TryOuts

General

Most Frequently Asked

Managing Your Account

Shipping

Changing Your Order

International Shipping

Payment Information

Credits

Returns

Contact


TryOuts

What is TryOuts?

TryOuts is the new way to shop JackThreads. You get to try on merchandise — making sure that it fits, looks good on you, and that you want to keep it — before paying for it. Browse our site or app and choose items you’re interested in seeing in real life. We’ll ship everything to you for free. While we keep your billing info on hand, you pay $0 for the items you choose to try. You’ll have a week to try everything on. After your weeklong TryOut period, ship back what you don’t want and we only bill you for what you’ve kept. It’s our way of bringing the fitting room to you. 

Just as important, we’ve made sending back anything you’re not keeping very, very easy. Included in your TryOut is a prepaid return shipping label, tape to reseal the box, and a spare shipping bag — everything you need to send things back. It’s free to try, so you’re encouraged to order more than you normally would and expect to send some things back. Go nuts! 

What’s so great about TryOuts?

It’s everything great about online shopping, with the added perk of being able to try stuff on like you’re in a physical store.

Free shipping both ways — always.

Paying $0 at checkout, no matter how much you try, means that you can order more than you normally would, and even things you don’t think you’ll keep, just to see how it looks on you.

You can try things on with stuff you already own to see how it all works together.

We designed the easiest, most effortless return experience ever. You’ve got to see it for yourself. 

 

Am I really paying $0 at checkout?

Yes. Stores don’t charge you to use the fitting room. Why should we?

Why are you doing this?

We set out to fix online shopping using a customer-first approach. Online shopping makes it easy to find great things. But the uncertainty in choosing the right fit and not being 100% sure how something will look once it’s on — and having to front the money just to see what works — makes it hard, and discourages you from trying things you’re not familiar with, or things you’re curious about. With TryOuts, you can try anything and everything — 4 sizes in 12 colors each, if you want — for free, with no risk whatsoever.

What if I don’t want to TryOut? I just want to buy.

If you want to buy without trying first, we can make it happen. But ordering something and keeping it is the same as buying it — let us know what you’re keeping on the day you receive your TryOut and we’ll bill you right then and there. If you’re still not feeling TryOuts, just Contact Us

Can I really try it out? Like, wear it out to the bar?

TryOuts aren’t a test drive. Try it on, just don’t wear it out.

We check all items sent back to us for signs of wear and will charge you for anything that’s not in new condition. Anything you send back has to be unworn, unwashed, undamaged, and have its original tags and packaging.

Who can shop using TryOuts?

Currently, TryOuts is only available to customers shipping to the US. If you’re placing an order and want to ship it outside of the US, it must be purchased upfront (the old fashioned way).

How much does it cost to ship stuff?

For customers within the US, shipping is free both ways — always. Pay nothing to have your TryOut sent to you, to send things back to us, and even to return things after your TryOut period has ended. If you want your TryOut in your hands sooner, we offer expedited shipping at an additional cost. For more information on shipping in the US and internationally, click here.

What about customers outside of the US?

TryOut orders can only be shipped to the US. If you’re placing an order and want to ship it outside of the US, it must be purchased upfront (the old fashioned way).

If it’s $0 to place a TryOut order, why do you need my billing information?

We need billing info on hand to hold you accountable for the items in your TryOut. The payment method you select upon placing your TryOut order will be used to pay for any items you decide to keep. Don’t worry, we won’t charge you a cent until you’ve told us what you’re keeping, or if you haven’t sent anything back within a week of your TryOut being delivered.  

Will there be a pre- authorization placed on my card?

Sometimes, but only a small one. For most payment types, we’ll issue a $0 or $1 pending charge to verify that your card is legit, but you won’t be charged until you tell us what you’re keeping or until after your TryOut period has ended.

For prepaid cards, we will pre-authorize the full TryOut amount. We will not complete the transaction until you have told us what you’re keeping or until after your TryOut period ends, but you will not be able to spend the held funds during this time.

If you use Paypal, you may receive an email notification saying that you've placed an order for a certain amount. Don’t worry — no funds will be withdrawn until you’ve told us what you’re keeping or until after your TryOut period has ended. 

What if the price of an item in my TryOut changes during my TryOut period?

Don't sweat it. If any items change in price during your TryOut, we'll guarantee you the lower of the two. The best price will automatically be reflected when you complete your TryOut.

