Return Policy
RETURN POLICY
Refund and Exchange Policy
At JORDAN CRAIG, we are committed to providing quality products and services. We understand that sometimes things don’t work out, so we launched Neighborhood Watch to ensure your satisfaction. Please read our refund and exchange policy carefully to understand your rights and obligations.
Neighborhood Watch
JORDAN CRAIG is offering a way to give you the best possible refund and exchange policy. Neighborhood Watch gives you the ability to return unwashed, unworn (aside from trying it on), unaltered, or defective merchandise with all garment tags and original packaging where possible, within 30 days of the purchase date. All returns are subject to verification of the original sale, and JORDAN CRAIG reserves the right to limit returns. Neighborhood Watch gives you the ability to return or exchange items that are Final Sale and No Return. In addition, if your order in the event it is lost, stolen, or damaged you are eligible to have the exact same products re-shipped to you once. It covers all the items in your order except warranties, Neighborhood Watch, shipping costs, taxes, Customs fees & duties. If you purchased Neighborhood Watch and want to return an order that included a mystery box, please email [email protected].
By default, Neighborhood Watch protection will be included in your cart by default. By unchecking the toggle and opting out of protection, your return and exchange options are limited and fees relating to returns or exchanges may apply. JORDAN CRAIG highly recommends purchasing Neighborhood Watch.
Return Policy
For customers who are making their first, second, or third purchase on jordancraig.com, JORDAN CRAIG does not offer returns unless you purchased Neighborhood Watch. If you were sent defective merchandise, you may be eligible for a free exchange (see Defective Merchandise).
For customers who are making their fourth purchase or have purchased more than four times on jordancraig.com with the same email address, JORDAN CRAIG offers the ability to return any item for a $12.99 reprocessing fee for most orders. If an order includes a Mystery Box, you will not be able to file a return for that order. JORDAN CRAIG recommends purchasing Mystery Boxes as their own order. In addition, items marked FINAL SALE or No Returns are ineligible to be returned. For orders that are eligible, we will accept unwashed, unworn (aside from trying it on), and unaltered within 30 days of the purchase date. All returns are subject to verification of the original sale, and we reserve the right to limit returns. Items must not have any signs of wear or damage (pet hair, dust, mud, alterations, odors, etc.). If a return does not meet our requirements, we reserve the right to refuse and discard the items without providing a refund.
For True members, they are eligible to receive free returns on all orders. If JORDAN CRAIG determines that a True member is taking advantage of the policy, JORDAN CRAIG retains the right to revoke their free returns. True members have the ability to return orders with Mystery Boxes as well as Final Sale and No Return items.
Exchange Policy
For customers who are making their first, second, or third purchase on jordancraig.com, JORDAN CRAIG allows exchanges. If you purchased Neighborhood Watch, you will be eligible for a free exchange. If you did not purchase Neighborhood Watch, you are eligible to make an exchange on most orders and products. You will be charged a non-refundable $19.99 restocking fee for each time you request an exchange. If an order includes a Mystery Box, you will not be able to file an exchange for that order. JORDAN CRAIG recommends purchasing Mystery Boxes as their own order. In addition, items marked FINAL SALE or No Returns are ineligible to be exchanged. The item(s) being exchanged must have been delivered unwashed, unworn (aside from trying it on), unaltered, include all garment tags, and be sent back within 30 days of the purchase date. If an exchange does not meet our requirements, we reserve the right to refuse the exchange and give you the $19.99 in store credit instead of shipping you an exchanged product.
For customers who are making their fourth purchase or have purchased more than four times on jordancraig.com with the same email address, JORDAN CRAIG offers the ability to return most items for a $12.99 reprocessing fee. The $12.99 reprocess fee will be applied to all requests. If an order includes a Mystery Box, you will not be able to file an exchange for that order. JORDAN CRAIG recommends purchasing Mystery Boxes as their own order. In addition, items marked FINAL SALE or No Returns are ineligible to be exchanged. We will accept unwashed, unworn (aside from trying it on), unaltered, or defective merchandise with all garment tags and original packaging where possible, within 30 days of the purchase date. All exchanges are subject to verification of the original sale, and we reserve the right to limit exchanges. Items must not have any signs of wear or damage (pet hair, dust, mud, alterations, odors, etc.). If an exchanged item does not meet our requirements, we reserve the right to refuse and discard the items without providing a refund. If an item does not reach JORDAN CRAIG, you will not be eligible for an exchange. If a restocking fee was paid, it will be converted to store credit.
