FREE SHIPPING TO US/UK/CAN/AUS ON ORDERS OVER $40

Frequently Asked Questions


ORDER STATUS

I have not received any emails about my order, was it placed?

We send out an order confirmation email shortly after placing your order so that you can make sure to have a receipt. If you did not receive one, and it is not in your spam folder, it is possible the order was not fully placed or that your email was entered incorrectly. Please contact us via our email at contact@jadenbree.com and we’ll make sure it gets sorted out.

Where is my order?

Please check your inbox for a shipping confirmation email. If this doesn’t work, please contact us at contact@jadenbree.com We’ll need the name of the recipient, the email address used to place the order, and the order number. Once we have that, we will get back to you with additional details on your order status.

My package is missing, what should I do?

If you have not received your package in a timely manner, it may have been lost in transit or is stuck in customs. Please email us at contact@jadenbree.com so we can personally take care of your situation and get your items delivered ASAP! If your order is marked as delivered on the shipping company's tracking page, we are not responsible for missing parcels.

I received my order and noticed a mistake, how can I get it fixed?

If Jadenbree makes a mistake on your order, we will do everything possible to correct our blunder. Please contact us through our email contact@jadenbree.com with your name, order number, and what error occurred (pictures encouraged!) so that we can make it up to you ASAP. In case the mistake was on the customer's side, you will need to cover the costs of reshipment.

I entered the wrong address/engraving/color, can I change it?

Please email us right when the order is placed. We may be able to correct the address. But for product variants, colours or engravings, we are not able to change it after the order is placed.

SHIPPING

How long does shipping take?

Usually we'll ship your order within 2-5 business days from the time you placed it. It takes up to 10 business days per piece to be created due to its customized nature. After that, it will be shipped. During busy seasons it can take longer and shipping time estimates are always updated on your order page that you can access at any time.

International standard shipping generally takes about 2-4 weeks after your order is processed. We ship all of our packages out of United States, China or Russia, depending on the location from which you order. Exact shipping time is based on your proximity to those locations. We know folks are used to 3-day shipping. We'd love to get there, but due to our drop shipping model, this is not something we can pull off at the moment. But we constantly work on improving our business model and things can quickly change for the better. If we can find a sustainable and better solution, we'll do it and let you know!

Do you ship worldwide?

Yes! We ship to most countries in the world. Packages shipped to international addresses generally take 2-14 weeks to arrive after your order is processed. Note that often orders will be passed to and delivered by your country's local post office.

Christmas delivery policy

Unfortunately, if you order in December we cannot promise to deliver your orders on time for Christmas as the processes and routine checks by customs in your country are out of our control. This time of the year is super busy in the shipping industry, so please know that we do our very best to get your package to you as fast as possible!

RETURNS & REPLACEMENTS

What should I do if I receive the wrong item(s)?

We sincerely apologize about that and know you were eagerly anticipating your order. The disappointment of receiving the wrong order is certainly frustrating, so we want make this right for you as quickly as possible.

Please contact us through our email contact@jadenbree.com with your name, order number, a list of the item(s) you are missing and, if applicable, a picture of the wrongs items received.

I'm unsatisfied with my order, can I get a refund?

We're really sorry that we didn't meet your expectations! We do not issue refunds if there's no mistake on our end, especially with regard to products that were customized. However, if we have done any mistake in terms of your engraving or color choice we'll be happy to make up for our mistake and resend the correct order to you.

Please email us at contact@jadenbree.com with your request and detailed description of the situation.