When do you pay for items you keep?

There are two ways to pay for your TryOut:

1) Settle up when you want. Once your TryOut has been delivered, you’ll be able to tell us what you’re keeping on your Order Details page (so you can pay for things before your TryOut period has ended). 

2) Settle up later. Just send back anything you’re not keeping. We will check the box when it is received by our warehouse and charge you for anything you have kept. 

How do I send back things I don’t want to keep?

Your TryOut comes with everything you need to send things back — a prepaid return shipping label, tape to seal up your box, and a spare shipping bag. No need for a printer, packing tape, or pre-scheduled pick-up. Easy. 

Can I still return an item after I pay for it?

Yes. Unless an item has been marked Final Sale, you will have 30 days from the date of delivery to return it. At that point, the item will have already been paid for and is treated like a traditional return. See the Returns section below for additional details. 

What if I send back the wrong item?

Our warehouse team will check to make sure that the items sent back match the items indicated on your “Tell Us What You’re Keeping” form (if it has been filled out). If anything doesn’t line up, you will be notified and billed accordingly to your original method of payment. 

What sort of quality control do you do for items that have been sent back?

Merchandise that is sent back must be in new condition, and we inspect it accordingly. Customers are charged for any items that have been sent back washed, worn, damaged, or without original tags and packaging (like a shoebox). Once inspected, approved items are re-folded to our standards and placed in fresh bags before being put back on our warehouse shelves. 



General

What is JackThreads?

Since 2008, JackThreads has been motivated by the belief that what you buy is just as important as how you buy it. We were founded in a bedroom in Columbus, OH, with the goal of bringing a curated range of up-and-coming brands to guys at accessible prices. In October 2015, we launched our namesake collection of quality basics and everyday essentials, intended to complement our existing offerings and create a one-stop shop for a well-rounded wardrobe. Beyond products, we recognize the value of great customer service, and are continuously evolving and innovating to offer the best experience possible. We’re not just working to establish the best online shopping destination, we’re working to build the best way and place to shop, period. That’s why we changed everything we do, from the inside out, and created TryOuts. Try everything, keep anything. 



Most Frequently Asked

Does JackThreads offer exchanges?

Absolutely. If we have the gear you want in stock and you're in the U.S., give our customer service team a call at 800.636.JACK to get the ball rolling. If you're outside of the US please contact us here so we can help you set up a return.

Can I change the shipping address for one of my orders?

As long as your order has not been sent to the shipping and packing department at our warehouse, you can change the shipping address on your order in your account. Click on the link next to the order you wish to edit to change your shipping address. If a link to change your shipping address does not appear, your order has either already shipped or has been sent to shipping and packing at our warehouse.

How do I cancel my order?

You can cancel an order yourself within 30 minutes of submitting it. Simply look up your order history and make any necessary modifications.

If more than 30 minutes have transpired, go to the Contact Us page and use the comment box to send us your cancellation request. Please include your order number and specific details about the item(s) you wish to remove from your order. We will notify you of the status of your cancellation as soon as we can.

**Please note: Orders that have already been sent to our warehouse for packing and shipping cannot be canceled or modified.

Will you accept my return late if it's delayed by weather-related issues?

Absolutely. As long as your return was postmarked before the 30 day deadline, or before January 31st if it falls under our holiday return policy, our warehouse will process your return normally once it arrives. If you're having trouble returning an item, please contact our customer service team and they'll be happy to help.

Can I get free shipping?

Yup. US customers automatically receive free standard shipping on all orders.

Do you have international shipping?

We currently ship to: Australia, Canada, Germany, France, Hong Kong, Italy, Japan, Korea, Mexico, New Zealand, Russia, Singapore, Switzerland and the UK.

Packages outside of the US are shipped via DHL or Landmark and will be delivered by a local carrier.

We’re working hard to expand across the globe. Let us know where we should ship next by contacting: globalsupport@jackthreads.com.

Shipping costs for orders shipped outside of the U.S. vary depending on where your order is being shipped. To determine the shipping cost, simply add an item to your cart and proceed to the checkout page. Upon entering your shipping address, the calculated shipping rate will be displayed.



Managing Your Account

How do I change my password?

You can change your password by logging in to your JackThreads account and clicking here.

