Customer Service Policy – Jansnport.com

At Jansnport.com, we are dedicated to providing an exceptional shopping experience for every customer, from the moment you browse our collection to long after you receive your order. This Customer Service Policy outlines our commitments to support you, address your concerns, and ensure your satisfaction with our products and services.

1. Contacting Our Customer Service Team

We’re here to help whenever you need assistance. You can reach our friendly and knowledgeable customer service team via:

  • Email: Send your questions, feedback, or requests to [email protected]
  • Response Time: We aim to reply to all emails within 24-48 business hours (excluding weekends and major holidays). For urgent matters, please include “URGENT” in your email subject line, and we will prioritize your inquiry.

2. Order Management & Tracking

Order Confirmation

Immediately after placing an order, you will receive an automated email confirmation containing your order number, item details, shipping address, and total cost. If you do not receive this email within 1 hour, please check your spam/junk folder or contact us to verify your order status.

Order Tracking

Once your order is shipped, we will send a second email with a unique tracking number and a link to our shipping partner’s website. You can use this tracking number to monitor the progress of your delivery in real time. If tracking information is not updated within 3 business days of shipment, please reach out to us for assistance.

Order Modifications/Cancellations

We understand plans may change. To modify or cancel an order, please contact us within 12 hours of placing the order—we cannot guarantee changes or cancellations after this window, as orders are processed quickly to ensure timely delivery. If your order has already been shipped, you will need to follow our return policy (outlined below) once you receive the item.

3. Returns & Refunds

We want you to love your Jansnport purchase. If you are not completely satisfied, we offer a hassle-free return policy:

Eligibility

  • Items must be returned within 30 days of delivery (as confirmed by tracking).
  • Items must be in their original condition: unused, unwashed, with all tags and packaging intact (e.g., dust bags, product labels).
  • Customized or personalized items are non-returnable, unless they arrive damaged or with a manufacturing defect.

Return Process

  1. Send an email to [email protected] with your order number, the item(s) you wish to return, and the reason for return.
  2. Our team will respond with a pre-paid return shipping label (for eligible returns within the U.S.) and detailed instructions.
  3. Pack the item(s) securely and attach the return label. Ship the package back to us—we recommend keeping a copy of the shipping receipt for your records.
  4. Once we receive and inspect the returned item (typically 3-5 business days after delivery to our warehouse), we will process your refund.

Refund Timeline

Refunds will be issued to your original payment method within 5-7 business days of inspection. Please note that processing times may vary depending on your bank or credit card provider.

4. Damaged or Defective Items

We take pride in the quality of our products. If you receive an item that is damaged during shipping or has a manufacturing defect:

  1. Contact us within 7 days of delivery with your order number, clear photos of the damage/defect, and a description of the issue.
  2. Our team will review your claim and provide a solution—either a free replacement (if the item is in stock) or a full refund (including original shipping costs).
  3. For damaged items, we may request you to return the product (with a pre-paid label) so we can investigate and improve our quality control processes.

5. Privacy & Data Protection

Your privacy is important to us. We will never share your personal information (e.g., name, email, shipping address, payment details) with third parties without your explicit consent, except as required to process your order (e.g., with our shipping partner) or comply with legal obligations. For more details, please review our(link to privacy policy, if applicable).

6. Feedback & Continuous Improvement

We value your opinions—they help us grow and enhance our services. If you have suggestions, compliments, or concerns beyond what is covered here, please email us at [email protected]. We review all feedback regularly and use it to improve our product selection, website experience, and customer support.

At Jansnport.com, your satisfaction is our top priority. We strive to resolve every issue fairly and efficiently, and we appreciate your trust in our brand. If you have any further questions about this policy, please do not hesitate to contact us.