Take a look at our commonly asked questions below to find an answer to your query. Can’t see an answer to your question? Get in touch with our customer support team here.
Orders & Payment
You can find questions about your order and types of payment here.
What methods of payment do you accept?
For online payments, we accept all major credit cards and Jaxen Grey gift cards. For in-store purchases, we accept all major credit cards, Jaxen Grey gift cards, and cash.
Where can I find my order number?
If you made a purchase online, you can find your order number on your order confirmation email. Click the link in any of your confirmation or tracking emails to start a return. If you purchased in-store, your order number is listed at the top of your receipt.
Do you offer price adjustments?
We’re happy to offer price adjustments on full-priced items within 10 days of the original purchase date if the item’s price is reduced by the manufacturer. To qualify for a price adjustment:
- The item must be in stock in the same size and color as your original purchase.
- The price adjustment applies only to full-priced items and does not include discounted or sale items.
To request a price adjustment, please contact our customer service team, and we’ll be happy to assist you.
Tracking & Shipping
You can find questions about our shipping and tracking here.
What shipping carriers do you use?
We use USPS or UPS for all online orders.
How long will my order take to ship?
Packages usually take 2-7 business days to ship.
What countries do you ship to?
Currently, we only offer shipping domestically in the U.S.
When will my order ship?
Processing orders can take 3-5 business days before they ship out. You will receive a shipping confirmation email once the order ships along with your order's tracking information. Please allow for extra order processing time during peak holiday season and understand shipping rates and promotions are subject to change during this time.
Where is my order?
When logged into this site, you can monitor the status of your order on your Account page. To find your tracking number, please refer to the email you've received from Shipstation.
How do I track my order?
All orders are shipped via USPS Priority Mail or UPS Ground. Orders can take 1-3 days to be processed before shipping. Tracking is provided through an email confirmation following order fulfillment.
My package says delivered but I don't see it, what should I do?
At Jaxen Grey, we require customers to report missing packages within 45 days of the carrier's reported delivery date. To report, confirm the delivery status via the carrier's tracking, check your surroundings, and then contact our customer service with your order details. Our team will investigate with the carrier, keeping you updated and resolving the issue with a replacement or refund if necessary. Note, Jaxen Grey isn't responsible for losses due to incorrect address input by the customer. For future orders, update your delivery preferences and information to prevent issues. Contact our customer service via email or phone for assistance or to report a missing package.
How long should I wait before reporting a missing package?
Please allow 48 hours beyond the expected delivery date before reporting a missing package, as carriers sometimes mark packages as delivered before they arrive.
CONTACT US
Can't find what you're looking for?
If you can't find the answer to your question in our FAQs, you can contact our customer support by filling out the contact form.