I forgot my password. What do I do?

If you forgot your password, click the “Forgot Password” button on the login page. You'll receive an email with instructions on how to reset your password within 24 hours.

How do I change my stored billing address?

To change your stored billing address, or to add a new credit card, please log in to your JackThreads account and click here.

How do I change my stored shipping address?

To change or add to your stored shipping address(es), please log in to your JackThreads account and click here.

Can I store multiple shipping addresses in my account?

Yes, you can store multiple shipping addresses in your account. Please log in to your JackThreads account and click here to add a new address to your account.

**Please note: Your “primary” address will always be you default shipping address, unless you choose another one at checkout.

How do I update my payment information?

To add, delete, or update an existing credit card, please log in to your JackThreads account and click here.

How do I unsubscribe from daily sales emails?

To unsubscribe from daily sales emails, please click here and enter your email address in the box before clicking the unsubscribe button.

**Please note: Unsubscribing will not deactivate your account. If you'd like to deactivate your account, please contact customer service.

Can I add products to a wishlist?

Yup. On every product display page you'll see a star in the top right corner of the product's image. If you click on that, you've added the item to your "Favorites", our version of a wish list. You can then view these products from your account at https://www.jackthreads.com/account under the heading "Favorites."



Shipping

When will my order ship?

To check the status of your order, go to your account and click on 'view order details' under the order number. Here you will find an estimated delivery date, as well as a copy of your invoice. 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 Saver shipping methods will even provide live updates to your order history, so be on the lookout.

How will my order ship and how much will I be charged?

We offer the following shipping options to customers within the U.S. at the following flat rates.

FREE Saver Shipping both ways for all orders in the US*

Upgrade via UPS, UPS Mail Innovations or Surepost: $8.99

UPS 3 business day delivery: $9.99

UPS 2 business day delivery: $16.99

UPS 1 business day delivery: $30.99

*This option utilizes SurePost and UPS Mail Innovations, both hybrid services. Basically UPS and the USPS will collaborate to deliver your order. By having UPS ship from our warehouse to your region, and the USPS make final delivery, we're able to pass more savings on to you.

If you are not able to receive mail from USPS at your location, please make sure to choose Standard shipping to ensure the package is delivered by UPS. Any orders shipped to APO/FPO, PO Box, Alaska, Hawaii, Guam or Puerto Rico, will be sent via USPS.

Packages outside of the US are shipped via DHL or Landmark and will be delivered by a local carrier.

With the exception of orders shipping to Russia, orders shipping outside of the U.S. will display an additional line at checkout indicating the “Custom, duties and fees.” Those extra charges are the combination of brokerage fees and any applicable duties and taxes. You will not be charged any additional duties or taxes upon delivery. Customers in Russia will owe any applicable taxes and duties upon delivery.

You can check the status of any order by visiting the Order History section of your account. An email notification with tracking information will be sent to you when your package has shipped.

What shipping services do you offer and what is the transit time?

The following shipping options are available:

Shipping Services Estimated Delivery Date
Saver Shipping (USPS) (US) 3 to 7 Business Days after shipping*
Upgraded Shipping (UPS Ground or USPS) (US) 2 to 5 Business Days after shipping*
UPS 2nd Day Shipping (US) 2 Business Days after ordering**
UPS Next Day Shipping (US) 1 Business Day after ordering**
Canada 2-8 Business Days after shipping*
Canada Express 2-3 Business Days after shipping**
Australia 3-10 Business Days after shipping*
Australia Express 2-5 Business Days after shipping**
Germany, France 7-14 Business Days after shipping*
Germany Express, France Express 3-4 Business Days after shipping**
Hong Kong, Italy, Japan, Mexico, Switzerland 3-4 Business Days after shipping**
Korea 4-5 Business Days after shipping**
New Zealand 7-14 Business Days after shipping*
New Zealand Express 4-5 Business Days after shipping**
Russia 7-14 Business Days
Singapore 3-5 Business Days after shipping**
UK 5-9 Business Days after shipping*
UK Express 3-4 Business Days after shipping**

Your shipping method and estimated delivery date will be determined when you enter your address at checkout. To learn more about what customs and duties and fees you may owe for orders shipped outside of the U.S. please visit our international FAQ page.

