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Home > Customer Service > FAQs

FAQ's (Frequently Asked Questions)

Ordering Online

Retail Shops

Gift Cards and Gift Certificates

Company

Products

Ordering Online

How do I place an order?
Ordering at Janie and Jack's Online shop is easy. From the product page, simply select the size of the item you would like and the quantity and click "Add to Bag". When you are finished shopping, click on the Shopping Bag button at the top of the page and follow the instructions to check out. If you would like additional assistance placing an order, please contact Customer Service at 1-877-449-8800. We're here Monday through Friday, 6:00 a.m. to 7:00 p.m., Saturday 7:00 a.m. to 3:00 p.m., and Sunday 8:00 a.m. to 4:00 p.m. (PST). To place an order by fax, our fax number is 1-707-678-1315. For credit card security, we do not accept orders via email.

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How does real time inventory work?
Our inventory is managed in real time. Product availability is displayed on each product page via a drop down menu by size. It is important to know that your shopping bag will not reserve the actual inventory on your order until the checkout process is completed. On occasion, items in your shopping bag can become "out of stock" before the checkout process is completed and will be removed from your shopping bag. This may occur on items with low inventory, such as sale merchandise with only 1 or 2 items left in stock.

Items in your shopping bag will be saved indefinitely, should you want to shop at a later date. As inventory levels get depleted, the corresponding saved item(s) will be automatically removed from your shopping bag. Therefore, when you return to shop our site, the items in your saved shopping bag will only reflect what is currently available for purchase.

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What size is the right size?
Select the right size for that special child using our Janie and Jack apparel size chart. Simply look for the child's age, height, or weight to ensure that your purchase will be the appropriate fit.

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How do I pay for my order?
For your convenience, we accept all major credit cards (American Express, VISA, MasterCard, JCB, and Discover/Novus)as well as electronic gift certificates. Janie and Jack paper gift certificates and merchandise credit vouchers currently can only be used in our retail shops.

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Is my credit card secure?

The importance of security for all personally identifiable information associated with our customers is of utmost concern to us. We take great care in providing secure transmission of your information from your computer to our servers. For instance, when credit card information is transmitted, we use the industry standard SSL (secure socket layer) encryption. SSL encryption is a method by which information is encrypted while being transmitted over the Internet. While no method is completely impenetrable, SSL is the state-of-the-art encryption technology used in e-commerce today. Unfortunately, no data transmission over the Internet can be guaranteed to be 100% secure. As a result, while we are committed to protecting your personal information, Janie and Jack cannot entirely ensure or warrant the security of any information you transmit to us.

The protection of your personal information is important to Janie and Jack, and as a result, we do not accept orders via email. We will gladly accept your order by phone at 1-877-449-8800 or by fax at 1-707-678-1315. Our Customer Service hours are Monday through Friday, 6:00 a.m. to 7:00 p.m., Saturday 7:00 a.m. to 3:00 p.m., and Sunday 8:00 a.m. to 4:00 p.m. (PST).

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How quickly will my order be processed?

All domestic orders received prior to 9:00 a.m., Pacific Standard Time, Monday through Friday, are processed within 1-2 business days (unless otherwise indicated on our shipping page in checkout). Standard delivery takes 3 - 5 business days after your order has been processed. Express delivery is available for an additional charge. Orders going to Alaska, Hawaii, PO Box/APO/FPO addresses and U.S. Territories are shipped via U.S.P.S. Priority Mail. Click here for shipment options and information regarding international shipping.

Please contact Customer Service at 1-877-449-8800 for further details. We're here Monday through Friday, 6:00 a.m. to 7:00 p.m., Saturday 7:00 a.m. to 3:00 p.m., and Sunday 8:00 a.m. to 4:00 p.m. (PST).

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Do you ship outside the United States?

The Janie and Jack online shop currently ships to several countries in Europe, Asia, North America, South America and Australia as well as to Military (APO/FPO) addresses and U.S. Territories (including Puerto Rico, the Virgin Islands, the Pacific Islands, Guam and American Samoa). Additionally, the site accepts all international billing addresses. Click here for additional shipping information.

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How do I find what I'm looking for?

If you know the product(s) you're looking for, simply enter the description or the SKU number into the search box on the Product Search page. You can also browse items by product category. Click here to search for merchandise.

You can also use the Site Map for an overview of our site or to quickly locate a particular section.

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What are the benefits of completing "My Account" online?

Creating an account online at Janie and Jack allows you to make shopping faster and easier and receive more personalized service. You can manage your address and sign in information, create an address book, view your order history/status information, manage your electronic gift certificate account and more.

