FAQs

  • Updates
  • Ordering Online
  • Retail Stores
  • Company
  • Products

Updates to our policies based on the Gymboree Group Restructuring:

Visit GymboreeGroupRestructing.com for more information.

Gift Cards

  • All active gift cards will be eligible to be redeemed until Saturday, 2/16/19.
  • Effective Sunday, 2/17/19, all gift cards will be inactive and will not be eligible to be redeemed.

Merchandise Credit

  • Effective Friday, 2/1/19, stores will no longer issue merchandise credits.
  • All active merchandise credit will be eligible to be redeemed until Saturday, 2/16/19.
  • Effective Sunday, 2/17/19, all merchandise credit will be inactive and will not be eligible to be redeemed.

Coupons

  • Stores will not accept coupons until further notice.
  • Online coupons will no longer be accepted until further notice.

Sales

  • Effective Saturday, 2/16/19, all sales will be final in stores until further notice.
  • Effective Monday, 2/18/19, all sales will be final online until further notice.

Returns

  • Effective Saturday, 2/16/19, returns will not be accepted until further notice.
  • Effective Monday, 2/18/19, returns will not be accepted until further notice.
  • Beginning Friday, 1/18/19, Free Returns will be discontinued.

Checks

  • Checks are no longer accepted as a valid method of payment in stores.

Price Adjustments

  • Prices adjustments will no longer be honored.

Ordering Online

How do I place orders?

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 6:00 p.m.(PST). For credit card security, we do not accept orders via email.

How does real time inventory work?

Our inventory is managed in real time. Product availability is displayed on each product page. 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.

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.

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 gift cards and electronic gift certificates. Janie and Jack merchandise credit vouchers currently can only be used in our retail shops. All active gift cards will be eligible to be redeemed until Saturday, 2/16/19. Effective Sunday, 2/17/19 all gift cards will be inactive and will not be eligible to be redeemed.

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. Our Customer Service hours are Monday through Friday, 6:00 a.m. to 6:00 p.m. (PST).

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). Flat Rate Standard delivery takes up to 10 business days after your order has been processed.

Rush delivery takes up to 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 or UPS Surepost. 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 6:00 p.m. (PST).

Do you ship outside the United States?

Yes, janieandjack.com currently ships to several countries in Europe, Asia & Pacific, North America, and the Middle East 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. More information about shipping internationally is available here

Customers with United States military APO/FPO addresses can continue to shop on janieandjack.com.

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.

What are the benefits of completing My Account online?

Make shopping at janieandjack.com faster and easier by creating an account online. You will be able to track your orders, save addresses, manage your password, check your Gift Card balance, and see select coupon offers. To create an account go to the Sign In/Register link at the top of the page. It only takes a few minutes and you can update or view your account at any time. The information in your account is confidential. Click here for our Privacy & Security Statement.

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.

How can I cancel my order?

If you would like to change or cancel your US order, please contact Customer Service at 1-877-449-8800 within 30 minutes of placing your order Monday through Friday, 6:00 AM. to 6:00 PM (PST). We’ll do our best to cancel your order at this point. However, please keep in mind that our systems are designed to get orders on the way as quickly as possible, and we’ll be unable to cancel your order if it’s already entered our shipping & handling process. International orders cannot be canceled.

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 Group 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.

For information on international taxes and duties, click here

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.

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.

Retail Stores

The item I am looking for is no longer available in my local store. What can I do?

If you are unable to find a specific item at your nearest shop, you may search online. To conduct a product search, please use the search box on the top right of your page.

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

Does Janie and Jack franchise its retail shops?

Our retail shops are owned and operated by Gymboree Group and are not franchised.

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

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.

Company

Does Janie and Jack have outlet shops?

Janie and Jack Outlet shops are open in select states. Visit the store locator to find an outlet shop near you.

Products

How do I find out about new merchandise, special promotions and sales?

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 in the footer below. You may unsubscribe from this service at any time.