*Our warehouse ships all orders from Brooklyn, New York. Orders with Saver and Standard shipping will leave the warehouse after 1-2 business days. Your delivery transit time will vary depending on your order's destination and its distance from our warehouse. If your package is being delivered to a rural area or to the western part of the U.S., you can expect your order to arrive towards the end of the estimated delivery date range.

Will you give me a tracking number?

Of course. When your order ships out you'll get an automatic e-mail with a tracking number. The tracking number will also be viewable in the 'order details' of any order in your history, just go to your account. We’ll provide the tracking number as soon as your order ships, but it sometimes takes 24-48 hours to go live within the shipper’s system.

Please note: International shipments may take up to 4 days for tracking to appear.

How can I determine when an item will ship before I order it?

An estimated delivery date will appear on every product page with information specific to that item. We'll also provide you with an estimated delivery range for your entire order once you select a shipping method. If you order items with different estimated delivery dates, you'll receive them all together within the shipping range of the latest item.

Can JackThreads ship to PO boxes or APO/FPO address?

Yes. JackThreads will use USPS to ship to these destinations.

Do you ship internationally? Do you ship to Canada? Do you ship to the UK? Do you ship to Australia?

We currently ship to Australia, Canada, Germany, France, Hong Kong, Italy, Japan, Korea, Mexico, New Zealand, Russia, Singapore, Switzerland, and the UK.

We’re working hard to expand across the globe. Let us know where we should ship next by contacting: globalsupport@jackthreads.com.

How much does International Shipping cost?

To learn more about shipping costs and delivery for orders outside the U.S. please refer to our international FAQ page.

Which items are eligible for international shipping?

We offer international shipping for the majority of our products. Some products are not available for shipping outside the U.S. due to various trade agreements and exclusive international shipping arrangements between brands and vendors. Products that are not eligible to ship internationally are marked as such throughout the checkout process.

Can I change the shipping address for one of my orders?

As long as your order has not been sent to our shipping and packing department at our warehouse, you can change the shipping address for your order in your account. Click on the link next to your order to change your shipping address. If a link to change your shipping address does not appear, your order has either already shipped or has been sent to shipping and packing at our warehouse.

What is an undeliverable package?

Occasionally packages are returned back to our warehouse because the shipper has determined the package is undeliverable. When the carrier returns an undeliverable package to us, we automatically restock the items and issue a full refund (including shipping) back to the original form(s) of payment.

**Please note: If your package was returned to our warehouse as undeliverable, we will not be able to re-ship your package.

Tips to avoid having your package returned to sender:

  1. Make sure your address is correct before you complete your purchase.
  2. Enter information in the appropriate fields.
    • Address 1 (street address, P.O. box, company name, c / o)
    • Address 2 (apartment, suite, unit, building, floor, etc.)
  3. Make sure your saved addresses have been entered correctly in your address book. Also make sure you’ve selected the proper “primary" address.

Why was my package shipped via UPS then routed to the U.S. Postal Service?

JackThreads uses a partnership formed by UPS and the USPS to pass on lower shipping costs to you. This shipping partnership uses the strengths of both shippers to deliver your order quickly and at a great price. The final delivery of your package will be handled by your local Post office.

The shipper's tracking page indicates that my package was delivered, but I don't have my order. What should I do?

On occasion, the shipper may update your delivery status a day early in anticipation of its final delivery.  If you have not received a notice, or your package is still not delivered on the following business day, please check with members of your household, neighbors, apartment/office managers first to see if someone accepted the package for you. If you are still unable to locate your package, please feel free to contact the JackThreads Customer Service team at 1.800.636.JACK.



Changing Your Order

How do I cancel my order?

You can cancel an order yourself within 30 minutes of completing your purchase. Simply look up your order history and make any necessary modifications.

If more than 30 minutes have transpired, go to the Contact Us page and use the comment box to send us your cancellation request. Please include your order number and specific details about the item(s) you want to remove from your order. We will notify you of the status of your cancellation within 1-2 business days.

**Please note: Orders that have already been sent to our warehouse for packing and shipping cannot be canceled or modified.

How do I add an item to my order or combine my orders?

If you need to make any modifications to your order, we recommend reaching out to our customer service team immediately. You'll need to make an additional purchase for the item you'd like to add and a customer service associate will combine your orders. You can reach our associates via live chat, phone and email at the Contact Us page.

