Let get straight to the FAQs!
SHIPPING:
How will my order be shipped?
All orders will be shipped via UPS (or USPS for international shipping.) All products are calculated and weighed directly through the carrier, pricing is accurate.
It's been longer than 8 BUSINESS days and I still do not have my order. Where is it?
JWL The Brand wants to keep a prompt and tentative delivery for everyone who shops with our small business. However, please keep in mind that processing and shipping times are two different times.
Processing times are: 3-7 BUSINESS days
Shipping times are: 4-8 BUSINESS days
With that being stated, please expect to receive your goodies between 3-15 BUSINESS days after successfully purchasing.
What is considered a business day?
A business day means any day except any Saturday, any Sunday, or any day which is a legal holiday or any day on which banking institutions are authorized or required by law or other governmental action to close.
When will my order ship out?
We are currently processing at 4-8 BUSINESS days. This does not include holidays &/or weekends. Once your order is placed, a confirmation email will be sent to your email. After your order has shipped, you'll receive a notification of shipment by email. After shipment email is sent, all inquiries should be disclosed with your selected carrier, as the actual shipping/delivery process will be out of our control. For larger orders (orders with 30+ goodies) please allow an additional 1-4 BUSINESS days of processing time, if applicable.
Can I pay for faster shipping?
Yes! However, to expedite the shipping of your order, please choose any of our priority or express shipping options at the time of checkout. After your order has been processed and fulfilled, we will then ship the order to you with the chosen shipping option. We do offer a rush fulfillment for the time being.
**IMPORTANT MESSAGE**:
When paying for an expedited form of shipping, you are paying for the shipment to be expedited, NOT the processing of the order.
My product &/or package is damaged, leaking, broken, etc. What should I do?
Once a package leaves our fulfillment center, the carrier you chose at checkout holds full responsibility of your package. For leaks, broken bottles, damaged packages, etc. please contact the carrier you chose at checkout as we do not send broken products to our customers. We take every precaution (bubble wrap, heat seal, fragile stickers, etc.) to ensure that your order arrives to you safely.
My tracking shows delivered, but I can't locate my order. What do I do?
Contact your local postal office immediately. We do not deliver your package and we also do not have control on where it gets delivered. Once your package leaves our fulfillment center, the carrier that was decided upon checkout holds full liability of said package. JWL The Brand is not responsible for lost, missing, stolen, and/or damaged, packages/products.
My package was sent back to JWL The Brand, what should I do?
If your package was returned back to us or is being returned back to us, we must first wait to have possession of the package before proceeding with the issue. Once your package is in our possession, we will then invoice you via email for the cost to reship your order. We will not be offering refunds on packages sent back to us. Please make sure that all information entered at checkout is accurate.
INTERNATIONAL CUSTOMER FAQs:
Do you offer shipping outside of the USA?
Yes, we offer international shipping!
What shipping option should I pick?
Please select UPS as the carrier for the most reliable delivery. If selecting USPS as the carrier, choose one of the following: Priority Mail Express International or Priority Mail International. These USPS shipping options are the only ones that issue guaranteed tracking numbers.
Will JWL The Brand pay or reimburse any charges in regards to my package?
Any charges, customs duties, import fees, taxes, etc. are the sole responsibility of the customer. JWL The Brand is not responsible nor will be held liable for any fees pre/post shipment. If these fees are not paid by the buyer and a package is returned to us, you will be required to pay a restocking fee if the product is not wanted or a second shipping fee to reship your package.
What currency are your prices in?
All prices are primarily in USD ($) but there is a currency converter readily available for our loves outside of the US. It will be located in either the task bar (the three lines), on the left or right side of your browsing page, or at the very bottom of your browsing page.
What is the current processing time for international orders?
Please allow 8-14 BUSINESS days for processing of all international orders.
RETURNS/REFUNDS/EXCHANGES/CANCELLATIONS:
Can I return/refund/exchange/cancel my order?
JWL The Brand has a very strict "no returns, no refunds, no exchanges, or no cancellations" policy. Due to the nature of our products, they will not be accepted back as an exchange or a return. Our goodies are subjected to multiple variables on the consumer's end, whether it may be storage conditions or misuse of our product, we will not be offering returns, refunds, or exchanges.
I made a mistake and ordered something that I did not want or do not need. Can I have a refund?
Due to the nature of the products that we make, if you accidentally ordered something you did not want or did not like/need, we do not offer refunds or exchanges.
Can I add or take something off of my order?
After an order has been placed, we cannot adjust, add or remove any items from that order. Our warehouse fulfills orders in an efficient, chronological manner. All orders are dispersed amongst our team members and are on the floor being worked on all at once. We would be unable to halt fulfillment to locate an order for adjustment for this reason.
I accidentally entered an incorrect address at checkout, how do I fix this?
If you entered an incorrect address at checkout, please notify us within 24 hours of placing your order or your order may be fulfilled with an incorrect address and shipped to an incorrect location. When sending the email, please insert on the subject line: ADDRESS CORRECTION so that we may know that there is a need to update your address. Please include your order number in the email text as well, so that we may know which order to correct. We will NOT offer refunds if your package is shipped to an incorrect address that you provided us with.
DISCOUNT/PROMO CODES:
Do you offer bulk discounts or wholesale?
Yes, we do offer bulk discounts for larger orders. However, at this time, we do not offer wholesale.
Can I use a discount/promo code?
All discount codes can be used on orders that are applicable to the specific codes and are subjected to be used at the discretion of JWL The Brand. Some discount codes have expirations on them, so try to shop accordingly when the codes are revealed! Discount codes are not able to be stacked or combined on orders.