• Where is my order?

    Order Information

    Looking to view or track your order? click here

    To learn more about Order Processing click here

    To learn more about Order Changes & Cancellations click here

    Need more help?

    Get in touch with our customer service team through any of these options:

    • Dial (877) 834-1434 for customer service. Our phone hours are 9:00AM - 6:00PM ET (Monday - Thursday) and 9:00AM - 3:00PM ET on Fridays. 
    • Engaging in live chat with our team via this link
    • Visiting our Customer Service center for email support.

  • How long does it take for my order to process?

    Order Processing

    Orders received before 1:30 PM Eastern Standard Time will be processed within the same business day, provided that the goods are in stock and customer identification is verified. To ensure that orders placed online before 1:30 PM EST will ship the same day, please review our “Payment Options & Information” section below and double check product availability with Jomashop.com's customer service. We only ship orders Monday to Friday, orders placed on a weekend, holiday, or after office hours will be processed the next business day.

    After placing an order, the customer will receive an order confirmation via email. If there are any discrepancies with your order, please contact Jomashop.com as soon as possible to correct the issue. After the order ships, a shipment tracking number will be provided to the customer via email. To track your package, please refer to the Orders Center. Please note that a login will be required.

    For more order processing information, please review the Payment Options section.

     

    Need more help?

    Get in touch with our customer service team through any of these options:

    • Dial (877) 834-1434 for customer service. Our phone hours are 9:00AM - 6:00PM ET (Monday - Thursday) and 9:00AM - 3:00PM ET on Fridays. 
    • Engaging in live chat with our team via this link
    • Visiting our Customer Service center for email support.

  • Where can I view the status of my order, and where can I track it?

    Viewing & Tracking Your Order

    You may view your order status and track your order by using our Order Status Checker.

    Viewing Order History

    If you have an account with Jomashop.com, you may view your order history by visiting the Orders History page in your account. Please note that a login will be required.

    Need more help?

    Get in touch with our customer service team through any of these options:

    • Dial (877) 834-1434 for customer service. Our phone hours are 9:00AM - 6:00PM ET (Monday - Thursday) and 9:00AM - 3:00PM ET on Fridays. 
    • Engaging in live chat with our team via this link
    • Visiting our Customer Service center for email support.

  • When will my order ship?

     

    Order Processing Guidelines

    At Jomashop.com, we strive to ensure that your orders are processed and shipped out as quickly and efficiently as possible. To help you understand our order processing guidelines, we have outlined them below:

    Order Placement

    Orders placed before 1:30 PM Eastern Standard Time on a business day will be processed and shipped out on the same day, provided that the ordered goods are in stock and customer identification is verified. To confirm the availability of the product(s) you wish to purchase, please check with our customer service team.

    Please note that we only process and ship orders from Monday to Friday. Orders placed on a weekend, holiday, or after office hours will be processed on the next business day.

    Order Confirmation and Tracking

    Once you have placed an order, you will receive an order confirmation via email. If you notice any discrepancies in your order, please contact us as soon as possible so we can address the issue promptly.

    Once your order has shipped, we will provide you with a shipment tracking number via email. You can track your package by logging into your account and referring to the "Recent Orders." Please note that a login is required to access this information.

    For more detailed information about our payment options, please refer to the Payment Options section.

    Thank you for choosing Jomashop.com for your online shopping needs. If you have any questions or concerns, please do not hesitate to contact us.

    Need more help?

    Get in touch with our customer service team through any of these options:

    • Dial (877) 834-1434 for customer service. Our phone hours are 9:00AM - 6:00PM ET (Monday - Thursday) and 9:00AM - 3:00PM ET on Fridays. 
    • Engaging in live chat with our team via this link
    • Visiting our Customer Service center for email support.

  • Where can I view the status of my order, and where can I track it?

    Viewing & Tracking Your Order

    You may view your order status by using our Order Status Checker.

    Viewing Order History

    If you have an account with Jomashop.com, you may view your order history by visiting the Orders History page in your account. Please note that a login will be required.

    Need help?

    Contact a member of our customer service team by:

  • Edit or Cancel an order

    Order Changes & Cancellations

    You will receive an order confirmation via email after placing an order. If there are any discrepancies with your order, please contact Jomashop.com as soon as possible to correct the issue. When the order ships, a shipment tracking number will be provided to the customer via email. To track your package, please refer to the Order Status Page.

    There is a limited amount of time after placing an order where we can modify or cancel your order. If you would like to attempt to modify or cancel your order, please call us at (877) 834-1434. Please have your order number ready. Alternatively, you can request an order change/cancellation through our Live Chat or the Customer Service center.

    Note: Orders placed through any company other than Jomashop.com cannot be altered. For example, shipping address changes can only be changed for orders placed directly through Jomashop.com.

    We will respond to your request to let you know if we were able to modify or cancel the order. We cannot guarantee any request unless it is made over the phone or through live chat. Please note that if you did not receive a reply from Jomashop.com, then your request to modify or cancel the order has not been affected. Please contact us if you have any questions with regards to the status of an order.

     

    Do you require assistance?

    Get in touch with our customer service team through any of these options:

  • Order Verification

    Order Verification

    In order to verify your order, we require your billing address, which should match the address where your bank statements and monthly credit card statements are delivered. It is important that this billing address matches the address on file with the credit card issuing bank, even if the shipping address is different. We understand that this may cause inconvenience, but this verification process is designed to ensure the safety of both the card owner and the retailer. Please make sure the billing addresses match, even if the items are shipping to a different location. We apologize for any inconvenience this causes.