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How do I sign up for "My Account"?

Go to the "My Account" button at the top of the page. It only takes a few minutes and you can edit, view or delete your account at any time. The information under My Account is strictly confidential. Click here for our Privacy & Security Statement.

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How can I change or cancel my order?

If you would like to change or cancel your order, please contact Customer Service at 1-877-449-8800 within one hour of placing your order. Once your order has entered into our shipping process (which occurs one hour after you submit your order) it cannot be cancelled.

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Why does Janie and Jack charge sales tax on online orders?

Janie and Jack is required by law to charge sales or use tax in any state in which it has a physical presence. Since Janie and Jack is a fully owned subsidiary of Gymboree Corporation and Gymboree has a presence in 50 states, we must charge tax in all of these states. The actual tax rate applied to your purchase is based on the destination of the order.

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Is there a limit to how much I can order?

Yes, there are limits. We do not authorize the purchase of our merchandise for resale. To enforce this policy, we reserve the right to limit purchases to five (5) items per style, per color, per customer (excluding "stock accessories"), regardless of size of the merchandise. Stock accessories include all hair accessories, jewelry, basic socks, sunglasses, basic tights and underwear; stock accessories do not include fashion tights, fashion socks and handbags. We also reserve the right to cancel multiple orders of merchandise purchased in violation of this policy. We may modify this policy at any time for any reason and we may make exceptions to this policy, as we deem appropriate.

This Limits on Purchases Policy applies to purchases made at our Janie and Jack shops and on www.janieandjack.com.

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How do I remove items from my shopping bag?

Please ensure you have selected a shipping method on the shopping bag page before clicking "Update Shopping Bag" to remove items.

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Retail Shops

The item I am looking for is no longer available in my local shop. What can I do?
If you are unable to find a specific item at your nearest shop, you may search online. Janie and Jack Online displays all available inventory in real time. To conduct a product search online, click here

We are currently unable to locate specific items by shop location.

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Does Janie and Jack franchise its retail shops?
Our retail shops are owned and operated by the Gymboree Corporation and are not franchised.

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With whom can I speak to regarding an experience I had in a shop?

If you'd like to tell us about a particular experience you had in one of our shops, good or bad, contact the Janie and Jack shop nearest you and speak with the Shop Sales Associate. Our Shop Teams are fully trained to provide you with superior customer service. They will be happy to hear about your experience and recognize outstanding service as well as resolve any concerns you might have. If your concern cannot be resolved in a shop, our Shop Sales Associates can escalate the issue to a District Manager. You may also contact us at retail_stores@janieandjack.com.

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Gift Cards and Gift Certificates

What is a Janie and Jack Gift Card?
The Gift Card is a pre-paid debit card similar to a gift certificate that can be used to buy merchandise at any U.S. Janie and Jack shop and at www.janieandjack.com. It's more convenient than carrying cash or a paper gift certificate.

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What is a Janie and Jack Electronic Gift Card?
Electronic Gift Cards function in much the same way as Gift Cards. However, Electronic Gift Cards are delivered to their recipient via email. It will take up to 1 business day to process all electronic gift card orders. Electronic Gift Cards are only redeemable online at www.janieandjack.com.

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How can I purchase a Janie and Jack Gift Card or Electronic Gift Card?
Gift Cards and Electronic Gift Cards may be purchased online and at Janie and Jack shops. Purchase a Gift Card online. Purchase an Electronic Gift Card online.

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How do I use the Janie and Jack Gift Card?
The Gift Card is simple to use. At the store, the Gift Card works just like a debit card. The cashier just swipes it through the register and it deducts the amount from the card. During online checkout, input the gift card number at the bottom of the Payment page during checkout and enter the unique PIN from the back of the gift card into the PIN location. The full amount of the gift card will be applied to the order. Any unused balance will remain on the card.

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How do I use the Janie and Jack Electronic Gift Card?
Online, you'll find a place to enter your Electronic Card number and PIN on the "Billing" page of the checkout process.

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Can anyone use my Janie and Jack Gift Card?
Yes. Because your name does not appear on the card, you may use it yourself or give it to anyone you choose.

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Can I consolidate my Janie and Jack Gift Cards onto one Janie and Jack Gift Card?
We are currently working on this enhancement. You may not consolidate your Janie and Jack Gift Cards onto one Janie and Jack Gift Card at this time.

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How many Janie and Jack Gift Cards can I use during one transaction/purchase?
You may use more than one Janie and Jack Gift Card per transaction in the stores. On janieandjack.com, you can only place an order using one Janie and Jack Gift Card. If you wish to place a web order with more than one gift card, you will need to call 1-877-449-8800 for assistance.

