What is the status of my order?

Once your order has shipped, you will receive a Shipment Confirmation email containing your tracking number(s). The tracking number will be active within 24 hours. Deliveries do not require a signature at the time of delivery and will be left at the location if no one is present. Please note Jones New York will not be responsible for delivery delays due to unforeseen circumstances beyond our control, such as delays due to carrier related issues, severe weather, natural disasters or strikes.

Can I change or cancel my order?

We fulfill orders quickly, and once your order has been processed in our system, it cannot be cancelled or changed. This generally occurs within four hours of placing your order. To request an order cancellation, contact us IMMEDIATELY at customerservice@jny.com .

Do you offer pricing adjustments?

At JNY.com, we are committed to offering you the best possible prices. Please note that we are unable to match prices from auction and outlet stores or websites, as well as other retailers' discount promotions, shipping offers, gift card, credit card, and loyalty program offers. Final Sale items are neither returnable nor eligible for price adjustments.

How do I enter a promo code?

Offers are valid on specific categories listed in the email as well as the fine print. Promotional codes cannot be combined with other offers or promotions. Offers are not valid at retail stores, boutiques, or other online retailers. To redeem discounts, promo code must be entered at online checkout. Taxes and shipping are excluded from discount. No adjustments to prior purchases. Not valid for cash.

How do I determine if an order is Final Sale?

Items indicated as “Final Sale” at the time of purchase are not eligible for return, exchange or merchandise credit.

Do you offer free shipping?

We offer free shipping on orders $99 or more. This free shipping option will automatically appear on qualifying orders. Offer valid on orders of $99+ after discounts are applied (excluding taxes and shipping charges). 

We offer $4.95 flat-rate standard shipping on all other orders. Shipping cost for Express shipments is $14.95 and Next Day is $24.95. All orders are shipped via UPS or US Postal Service. 

How long will it take to get my order?

Most orders deliver within 5-10 business days with 99% of orders delivering within 5 days, excluding weekends and federal holidays. Our business days are Monday thru Friday, excluding federal holidays within the United States. Please allow additional processing time for orders placed during sale promotions and on or around federal and U.S. holidays.

We try to send out your order confirmation email within moments of you placing an order. If you do not receive an order confirmation email within 12 hours of placing your order, please check your spam to make sure it has not ended up there. If you are still unable to locate your order confirmation, please contact our customer service team to retrieve the order information and ensure an order has been placed.

How long does delivery take?

Most orders deliver within 5-10 business days with 99% of orders delivering within 5 days, excluding weekends and federal holidays. Expedited orders placed after 12:00 noon CST will ship via UPS on the next business day given item availability and payment verification. 

Do you ship to P.O. boxes, APO and freight forwarding addresses?

All orders are shipped via UPS. UPS Ground deliveries do not require a signature at the time of delivery and will be left at the location if no one is present. Jones New York DOES NOT currently ship to PO BOXES and APO/FPO/DPO addresses.

Are there any shipping restrictions?

We’re unable to ship to U.S. Territories and P.O. Boxes at this time.

We currently do not offer international shipping.

What if my package is lost or stolen?

If you're unable to locate your order, please check with neighbors and alternate delivery locations, i.e. back porch. Next, verify the ship-to address on your order. To initiate a lost package investigation, please contact our customer service department at 1-855-562-1835. Please allow 7 - 14 business days for the UPS investigation and for Jones New York to contact you for next steps.

Do I need to sign for my order?

Deliveries do not require a signature at the time of delivery and will be left at the location if no one is present. Please note Jones New York will not be responsible for delivery delays due to unforeseen circumstances beyond our control, such as delays due to carrier related issues, severe weather, natural disasters or strikes.

How do I return or exchange an item?

We accept returns of all new, unworn and unaltered merchandise purchased from JNY.com, with original tags attached. Returns must be received within 30 days of the original purchase date and must be accompanied by the return slip generated from the Online Returns Center or return slip that came with your order.  If you elect to ship your return without the $7.00 processing, we are not responsible for loss or damage to the product during transit. We recommend tracking your package to ensure delivery and protect the shipment in case of loss or damage. 

We do not offer exchanges at this time. You will need to return the unwanted item and place a new order for the replacement to guarantee availability. 

What is your return policy?

Need to make a return? No problem. We accept returns of all new, unworn and unaltered merchandise purchased from JNY.com, with original tags attached. Returns must be received within 30 days of the original purchase date and must be accompanied by the return slip generated from the Online Returns Center or return slip that came with your order.  If you elect to ship your return without the $7.00  processing fee, we are not responsible for loss or damage to the product during transit. We recommend tracking your package to ensure delivery and protect the shipment in case of loss or damage. 

Please note that shipping fees are non-refundable and final sale merchandise (merchandise with a .88 cent price ending) may not be returned or exchanged. 

Processing Time
Once your package is received, a refund will be credited based on our return policy. Refunds are issued in the original form of payment within 5 business days of receiving your return. Though we process your credit immediately, please allow one to two billing cycles for the transaction to appear on your statement. You will receive an email notification upon the completion of processing for your return or exchange.

Will I be refunded the full value of my order?

Prompt refunds are issued in the original form of payment. Though we process your credit immediately, please allow one to two billing cycles for the transaction to appear on your statement. You will receive an email notification upon the completion of processing for your return. Please note you will be refunded the product cost only, fees for shipping are not refundable, and clearance and final sale items cannot be returned or exchanged. 

Are returns free?

If using our prepaid return label, $7.00 will be deducted from your return credit amount. Refunds are issued in the original form of payment within 5 business days of receiving your return.

If you elect to ship your return without the optional $7.00 flat rate shipping label, we are not responsible for loss or damage to the product during transit. We recommend tracking your package to ensure delivery and protect the shipment in case of loss or damage.

What payment methods do you accept & is it secure?

We accept Visa, MasterCard, American Express, Discover, and PayPal. We only charge you after your order ships.

Is my personal information kept private?

While we strive to protect the security and integrity of the information provided to us, due to the inherent nature of the Internet as an open global communications vehicle, we cannot guarantee that information, during transmission through the Internet or while stored on our system or otherwise in our care, will be absolutely safe from intrusion by others, such as hackers.

In the unlikely event that we believe that the security of your Personal Information in our possession or control may have been compromised, we may seek to notify you of that development. If a notification is appropriate, we will endeavor to do so as promptly as possible under the circumstances, and, to the extent we have your e-mail address, we may notify you by e-mail. Unless you provide us with another method to notify you in this situation, you consent to our use of e-mail as a means of such notification.