Ordering

How long will it take for my order to ship?
Orders that are placed before noon MST on weekdays usually ship the same day. Delays occasionally happen, so please allow up to 48 hours for your order to ship. Orders placed after noon MST on Friday will not ship until Monday afternoon.

How do I change or cancel my order?

Please give us a call during our customer support hours. We can be reached at 1-800-336-8314. Outside of customer support hours, please forward your confirmation email along with a description of the issue to info@jaxgoods.com and we will make every effort to accommodate your request.

What happens if a product on my order is out of stock?
We will contact you as soon as possible to inform you if a product you have ordered is out of stock. In this circumstance your order unfortunately has to be partially or fully canceled with the respective refund processed within 48 hours. We apologize for the inconvenience this may cause.

Why did my shipment not contain an invoice?
To conserve resources we do not include a paper invoice in shipments. You will receive an order confirmation email with a digital invoice. If you require a PDF receipt, please forward your confirmation email to info@jaxgoods.com requesting a digital invoice.

Are all of the products you carry in-store also available on the website?
No, the website does not indicate every product JAX carries. While we are constantly adding new products to our website, please visit one of our store locations for the best selection.

I’ve bought a product from a JAX store in the past, why can’t I find it on the website?
This website does not list every product JAX carries.

Where's my order confirmation?
Your order confirmation is emailed, please check your spam, junk or all-mail boxes. Sometimes our emails are filtered out of your main inbox and put into other folders. If you did not get to the “Thank you for your Order” page with your order number on it chances are the order was never placed. Please call 1-800-336-8314 or email info@jaxgoods.com to verify. If your order was placed, we can resend your email confirmation.

How can I return or exchange my items?
To return or exchange, please email info@jaxgoods.com, include your order number and list the products you would like to return or exchange. Someone from our customer service team will reply to you with the shipping label format to send back the product(s). Please visit our Return Policy page for more details.

Payment

What methods of payment are accepted?
Credit, debit, PayPal, and Venmo. We accept payment with US credit cards: Visa, MasterCard, American Express or Discover cards, as well as US PayPal accounts. Currently gift cards cannot be used on JAXGoods.com, we apologize for the inconvenience.

How safe is my credit card information when I send it to you?
Our credit card processing system is safe and secure. We utilize industry leading DSS PCI compliant card processing - the standard set by banks across the nation - to ensure your credit card information is private. For your safety, JAX does not retain your credit card number.

Why was my card declined?
There are a few potential reasons your card was declined:

• A typo on the cardholder's name/card number/expiration date/CVV code
• Billing address does not match your banks records
• Insufficient funds

Do you have any coupon codes I can use to get a discount on my order?
Currently, coupons can only be used at JAX store locations. Join JAX Rewards and subscribe to our newsletter for in-store coupons, sales, and events updates.

Why am I being charged Sales Tax?
We are required to collect sales tax on orders shipping to addresses in Colorado, Wyoming or Iowa.

Can I redeem my JAX gift card on my web order?
Gift cards cannot be used on JAXGoods.com, we apologize for the inconvenience. However, they can be ordered and used for any in-store purchase. Customers with gift cards that reside in another state can contact info@jaxgoods.com or call 800-336-8314. In this case, we can refund the amount of the gift card to your credit card after an order is placed.

When will my refund show up in my account?
For credit or debit purchases, please allow up to 10 business days for refund transactions to clear. When a refund is processed you will receive an email confirmation and a transaction ID number. You can reach out to your bank with this ID to check on a pending refund. PayPal refunds will be received immediately, but if linked to a credit card can show as pending on a similar time frame. For any question relating to your refund please contact us.

Shipping

My shipping address is in Colorado or Wyoming and the website says I can only order for pick up, why is this?
Due to sales tax rules in the state of Colorado and Wyoming, effective June 1, 2019, purchases made online can only be shipped to addresses within JAX's current tax jurisdictions in Cheyenne, Fort Collins, Loveland, Lafayette, and Broomfield. Customers in the state of Colorado or Wyoming who do not have shipping addresses within the listed zip codes may still opt for in-store pickup at any JAX store location when making a purchase on the JAX website.

Do you ship to California?
No. We are currently unable to comply with the necessary documentation and therefore cannot ship to California. For more information go to P65Warnings.ca.gov.

I did not receive all the items in my order. Where is everything?
Your order may have shipped from multiple locations. Please check your confirmation email to view each item and corresponding tracking number. You will not be charged any additional shipping costs, but your packages may arrive at different times. If one or more products in your order are found to be out of stock, this may also explain not receiving your full order. If this is the case you will be contacted by a customer service representative concerning full or partial cancelation.

Do you offer Free Shipping?
Currently we do not offer any free shipping promotions.

How long will it take for my order to get to me?
Most orders will arrive within 2-5 business days, depending on where you live and where your order is shipped from. If you need to receive your items sooner, you can select of FedEx 2-Day or Overnight shipping options at checkout. Orders sent to a PO Box will ship via FedEx SmartPost, thus increasing transit time as FedEx hands-off the shipment to USPS to complete delivery. We do not have the ability to send express packages (FedEx 2 Day or Fedex Overnight) to PO Box addresses.

What shipping service does JAX use?
Your order will ship through FedEx. Expedited shipping is also available and will ship via FedEx Express. If you'd like to ship to a PO Box, FedEx SmartPost will be utilized.

Where is my order shipping from?
Your order will ship from one or multiple of our store locations in Colorado, Wyoming or Iowa.

The box my shipment arrived in looks like it was previously used, why is this?
As part of our conservation efforts, sometimes we ship using recycled packaging. If you feel the packaging does not meet your standards, please take a photo of the shipment and send it to info@jaxgoods.com.

Do you ship internationally?
No, we do not ship internationally.

Do you ship to frieght forwarders?
No, we do not ship to freight forwarders.

Store Pickup & Mic.

Can I pick up my order in your store?
Yes. If you select store pickup please allow up to a week to receive an email notification stating your order is ready for pickup. If one or more of your purchased products are not currently available at your desired pickup location, a transfer will be arranged from another JAX store. If all the products in your order already exist at your desired pickup location you can expect an email notification stating your order is ready for pickup within 24 hours. If you need your products faster please call or visit our store.

The only store where I can pick up my item is in Ames, IA, what can I do?
Unfortunately, we are unable to transfer items from our Ames store location to our stores in Colorado and Wyoming. As such, these items will need to be shipped to you. If you do not live in an area that we can ship to but would be able to pick the item up at a JAX store, you may enter the address of the store that is most convenient as your shipping address. In this case, you will be refunded a portion of your shipping costs as it is cheaper to ship to a business than a private residence.

Does JAX offer a military or first responder discount?
Yes! JAX offers all military veterans and active military 5% off their in-store purchases with a valid ID. JAX also offers all active first responders 5% off their in-store purchases with a valid ID. Offer not valid on gift cards, firearms, licenses, fuel, or services. Unfortunately we cannot currently offer this discount for online purchases.

Can you mail me JAX stickers?
Yes! We love to send stickers to our customers! Please send us an email at info@jaxgoods.com with your name, address, and a list of your favorite outdoor activites (chances are we have a sticker that relates!).

I am still unsure of something or did not find these answers helpful, who can I contact for more information?
Please reach out to a Customer Support Representative with any questions, comments or concerns. We are available by phone Monday - Friday from 9 AM - 5 PM MST at 1-800-336-8314 or by email: info@jaxgoods.com. (Please note Customer Support is closed on New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving Day, and Christmas Day).