**Please note: Orders that have already been sent to our warehouse for packing and shipping cannot be canceled or modified. We strongly recommend calling or chatting in if you just placed your order and need to have it cancelled.

How do I check my order status?

You can view your entire order history on your account page. There, you'll see the most recent updates to pending orders along with other order details. If your order has shipped, click on 'View Order Details' to find the associated tracking number.



International Shipping

Do you ship internationally?

We currently ship to Australia, Canada, Germany, France, Hong Kong, Italy, Japan, Korea, Mexico, New Zealand, Russia, Singapore, Switzerland, and the UK. Packages outside of the US are shipped via Landmark or DHL and will be delivered by a local carrier.

We’re working hard to expand across the globe. Let us know where we should ship next by contacting: globalsupport@jackthreads.com.

What international shipping services do you offer and what is the transit time?

The following shipping options are available:

Shipping Services Estimated Delivery Date
Canada 2-8 Business Days after shipping*
Canada Express 2-3 Business Days after shipping**
Australia 3-10 Business Days after shipping*
Australia Express 2-5 Business Days after shipping**
Germany, France 7-14 Business Days after shipping*
Germany Express, France Express 3-4 Business Days after shipping**
Hong Kong, Italy, Japan, Mexico, Switzerland 3-4 Business Days after shipping**
Korea 4-5 Business Days after shipping**
New Zealand 7-14 Business Days after shipping*
New Zealand Express 4-5 Business Days after shipping**
Russia 7-14 Business Days
Singapore 3-5 Business Days after shipping**
UK 5-9 Business Days after shipping*
UK Express 3-4 Business Days after shipping**

Your shipping method and estimated delivery date will be determined when you enter your address at checkout. To learn more about what customs and duties and fees you may owe for orders shipped outside of the U.S. please visit our international FAQ page.

*Our warehouse ships all orders from Brooklyn, New York. Orders with Saver and Standard shipping will leave the warehouse after 1-2 business days. Your delivery transit time will vary depending on your order's destination and its distance from our warehouse. If your package is being delivered to a rural area or to the western part of the U.S., you can expect your order to arrive towards the end of the estimated delivery date range.

Which items are eligible for international shipping?

We offer international shipping for the majority of our products. Some products are not available for shipping outside the U.S. due to various trade agreements and exclusive international shipping arrangements between brands and vendors. Products that are not eligible to ship internationally are marked as such throughout the checkout process.

How will I be charged for my international order?

We currently accept Visa, MasterCard, American Express and Discover credit cards from countries that are also offered shipping services.

We currently accept PayPal, Visa, MasterCard, American Express and Discover credit cards.

Your order total will be displayed in either US Dollars (USD) or in your local (non-USD) currency, depending on your specific locale. We are working hard to bring local currency pricing to all markets in the future.

In select locations outside of the United States, we have partnered with a trusted third-party global ecommerce service provider, “GoInterpay” to facilitate and process select international orders. International Consumer Terms of Service related to this partnership may be found at http://www.jackthreads.com/tscs.

Final landed-cost pricing (which includes the total cost of products, shipping & handling and duty, tax and customs fees where applicable) on all local currency (non-USD) transactions processed through our partner GoInterpay, is guaranteed at order confirmation for the life of the transaction, in compliance with our existing return policy. In other words, you will be charged for the exact amount that is displayed to you at the time of order confirmation. All local currency (non-USD) orders that are processed by GoInterpay will appear on your billing statement as either “GoInterpay” or “GIP*JackThreads”, where “GIP” denotes “GoInterpay”.

At this time, we are unable to guarantee final landed-cost pricing (which includes the total cost of products, shipping & handling and duty, tax and customs fees where applicable) for international orders that are placed in USD. These orders may be subject to foreign exchange rate calculation, foreign exchange fees and other cross-border fees imposed by your local credit card issuing bank at the time you are charged, which we have no control or influence over. Users are encouraged to shop and place orders in the currency in which his or her credit card or payment method is issued when available, in order to minimize any cost uncertainty while transacting on JackThreads.com.

Orders shipping to final destinations outside of the US may see additional charges at checkout indicating “Customs, duties and fees.” These charges are a combination of brokerage fees and any applicable duties and taxes. We incorporate these charges into checkout to help you avoid any surprise C.O.D. issues. If you see these, no additional charges will be due upon delivery.

