change my shipping address?
  3. Can I add an item to my order?
  4. If it's too late to modify my order, will I be able to return or exchange it?

Please use the comment box below to submit any additional questions or concerns that you have and we will be happy to help.

Problem with my order

If there has been any problem with your order, we are so sorry for any inconvenience that his has caused. As long as you contact us within 7 days after delivery or expected delivery, our team will make sure that the situation is resolved for you. You can reach them via phone (U.S. 1-800-636-5225) or live chat from 9AM-9PM, EST Monday through Friday.

If you received a damaged or incorrect item, please contact us as soon as possible so we can see if a replacement is possible. Emailing your order number, a brief explanation, and a picture of the item you received to service@jackthreads.com will help expedite a solution.

Didn't answer your question? Try one of these:

  1. Is your package being shipped back to our warehouse?
  2. You still haven't received your order after the tracking was updated to "Delivered"?

Please use the comment box below to submit any additional questions or concerns that you have and we will be happy to help.

Membership and Promos

We are grateful for your membership and happy to help you manage it. There are self-service options available on the web version of the site in your JackThreads account, and most of these options are also available from your mobile device as well.

  1. Can I get a coupon code or free shipping?
  2. How do I change my password?
  3. How do I unsubscribe from daily emails?

Please use the comment box below to submit any additional questions or concerns that you have about your account or specific promotions and we will be happy to help.

Other

Please use the comment box below to submit any additional questions or concerns that you have and we will be happy to help.

Feedback and Suggestions

We are genuinely eager to collect as much feedback as we can on your experience, so don't be surprised if we ask for it. Please use the comment box below to submit any opportunities, suggestions, feedback or ideas that you have and we will make sure that your thoughts are delivered to the appropriate members of our team.

Chat Live with Customer Service

If you have an issue or question that requires immediate assistance, you can click below to chat live with a customer service representative. Actual humans on this side of the world will be available Monday-Friday from 9am-9pm (EST) to provide the answers you seek. If it's outside this time block, drop us an email to the left and we'll respond within one business day.

Phone Jack

Would you rather hear directly from a customer service representative over the phone?

Our agents are available over the phone Monday-Friday, from 9am to 9pm (EST). If it's after hours, please feel free to leave us a voicemail to let us know what's going on. Our team will respond to your message on the following business day.

1.800.636.JACK 1.800.636.JACK