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Where can I use the Janie and Jack Gift Card?
It may be used at any U.S. Janie and Jack retail shop and at www.janieandjack.com.

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Can I use/redeem my Janie and Jack Gift Card Online?
Yes, you may use your Janie and Jack Gift Card online to make purchases. To redeem your gift card online, input the gift card number at the bottom of the Payment page during checkout and enter the unique PIN from the back of the gift card into the PIN location. The full amount of the gift card will be applied to the order. Any unused balance will remain on the card.

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What happens when all the card value is used? Should I throw the card away?
Once you run out of funds you may not add additional funds to the Janie and Jack Gift Card at this time. We are currently working on adding this functionality.

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Will any Service or Dormancy Fees be charged to my Janie and Jack Gift Card?
There are no Service or Dormancy Fees associated with the Janie and Jack Gift Card.

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What can I do if I've lost my Merchandise Credit Voucher or Gift Certificate?
Lost, stolen, or damaged gift cards, merchandise credit vouchers or e-gift certificates may be replaced with a new gift card, merchandise credit voucher, or e-gift certificate for the remaining balance upon presenting an original sale or gift receipt. However, if you have retained your card number and PIN, you may use them to purchase online.

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My card no longer works. Can it be replaced?
We will be happy to replace your damaged Janie and Jack Gift Card or Merchandise Credit free of charge so long as the card number and balance can be verified.

Please send your damaged Janie and Jack cards to:
Janie and Jack
500 Howard Street
San Francisco, CA 94105
Attn: Gift Card Dept.

Please be sure that you include your return mailing address.

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How do I use my Janie and Jack paper Gift Certificate?
Due to a systems conversion, our U.S. stores are no longer able to accept paper gift certificates or paper merchandise credits. Please call Customer Service at 1-877-449-8800 to obtain a replacement gift card or merchandise credit card. We apologize for any inconvenience.

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Gift Card Terms and Conditions
The use of this card constitutes acceptance of the following terms and conditions. This card is redeemable for merchandise only at U.S. Janie & Jack stores and online at www.JanieandJack.com. Purchases will be deducted from the card balance until the value reaches zero. The card may not be applied as payment to any account except as required by applicable law. This card may be redeemed for cash if the balance is less than $10, except as otherwise required by law. Lost, stolen or damaged gift cards may be replaced for the remaining balance at the time of notice upon presenting an original sale or gift receipt. Any term is void where prohibited by law. Check your card balance by calling 1-800-308-6140.

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Company

Does Janie and Jack have a catalog?
At this time, Janie and Jack does not have a printed catalog. If you would like to see our current collections, please browse our Online Shop for apparel and accessories for little ones layette to size 12.

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Does Janie and Jack offer donations?
Occasionally our retail and online shops are left with extra merchandise after our final markdowns. We regularly donate these items, as well as any proceeds from fund raising events, to charitable organizations. Our parent company, the Gymboree corporation, has a designated organization for each country in which we operate. This is one of the ways that we "Celebrate Childhood."

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Does Janie and Jack have outlet shops?
Janie and Jack Outlet shops are open in select states. Visit Shop Locations to find an outlet shop near you.

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Products

What do I do if I have a defective item?
At Janie and Jack we pride ourselves on our high standard of quality of our clothing. We will always stand behind our product when there is a defect and offer a full value refund to our customers. Our Sales Associates are fully knowledgeable about our product and are able to recognize quality flaws. Please feel free to return the defective item at your local Janie and Jack shop. Our Sales Associates will be happy to offer you a full value exchange or a Merchandise Credit Voucher. If you purchased an item online and found a defect in it, please return it to us by mail. For more information, please contact Customer Service at 1-877-449-8800 Monday through Friday, 6:00 a.m. to 6:00 p.m., Saturday 7:00 a.m. to 3:00 p.m., and Sunday 8:00 a.m. to 4:00 p.m. (PST).

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Whom can I contact regarding a product idea for your shops?
Janie and Jack designs and manufactures all of our own merchandise. Our designers love to hear ideas and comments from our customers. You may send your idea to the following address, for further review:

Janie and Jack
Attn: Customer Service
500 Howard Street
San Francisco, CA 94105

Janie and Jack's treatment of new product ideas is discussed in detail in the Terms of Use section of the web site.

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How do I find out about new merchandise and special events?
To find out about new merchandise and special events at Janie and Jack, join our email list by entering your email address into the email field on the Home page. You may unsubscribe from this service at any time.

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