You can check the status of any order by visiting the Order History section of your account. An email notification with tracking information will be sent to you when your package has shipped.

What is your return/exchange policy for international orders?

JackThreads offers full refunds to the original form of payment for all international orders. Returns are accepted within 30 days of the shipped date.

Canada

We accept returns from Canada, but JackThreads does not pay for Canadian return shipping at this time. Pre-paid shipping labels can only be used for returns within the US. We recommend that you use a shipping service with tracking and/or insurance, as this will provide you with recourse in the event that your package is lost in transit. JackThreads is not responsible for packages that are shipped by other means.

For returns within Canada, send them to:

JackThreads
C/O Landmark Global 
4240 Harvester Rd
Unit #2
Burlington, ON L7L0E8

Please Note: You MUST include the return detail page and original packing slip in order for your return to be processed.

Outside the US and Canada

JackThreads offers full refunds to the original form of payment. We accept returns for items that have not been worn, altered, washed, or damaged within 30 days of the shipping date. Simply reach out to our customer service team here so we can help you set up a return. The customer is responsible for all return shipping costs.

Please note, items marked FINAL SALE cannot be returned.

How will my return credit be issued for my international order?

JackThreads offers refunds to the original form of payment for all international returns. Returns are accepted within 30 days of the shipped date.

All international returns processed within the 30-day return window will receive a refund for the original amount paid for the items returned.

For international orders originally placed in USD, the refund will be issued for the USD value of the items returned.

For international orders originally placed in local (non-USD) currencies, the refund will be issued for the USD value of the select items returned, at the same foreign exchange rate utilized in the transaction at the time of initial purchase.

**Please note that while return store credits will be issued at the same foreign exchange rate utilized at the time of original purchase, JackThreads.com is currently unable to guarantee this foreign exchange rate on future transactions. Credit redemption on all future transactions will be subject to foreign exchange rates active at the time of purchase. Credits for customers in select locales where local (non-USD) currency pricing is available will appear in the user’s account at the local (non-USD) currency value based on the most current foreign exchange rate. As a result of this, international customers may see fluctuation in the daily local (non-USD) value of stored credits in their account.



Payment Information

How do I pay for my JackThreads purchase?

With TryOuts, we collect your billing information when your order is submitted, but you are not charged for your items until after you have told us what you’re keeping or after your TryOut period has ended.

There are two ways to pay for your TryOut:

1) Settle up when you want. Once your TryOut has been delivered, you’ll be able to tell us what you’re keeping on your Order Details page (so you can pay for things before your TryOut period has ended).

2) Settle up later. Just send back anything you’re not keeping. We will check the box when it is received by our warehouse and charge you for anything you have kept. 

We currently accept credit card payment from Visa, Mastercard, American Express, and Discover. You can also save your billing information in your secure JackThreads account for future purchases.

 

Can I use PayPal?

Of course! Simply connect your PayPal account in the 'Billing Profile' section of your Account Settings page, or click "Checkout with PayPal" above your shipping address on the Checkout page.

Is it safe to use my credit card or debit card on JackThreads?

Yes, definitely. We take security very seriously and have put measures in place to prevent the loss, misuse and alteration of any information under our control. All orders are transmitted over secure internet connections using SSL (Secure Sockets Layer) encryption technology.

Why was my credit card charged after I entered it into my account?

This usually only happens to customers outside the U.S. due to regulations by some international banks. Some newly added credit cards are subject to a pre-authorization charge performed by our system to verify that the card is valid and legitimate. This typically shows up as a “pending” $1.00 item on your statement and will never be completed. It should disappear within 2-3 business days of the credit card being entered into your JackThreads account.

When do I get charged for my purchase?

For TryOuts, your card will not be charged until after you have told us what you’re keeping or after your TryOut period has ended. It may take 3-5 business days for the charge to appear on your credit card statement. You may also see an initial pending transaction when you first place your order. This is simply to verify that your card is eligible.

Why was my credit card declined?

Credit cards are declined for a variety of reasons, such as an incorrect billing address or insufficient funds to complete the desired purchase. If the billing address that you provide at checkout does not match the information from your financial institution, your order will likely be held for further review. When a credit card is declined, we do not necessarily receive any specific reasons explaining why. We get a general “declined” message from the financial institution, and no specifics are noted. If your credit card is declined and you do not know why, we strongly suggest contacting your financial institution for more information.

