Shipping policy

Where we ship

We deliver to all 50 US states, including PO Boxes. At the moment we can't ship to US territories such as Puerto Rico or Guam, to APO, FPO or DPO military addresses, or to any address outside the United States.

Shipping cost

Shipping is free on every order, with no minimum spend. Every order is sent with tracking.

The price you see at checkout is the total you pay. There are no customs duties, import taxes or extra fees to pay when your order arrives.

Processing time

Orders are processed in 1 to 2 business days. Our daily order cutoff is 2pm ET. Orders placed before 2pm ET on a business day start processing that same day, and orders placed after 2pm ET start processing the next business day.

Business days are Monday to Friday, not including US federal holidays. Orders placed on a weekend or holiday start processing the next business day.

Delivery time

Once shipped, orders are delivered in 5 to 9 business days. Your total time from order to doorstep is usually 6 to 11 business days.

If your order contains several items, they may arrive in separate packages. You will get tracking for each one.

These timeframes are estimates rather than guarantees. Bad weather, carrier backlogs and busy times of year such as the holidays can occasionally slow a delivery down. If we find out your order is running significantly late, we'll email you to let you know.

Tracking your order

When your order ships, we email you a tracking link. You can also check the status on our Order tracking page using your order number and email address.

Late, lost or damaged orders

Late orders: If your order still hasn't arrived 15 business days after it ships, email support@jacksonandashley.com with your order number and we'll look into it with the carrier.

Missing packages: If tracking shows your order as delivered but you can't find it, first check with anyone else at your address, your neighbors and your local post office. If it's still missing, contact us within 7 days of the marked delivery date and we'll investigate.

Damaged packages: If your order arrives damaged, email us your order number and photos and we'll arrange a replacement or refund.

Wrong address

Please check your shipping address at checkout. If you spot a mistake, email support@jacksonandashley.com as soon as possible and we will update it if your order hasn't been processed yet. Once it's being prepared to ship, we can't guarantee changes, and we aren't responsible for orders delivered to an address entered incorrectly.

Cancellations

To cancel, email support@jacksonandashley.com with your order number as soon as possible. Orders are often processed quickly, so once yours is being prepared to ship we may not be able to cancel it. If that happens, you can use our returns process once it arrives.

Questions

Email support@jacksonandashley.com or call +1 (917) 764-1369, Monday to Friday, 9am to 5pm ET. We reply within one business day.

Jackson & Ashley, 19-50 Steinway St, Astoria, NY 11105, USA