Shipping & Returns


How to Return an Online Order


If you aren’t completely satisfied with all or part of a J&W online order, you can return any of the items in the order to receive a full refund on the item’s purchase price. There are rules and restrictions in place for returns that you will need to follow.


Rules and Restrictions for Returning an Item


To return an item, the following conditions must be met:


  • The item must still be in good condition (returns on damaged or defective items are covered below).
  • You must make the return within 30 days of when the item was delivered.
  • The return must include the item and any paperwork, parts and accessories that came with it.
  • Your receipt of purchase.


Although it’s preferable if you return the item with its original packaging, this isn’t a requirement. When you return the item, make sure the package has either the return form that came with the item or the bottom section of the order’s packing slip. It’s also a good idea to keep copies of these.


You must return the item the same way that you purchased it, which means you can only ship back items that you ordered online and return items from retail stores in person. Returning an online purchase to a retail store or vice versa isn’t permitted. After your return is delivered, you will receive a refund within 30 days, and it will process on the form of payment you used to make the original purchase. The refund will be for the item and any applicable sales tax, but not for shipping and handling, gift wrapping and any other non-refundable charges. If the item was a gift, the refund will issue to the purchaser’s payment method.


Returns for Damages, Defects and Errors


There’s a specific process to follow if there’s something wrong with your item. In this situation, call (904) 367-3111 to speak with a customer support representative. To make it easier for the representative to look up your order and verify your identity, please have the following information available:


  • The order number
  • The item number
  • Your email address
  • Your phone number


The order number and item number are both in your order confirmation email. The representative will assist you in setting up the return, and you won’t need to pay return shipping charges. You need to get in touch with customer support, though, otherwise you’ll be responsible for paying the return shipping.


Going through the Return Process


If it is within 30 days of your item’s delivery and you wish to return it, you can do so. Start by contacting customer support, either by phone at (904) 619-4844 or by email through the contact form. A representative will provide instructions and your returns authorization number, which is required.


Once you’ve done that, you can pack your return. Make sure you include the item or items you’re returning and anything that came with them. If you can, pack your return in its original packaging. Put the billing name, billing address and order number in the package, as well, and take off any extra labels on the package. When you provide your return authorization number, you’ll get the address where you can send your return.


For shipping your return, the recommended options are either UPS or Insured Parcel Post, and you should keep the tracking number for your return so that you can check its status. You must prepay for the return shipping charges, but if the return is due to an issue with the item upon arrival, then your refund will also include the return shipping cost that you paid.


How to Pack a Return


Get a sturdy box for the item or items and use packing tape to seal it. Take off any labels on the box, cover them or draw a line through them. Place the return shipping label, unaltered, on the package’s biggest side.


The return process is simple, but it’s important to follow proper procedure to avoid any potential issues. If you’re unsure of anything, contact customer support for assistance. A representative can explain everything you need to know so you get your refund.