Does JackThreads charge sales tax?

JackThreads currently only charges sales tax to members who reside in Ohio and New York. It's required by law that we charge sales tax in states where we have a physical presence.

Do you accept international credit cards?

We currently accept Visa, MasterCard, American Express and Discover credit cards with billing addresses located within the countries included in our shipping options. You can find a full list of those countries at our international FAQ page.

Your order total will be displayed in either US Dollars (USD) or in your local (non-USD) currency, depending on your specific locale.  We are working hard to bring local currency pricing to all markets in the future.

In select locations outside of the United States, we have partnered with a trusted third-party global ecommerce service provider, “GoInterpay” to facilitate and process select international orders. International Consumer Terms of Service related to this partnership may be found at http://www.thrillistmediagroup.com/tscs.

Final landed-cost pricing (which includes the total cost of products, shipping & handling and duty, tax and customs fees where applicable) on all local currency (non-USD) transactions processed through our partner GoInterpay, is guaranteed at order confirmation for the life of the transaction, in compliance with existing return policy. In other words, you will be charged for the exact amount that is displayed to you at the time of order confirmation. All local currency (non-USD) orders that are processed by GoInterpay will appear on your billing statement as either “GoInterpay” or “GIP*JackThreads”, where “GIP” denotes “GoInterpay”.

At this time, we are unable to guarantee final landed-cost pricing (which includes the total cost of products, shipping & handling and duty, tax and customs fees where applicable) for international orders that are placed in USD. These orders may be subject to foreign exchange rate calculation, foreign exchange fees and other cross-border fees imposed by your local credit card issuing bank at the time you are charged, which we have no control or influence over. Users are encouraged to shop and place orders in the currency in which his or her credit card or payment method is issued when available, in order to minimize any cost uncertainty while transacting on JackThreads.com.

Why do I see a $1.00 transaction in my account from JackThreads? I haven't ordered anything yet.

Not to worry. Some banks, especially those outside of the US, require us to hold $1.00 as a pending transaction when we verify your saved credit card. $1.00 is the minimum amount that we're allowed to hold while verifying your information. It will never be withdrawn; it just makes it easier for you to save credit card information and not have to worry about an item selling out while entering your payment information.



Credits

What types of store credit does JackThreads offer?

JackThreads offers a variety of credits. Keep an eye on the site for different promotions and deals that provide store credit for certain sales and items. The easiest way to earn $20 in JackThreads credit is to invite your friends to partake in the handsomeness. Once they make their first purchase you'll automatically be notified and credited $20 in your account.

How do I invite friends?

To offer invitations click here or click on the 'Invite Friends, Earn $20' button at the top right corner of any page on the site to learn more. You can also invite your friends by sharing sales through email or social media.

How do I earn $20 referral credit?

Every time one of your friends starts a new account using your unique referral link, you get a $20 referral credit once they make their first purchase.

To offer invitations click here or click on the 'Invite Friends, Earn $' button at the top right corner of any page on the site to learn more.

**Please note: All referral credits are subject to approval. If you feel you should have a referral credit in your account and no credit is available, please contact customer service and we’ll be happy to look into it for you.

Is there a limit to the number of credits I can earn?

No, the amount of credits you can earn is unlimited. Sweet, right?

Do my JackThreads credits expire?

Credits for returned merchandise do not expire. Referral credits expire one year from date of issue. Other JackThreads credits typically expire 2 months from the day they are issued. If you are unsure about when your credit expires, contact customer service.

How do I use my JackThreads store credit?

Any credit on your account will automatically be applied to your order when you reach the checkout page.

Currently, credit (including gift card credit) cannot be applied to gift cards, shipping charges, or sales tax. Our system will always require you to use a credit card to place an order to make sure that sales tax, and/or shipping are covered.

Currently, we cannot split credits between separate orders. All credit will be applied towards your current order. If you have a credit balance remaining after your purchase it will remain in your account and be used with your next purchase. If a credit is issued after a purchase is made, it cannot be applied to that or any other previous purchases. It will be applied to a future purchase.



Returns

What is the JackThreads Return Policy?

If you’ve got some gear you want to send back, you can find our full returns policy here.

Does JackThreads offer exchanges?

