Contact & FAQ
WE’RE HERE TO HELP
24 Hours or Less Response Time Excluding Weekends & US Holidays
ORDERS & SHIPPING
- Can I change/cancel my order?
- How long before my order ships?
All in-stock orders (both standard and expedited) are processed within 1-2 business days.
Note: If you place an order after 2pm EST on a Friday, your order may not be shipped until the following Monday.
- What forms of payment do you accept?
JayGodfrey.com does not accept checks, cash, money orders, or orders taken over the phone. Only one method of payment can be accepted per order.
- How much does shipping cost?
All orders receive FREE UPS Ground Shipping!
Expedited US Shipping is available for a flat-rate at checkout via these services. Please note this does not include our 1-2 business day processing time.
- UPS 2-3 Business Days: $18.00
- UPS Next Business Day: $28.00
Flat Rate Expedited International Shipping (3-5 Business Days) is available for these countries and regions. Please note that processing time can be up to 3 business days and these rates do not duties or taxes that may be applied at customs.
- Puerto Rico, Virgin Islands & US Minor Outlying Islands: $28.00
- US Pacific Island Territories: $38.00
- Canada & Mexico: $38.00
- United Kingdom: $48.00
- Australia, Peru, Germany, France, Spain & Italy: $58.00
Additionally Calculated Expedited International Shipping Rates are available in other international locations, and prices are determined at checkout based off location and weight. Please note that those rates do not include duties or taxes that may be applied at customs.
- UPS Worldwide Expedited
- UPS Worldwide Express
We continue working on updating our international shipping process to accommodate more countries at a more cost-effective rate. Sign up for our newsletter to stay updated for those changes: http://eepurl.com/Z2VKT
- What if an item I would like to purchase is Out of Stock?
Please note that not all items are re-stocked and we may be completely sold out.
- Where is my order?
- Where do you ship?
We have FREE Ground Shipping to the US, and offer expedited services to over 240 countries available through UPS. Please see our shipping rates above.
Please note that import fees, duties and taxes will be due at time of delivery for international locations.
For shipping inquiries on international orders, please call UPS International at 1-800-782-7892. You may also contact us at firstname.lastname@example.org.
- Can I include a gift receipt with my order?
We do not offer separate gift receipts at this time.
All orders arrive with a packing slip that omits the price of each product and includes instructions on how to make a return.
- Do you offer gift cards?
Yes! Please purchase gift cards here: https://jaygodfrey.com/products/gift-card
- Do we ship to PO Boxes or APO/FPO?
- What if my order was lost in transit?
If your tracking information shows that your package was delivered, but you have not received it, please contact UPS at 1-800-742-5877 to file a claim for the missing shipment. Note: we do not take responsibility for lost/missing packages that show successful delivery to the order address but will assist with any and all missing package questions or concerns.
- Can I get a price adjustment?
If you see a style that is advertised on one of our vendor’s sites that is lower than we currently offer, please reach out to email@example.com before your order is placed to receive a discount code to credit the price difference. We can only honor store credit if you reach out to us about price matching after you’ve already placed your order.
Refunds will be issued in the form of a store credit, and cannot be applied retroactively. Your store credit never expires, and can be deducted using the store credit code given to you upon approved price adjustment.
- Do you charge sales tax?
We collect sales tax on all orders shipped to New York State.
Please note that tax calculations are based on the state and county shipping address on your order, as well as item price/classification.
RETURNS & EXCHANGES
- What is your return policy?
Returns for a full refund must be requested within 15 days of your original order and delivered to our facility within 30 days of your original order. Please use our Returns Dashboard to request a FREE return shipping label. Upon inspection that merchandise is unworn, undamaged, and still has all original tags, a refund will be processed within 10 business days on to the original payment method.
*PLEASE NOTE DUE TO COVID-19, RETURN PROCESSING IS DELAYED. PLEASE ALLOW 30 DAYS FOR REFUND TO BE ISSUED. WE APOLOGIZE FOR THE INCONVENIENCE*
Please note we do not currently accept international returns.
How do I start a Return?
To request a return, simply navigate to: returns.jaygodfrey.com. Enter the email you used to place the order you’d like to return, select the items you’re shipping back and why.
Once completed, we’ll send you a prepaid shipping label with return instructions within 24 business hours of request (this does not affect your return window). Returns must then be shipped and delivered to our warehouse within 30 days of the original order.
- Can I return a final sale item?
All FINAL SALE purchases cannot be returned. Return requests on final sale merchandise will not be accepted. Merchandise is clearly marked on the collection, product, cart, and checkout pages.
- When can I expect my refund?
Refunds will be made to original payment method less any expedited shipping costs made on the original order within 10 business days of return delivery to our facility. A confirmation containing refund details will be emailed to you in the form of an automated Credit Memo.
Please note that once processed on our side, refunds can still take 3-5 business days to appear back on your original payment method.
- How do I exchange something?
We are excited to announce that as of March 2019 we are now accepting exchanges through our returns platform: returns.jaygodfrey.com
Please select the item that you would like to exchange from your original order through our returns system. Once selected we will create a return for your original style and send you a FREE return shipping label. Once you have dropped off your return and it has been scanned by UPS, your exchange product will be packed and shipped to the shipping address from your original order (unless otherwise noted).
Please note that our exchange policy is the same as our return policy: it must be requested within 15 days of your order, and delivered back to our warehouse within 30 days of your order. Please ensure that items are unworn, unwashed, and undamaged. Note: All returned items must be unaltered and include any original packaging, including all tags that came with. If we receive your exchange return item in a non-resalable condition we reserve the right to charge you for the requested exchanged style.
If you have any questions about our new exchange program, please email firstname.lastname@example.org
- What if my item is damaged, defective, or incorrect?
If you have received a damaged, defective or incorrect item, contact email@example.com with a photo of the damage or the wrong item you received, as well as your order number. We’ll take care of you right away!
PRODUCT, SIZING, & ALTERATIONS
- What Size am I?
A link to a Size Guide with detailed product measurements is included on each product page. As a note, measurements are taken in inches and while the garment is lying flat, so some measurements (i.e. waist, chest etc) will need to be doubled to determine the circumference. We recommend comparing these measurements to a similar item that you already own.
Additional style and fit details are included in the Details and Descriptions sections on each product page.
If you need more help, our team can answer all your questions on sizing and fit -- send us a note at firstname.lastname@example.org and include your typical size ad measurements and we’ll provide individualized advice. If the fit doesn’t work out the first time, remember, returns and exchanges within the US are always free.
Remember to check out our FREE Alterations program to help you find the perfect fit!
- How do I care for my item?
- What is your Alterations Program?
Check out our Alterations page for more info!
- Can I participate in the Alterations program if I purchased a style at another store or site?
- What if you’re out of my size?
Please note that we do not restock all styles. For specific requests please email us at email@example.com.
- Where can I update my account information or reset my password?
- How do I unsubscribe or change my email preferences?
If you are a subscriber to the JG Newsletter and want to update your settings or unsubscribe please find the latest campaign email and navigate to the footer where you’ll find both “Unsubscribe” and “Update Settings” links.
- What’s Jay Godfrey’s Phone Number?
Send us an email (firstname.lastname@example.org) and we’ll do our best to get back to you as soon as possible.
Make sure to include any relevant details like an order number, account email, photos, or anything else that will help us answer your question.