For True members, they are eligible to receive free exchanges on all orders. If JORDAN CRAIG determines that a True member is taking advantage of the policy, JORDAN CRAIG retains the right to revoke their free exchanges. True members have the ability to return orders with Mystery Boxes as well as Final Sale and No Return items.
For all exchanges, a customer may only make one exchange per item. If you used a discount for a product and are exchanging the product, the value of the exchange will be what you paid for the item.
Defective Merchandise
If you were sent defective merchandise as part of your original purchase, you are eligible for a free exchange. The free exchange must be for the same product in the same size. To qualify for a free exchange, the merchandise must have been delivered defective as well as be unwashed, unworn (aside from trying it on), unaltered, include all garment tags, and be sent back within 30 days of the purchase date. All free exchanges due to the claim of defective merchandise are subject to verification of the original sale. Items must not have any signs of wear or damage (pet hair, dust, mud, alterations, odors, etc.). If an exchange does not meet our requirements, we reserve the right to refuse and discard the items without providing an exchanged item. If the defective merchandise is deemed to be acceptable and is sold out, you will receive store credit equal to the value you paid for the product(s) not including warranties, shipping, or taxes.
Items that are damaged as a result of normal wear and tear are not considered to be defective.
If you are receiving an item as part of an exchange or package protection, they are not protected with this clause. Any items received as part of an exchange or package protection are final.
HOW TO START A RETURN OR EXCHANGE
For all USA orders, start the return or exchange process by clicking on this link here.
When you type in your order number, please make sure to enter the hashtag# and capitalize JC. For example, #JC30521 would be correct. jc30521 or #Jc30521 would not be read properly by our system.
Make sure to use the same email address you used to make the order. You can also use your zip code.
We recommend recording your return tracking number before sending it. Please keep the return tracking number until your request is processed. We do not accept C.O.D. deliveries. If you choose not to use our prepaid shipping label provided in our return portal, the shipment is at your expense.
For customers who received a discount by using JC Pay and are eligible for a return or exchange please email [email protected] to begin the process. For any other payment method, use the link referenced in this section.
RECEIVING A REFUND
If your refund request is accepted, your refund will be credited to the original payment method.
If your order has been sent to a destination within the US, all sales taxes will be refunded.
Please note that refunds can take up to 7 business days to show on your account due to varying processing times between payment providers.
LATE RETURNS
Your purchase should be sent back to us within 30 days of receiving your order.
Goods received after this point will not be accepted or be returned to the customer.
GIFTS
To arrange a gift return, please email [email protected] and we will assist you further.
COLORS
We have made every effort to display the colors of our products that appear on JORDAN CRAIG as accurately as possible. However, as computer monitors, tablets, and mobile devices vary, we cannot guarantee that your monitor's display of color will be completely accurate. Also, since all denim products are washed by hand there will be some color variation from piece to piece.
SENT BACK WRONG ITEM
JORDAN CRAIG does not store items mistakenly sent to us and instead donates, or recycles them, when appropriate and possible. If you accidentally sent the wrong item to JORDAN CRAIG, please email [email protected] as soon as possible. We cannot guarantee that your item will be found; no compensation is provided for incorrect items sent to JORDAN CRAIG.
DECLINED RETURNS
If JORDAN CRAIG has declined a return for any reason, you will be emailed by our Customer Service team. JORDAN CRAIG has full discrepancy to accept or reject a return or exchange.
If your return request is not approved, you may have the option to have the item sent back to you, at your expense or disposed of by us at our reasonable discretion.
If you elect to have item(s) sent back to you, You will have to provide a PAID shipping label to [email protected] within 7 business days of the first notification. If you do not provide a PAID shipping label within 7 business days of notification, we will dispose of the item at our reasonable discretion.
DISCOUNT CODES
Discount codes will not be given back upon return of the merchandise.