Absolutely. If we have what you want in stock and you're in the US, give our customer service team a call at 1-800-636-JACK to get the ball rolling. If you're outside of the US, we don't offer exchanges, but you can contact us here, and we can help you set up a return.

How do I make a return?

Head to the returns page and click "Process a New Return" in the upper right-hand corner. You will then be guided step-by-step through our quick and easy return procedures. Please follow all of these instructions to ensure that your return is shipped and processed successfully. Once you have filed for a return, we will send you a confirmation email with your RMA number. We will also send a confirmation email when your return has been received by our warehouse, and when your return has been successfully processed.

What's the status of my return?

You can track the progress of your return in your account's return section. Simply click on the RMA number associated with your return to see if it is in transit, received by JackThreads, or if your refund has been processed. We will send a confirmation email when your return has been delivered to our warehouse, and when your return has been successfully processed. For any additional questions or comments, please contact customer service.

I have an RMA #, but I haven't sent the item back yet. What do I do?

You can always reprint your RMA return slip. Head to the returns page, view your return, and you'll be able to print it from there.

Does JackThreads pay for return shipping?

For US customers, we provide a return shipping label available for download in your JackThreads account once you file for a return. We offer free shipping for all returns and exchanges.

If you decide not to use the return label provided, we recommend that you use a shipping service with tracking and/or insurance, as this will provide you with recourse in the event that your package is lost in transit. JackThreads is not responsible for packages that are shipped by other methods.

Does JackThreads pay for return shipping for international orders?

JackThreads does not pay for returns outside of the US at this time. The pre-paid shipping label feature can only be used for returns within the US. If you are an international customer and received an incorrect, damaged, or defective item, please contact customer service prior to returning the item so we can assist you.

Why is my item not appearing for return on my account page?

There are a few reasons why an item you ordered may not be showing up in your returns section:

  • Unshipped orders will not appear here until they have shipped.
  • One or more of your items may have been purchased during a final sale, making them ineligible for return.
  • An item can only be returned 30 days after it has shipped, so the item you want to return may be outside this 30 day return period.

If you still aren't sure why an item does not appear in your return section, please contact customer service.

How long does it take to see my return credit in my account?

Once your package has been received by our warehouse, we will send you a confirmation email to let you know that it has arrived. When your refund has been processed, we will send a second email to let you know.

You will also be able track the progress of your return in your account's return section. Simply click on the RMA number associated with your return to see if it is in transit, received by JackThreads, or if your refund has been processed. For any additional questions or comments, please contact customer service.

**Please note: We cannot apply a store credit to your account until the return has been processed by our team. Once your return has been received by our warehouse, it may still take up to five business days for it to be processed.

What is your return/exchange policy for international orders?

Returns are accepted within 30 days from the shipped date. We accept returns for items that have not been worn, altered, washed, or damaged. If you are outside of the US, reach out to our customer service team here so we can help you set up a return.

Please pack and ship your return items with all tags attached. While most items are eligible for return, some items are marked FINAL SALE and cannot be returned.

All international returns processed within the 30-day window will receive a full refund for the original amount paid for the item(s) returned.

For international orders originally purchased in USD, the refund will be issued for the USD value of the select items returned.

For international orders originally placed in local (non-USD) currencies, the refund will be issued for the USD value of the select items returned, at the same foreign exchange rate utilized in the transaction at the time of initial purchase.

**Please note that while return store credits will be issued at the same foreign exchange rate utilized at the time of original purchase, JackThreads.com is currently unable to guarantee this foreign exchange rate on future transactions. Credit redemption on all future transactions will be subject to the foreign exchange rates that are active at the time of purchase. Credits for account users in select locales where local (non-USD) currency pricing is available will be displayed in the User’s Account at the current local (non-USD) currency value based on the most current active foreign exchange rate. As a result of this, international customers may see fluctuation in the daily local (non-USD) value of stored credits in his or her account.



Contact

How do I contact you?

Connect with us at any time, for any reason:
Questions about a product?
Site not performing properly?
Want to suggest new brands that you'd like to see available for sale?
Whatever your question may be, we'll do our best to provide an answer within one business day.
Let us know how we can improve your membership experience.
If you have a question about an order, please make sure to include your order number.

Contact Us

Do you have a phone number?

Of course. Our U.S. customer service phone number is 1-800-636-JACK. Our team is available from 10AM-10PM, EST, Monday through Friday.