FAQs

  • Updates
  • Ordering Online

Updates to our policies:

Gift Cards & Merchandise Credits

  • We accept Janie and Jack Gift Cards for purchases made in store and online.
  • At this time, E-Gift Cards are temporarily unavailable for use in stores.
  • Merchandise Credits are accepted for purchases made in store only.

Returns

  • For purchases made on or after March 5, 2019 see our Returns page for details.
  • We apologize for the inconvenience, but we are unable to accept returns or exchanges for purchases made prior to March 5, 2019.

Payment

  • As of August 27, 2019, we are unable to accept checks as payment in stores. We’re sorry for any inconvenience this may cause.

Please see a manager with any questions or comments about our Customer Service Policies. These policies are subject to change at any time.

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.

At this time, E-Gift Cards are temporarily unavailable for use in stores.

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.

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?

As of 2/26/2019, Janie and Jack no longer ships outside the United States.

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 top right of the page. You can also browse items by product category.

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.

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 Gap, Inc. and Gap 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.

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.