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 $200 before tax receive free shipping in Canada + the USA.
CANADA
BC: Shipping within BC for an order below $200 is $15.
Rest of Canada: Shipping to the rest of Canada for an order under $150 is $25.
USA
Shipping for an order under $200 to the US is $30.
INTERNATIONAL
Shipping for all orders is $60.
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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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All sales are a final sale, meaning no refunds or exchanges.
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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.
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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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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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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.
Product Care
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Modal is known for being a super soft, breathable, and colour-fast material. You may sometimes notice variations in the colour of the fabric, such as spots or creases when you first take the item out of the bag but do not worry! Give the piece a machine wash (cold or warm water), and then a thorough tumble dry on medium heat. This process will relax all the fabric fibres, which will bring out the uniform colour and smooth consistency that the modal is known for. All that's left to do? Put that piece on and tell yourself you look beautiful today!
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Those cozy knit sweaters and breezy linen pieces love a good cold wash in the washing machine (better yet, place them in an individual mesh laundry bag to keep them extra safe!) Hang dry away from direct heat, That's it! Now show off what you've got!