Any other questions?
Use this form to contact our customer care team—we will respond within 1-3 business days.
Shipping + Delivery
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All orders over $150 before tax receive free shipping in Canada and the US.
CANADA
Shipping within BC for an order below $150 is $10.99. Shipping to the rest of Canada for an order under $150 is $14.99.
USA
Shipping for an order under $150 to the US is $14.99.
INTERNATIONAL
We offer a $40 flat rate for all international orders.
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We work hard to get orders out within 2-3 business days of placement. During seasonal launches, sales and peak periods, please allow a delay of 5-7 business days.
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CANADA
All Canadian orders are sent via Canada Post Expedited shipping which has tracking included. Once your order has shipped, you will receive an e-mail with a tracking number for your shipment, if applicable.Canadian orders can take up to 1-4 business days to arrive but can be delayed during peak periods.
USA
USA orders are shipped via Canada Post to United States Postal Service after being processed through Customs. US orders can take up to 10-14 business days to arrive from the shipment date but can be delayed during peak periods. Once your order has shipped, you will receive an e-mail with a tracking number for your shipment, if applicable.
INTERNATIONAL
International orders are shipped via Canada Post to your country's national postal service after being processed through Customs. Please be advised that international orders can take a considerable amount of time in transit, sometimes 2-4 weeks from the shipment date, depending on where you are in the world. Once your order has shipped, you will receive an email with a tracking number for your shipment, if applicable.
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Please email us right away at hello@jacksonrowe.com and we will do our best to help.
We do not redirect orders once shipped. If an order is returned to us by our mail carrier due to an incomplete or invalid shipping address entered at checkout, there will be an additional shipping charge to the customer for the second shipping attempt.
Please ensure your address is correct at checkout!
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Customs and/or import duties are charged when the parcel reaches its destination country. These charges are paid by the recipient. Unfortunately, we have no control over these charges as customs policies and import duties vary widely from country to country. We recommend contacting your local customs office about this for further information.
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If you're in Canada, you will be charged the appropriate tax for your province (HST or PST) plus the GST. USA orders are subject to Customs and Duty fees as well as whichever state taxes apply to your order.
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You will be advised on the product page if the item you are ordering is pre-order. In that case, your order will be shipped during the pre-order shipping window specified for that particular product.
Note that shipping dates are estimates and can be delayed due to unforeseen circumstances.
If your order contains items that are in stock, your entire order will ship once the pre-order item is available.
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Please contact Canada Post, USPS or your local postal service and file a service ticket to find out what has happened with your parcel. You can do so with Canada Post here. In 95% of cases, they are able to locate your order and deliver it to you safely. If your parcel is deemed lost, please email us at hello@jacksonrowe.com and we will work on a solution.
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Please note we have moved locations, and hope to offer this again in the near future.
Returns + Exchanges
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If the product you ordered doesn't fit or is unsatisfactory or defective, you have 30 days from the date of purchase to return it for a full refund* or exchange it for a product of equal or lesser value.*excluding original shipping costs, if applicable.
Please note that the following purchases are a FINAL SALE: Sale items, purchases made with a discount code, Bodysuits, Gift boxes, Accessories (jewelry, face masks, toques, hats, socks, etc.).
Before you proceed with your request for a return/exchange, please ensure you meet the requirements:
The product(s) have not been washed.
The product(s) are not worn or damaged.
The product(s) are in re-sellable condition, meaning scent-free and clean (we love your pets but we don't want their hair on your returned items, thank you!)
The original tags are intact and included.
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All sale items are a final sale, meaning no refunds or exchanges.
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All purchases made with a discount code are a final sale, meaning no refunds or exchanges.
Please note: our Brand Ambassador 15% off promo codes do not count. Please feel free to request a return or exchange on these items as
long as they meet the criteria of regular priced, unworn items in
original condition (Unwashed, tags intact, free of any damages, stains, odors, or pet hair), and within 30 days of the delivery date. -
Since we keep our online and wholesale streams of business completely separate, we are not able to help with any return or exchange requests for purchases made at our wholesale partners. Please consult with the store that you purchased the item from and they will be able to help you.
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Please note that we only accept returns on purchases made at full retail. Please email us at hello@jacksonrowe.com with the following information: Your order number, the reason you are returning the item
We will respond within 48 hours with a Return Authorization and an address label.
Please follow the instructions on the attachment carefully, making sure to affix the address label to the outside of your package and to include the item slip inside of your package.
Please make sure to include the item slip with your return, or your refund will be delayed.Once we've received and processed your return, you will be reimbursed for the full amount of your item, excluding original shipping costs.
While we offer free shipping on all orders over $150, the customer is responsible for the return shipping charges.
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Please note that we only allow exchanges on purchases made at full retail. Please email us at hello@jacksonrowe.com with the following information: Your order number, the reason you are returning the item, the item/size/style/color that you would like in exchange
We will respond within 48 hours with a Return Authorization, an address label, and an order number for your exchange order.
For the return, please follow the instructions on the attachment carefully, making sure to affix the address label to the outside of your package and to include the item slip inside of your package.
If these steps aren't followed, the shipment of your exchange order will be delayed.
Once we've received and processed your return, Customer Service will reach out to let you know that your return has been approved and that your exchange order has been shipped.
You will be provided tracking information for your new order at that time.
While we offer free shipping on all orders over $150, the customer is responsible for the return shipping charges.
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We take great care to inspect each item that leaves our warehouse, but sometimes defective pieces do squeak by!
Please email us right away at hello@jacksonrowe.com with a photo of the damage.If we have a replacement item available, we will ship it out to you at no charge.
If we do not have inventory of the item in question, we will refund your purchase.
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No, sorry. You can return your item and repurchase it at the discounted price, but we do not offer price adjustments of any kind.
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Once your return is received at our warehouse, your refund will be processed within 5 business days. You will receive a refund confirmation email when completed. Please note it can take up to 10 business days for the refund to show up on your account. If you do not see your refund in your account after 10 business days, please contact your financial institution.
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We all love a good deal!
We are happy to offer great pricing on some of our most sought-after styles, but we ask that you leave the discount codes at the door and save them for another purchase.
We reserve the right to cancel any order that uses a discount code on top of the sale price.
All sale items are FINAL SALE. No returns, no exchanges, and no refunds. No exceptions.
Sale prices and discount codes are NOT retroactive and will not apply to orders purchased before the item went on sale. No price adjustments are permitted.
We cannot combine shipments. Please place orders carefully.