    Orders may be subject to our verification procedures. For your protection, you may be asked to verify that you are the card owner, or that the order information provided is legitimate. This may include a request for a copy of your credit card (front and back), which can be transmitted by email, fax or via our secure upload page.

    Should your order require verification, you will be notified via phone or email. Hence it is imperative that we have the necessary phone number(s) to contact you (both daytime and evening phone numbers if applicable) so your order can be processed as soon as possible.

    Orders are authorized for payment when submitted online. *Please note some payment methods may be pre-charged. Please make sure that your billing information submitted to Jomashop corresponds to the address where your credit card statements are received. This address should also be the same address that your credit card company has on file. If you are not sure of your correct billing address, please contact your credit card company for details. Billing and identity information submitted to Jomashop that is inaccurate will delay the shipment of your order.

    If your order is rejected or you are unable to complete your order for any reason, we will attempt to notify you using the e-mail address you have provided in your order. Receiving an order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. 

    Need more help?

    Get in touch with our customer service team through any of these options:

    • Dial (877) 834-1434 for customer service. Our phone hours are 9:00AM - 6:00PM ET (Monday - Thursday) and 9:00AM - 3:00PM ET on Fridays. 
    • Engaging in live chat with our team via this link
    • Visiting our Customer Service center for email support.

  • Didn't Receive an Item

    What to do if your package is showing as delivered but you can't find it.

    Before contacting Jomashop, please:

    • Verify the shipping address
    • Look for a notice of attempted delivery
    • Look around the delivery location for your package
    • Check if someone else accepted the delivery

    If you still cannot find your package, we will need to start a lost-package claim. Claims can take up to 10 business days to process. Depending on the outcome of the claim, we will be able to get an insurance reimbursement and reship your item(s). We cannot issue a refund or replace your item(s) until the lost package claim is issued (shipping companies can sometimes find the “lost” package and attempt re-delivery).

    What to do if there is a discrepancy with your order.

    If there are any noticeable discrepancies with your order after being delivered, or if a different item was received, please contact Jomashop to make any necessary corrections. If Jomashop is not notified of product discrepancies within 5 days of being delivered, you may not be able to submit it for replacement. Please do not use items that you believe are incorrect as it may void our ability to exchange or replace the items. Please read our International Orders section below for International shipping issues. Please contact us within 5 days of receiving your shipment if your item is defective. You may be asked to provide us with photographs of the items that are discrepant to help us better assist you.

    International Shipping Issues

    If an International order is received, damaged, or not received at all, You must initiate an insurance claim finalize it before Jomashop can execute the customer compensation or product replacement process. If the item is received damaged, please contact Jomashop within 5 business days after delivery to conduct a claim. Please hold onto your shipping box as our insurance company may want to inspect it. If the item is not received at all, we are required to wait 45 days after the shipment date to conduct an insurance claim.

  • What is considered a "Special Order"?

    Special Orders

    Select items sold on Jomashop.com may be considered a "Special Order" and subject to a limited return policy. A "Special Order" may be: 

      • Items that are not currently in our warehouse.
      • Items that are not listed on our website and are special ordered from our distributor.
      • Any orders with a sale price equal to or greater than $4,000.

    Please note that returning Special Orders may result in an 8% restocking fee or final sale policies, unless otherwise agreed upon by our Jomashop.com staff via mail, fax, or email. If you have any further questions or concerns about our Special Orders policy, please don't hesitate to reach out to us. We're here to help!

     

    Need more help?

    Get in touch with our customer service team through any of these options:

    • Dial (877) 834-1434 for customer service. Our phone hours are 9:00AM - 6:00PM ET (Monday - Thursday) and 9:00AM - 3:00PM ET on Fridays. 
    • Engaging in live chat with our team via this link
    • Visiting our Customer Service center for email support.
     

     

  • What to do if there is a discrepancy with your order.

    What to do if there is a discrepancy with your order

    If you notice any discrepancies with your order, or if you receive the wrong item, please contact Jomashop immediately to make any necessary corrections. Please note that product discrepancies must be reported to Jomashop within 5 days of delivery in order to be eligible for replacement. We kindly request that you do not use any items that you believe are incorrect, as doing so may void our ability to exchange or replace them. If you need assistance with international shipping, please refer to our International Shipping Issues section below. Please contact us within 5 days of receiving your shipment if your item is defective. You may be asked to provide photographs of the discrepant item(s) to help us better assist you.

    Return Shipping for orders with a discrepancy

    We may provide return shipping if we made a mistake with your order. Return shipping labels will be provided via email. Please print the label and tape it to the shipping carton. In such cases, we will not reimburse or refund shipping charges if you choose not to use our shipping label.

    International Shipping Issues

    If an International order is received damaged or not received at all, an insurance claim must be initiated and finalized before customer compensation or product replacement is executed by Jomashop. If the item is received damaged, please contact Jomashop within five business days of delivery to conduct a claim. Please hold onto your shipping box because our insurance company may want to inspect it. If the item is not received at all, we are required to wait 45 days after the shipment date to conduct an insurance claim.

    Need more help?

    Get in touch with our customer service team through any of these options:

    • Dial (877) 834-1434 for customer service. Our phone hours are 9:00AM - 6:00PM ET (Monday - Thursday) and 9:00AM - 3:00PM ET on Fridays. 
    • Engaging in live chat with our team via this link
    • Visiting our Customer Service center for email support.