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FAQ's

Our turnaround is 6-8 weeks as of July 22nd. That is the amount of time it takes for us to make it before we ship it and it does not include transit times by UPS.  

Orders placed after October 15th will not begin production until January 3. Our website will be “closed” and not allow any checkouts for the entire month of December while we work on orders, special edition items, work on product lines, and work out logistical issues that’ll help us reduce turnaround times for 2022.  If you have any questions please reach out to use at hello@jackandlink.com. 

We are currently working on orders through August 30th. We will update this weekly to keep you up to date.

Jack and Link currently only ships within the United States, APO/AE, and Canada.

Areas you can find our most up-to-date turnaround times:

1.  The top banner of our website.

2.  The pop up flyer that automatically shows up on your screen that also asks you if you wish to subscribe to our newsletter.

3.  The acknowledgment box stating our turnaround times and/or directing you to click on the link that states our turnaround times, at checkout that you must click off before being allowed to proceed and check out.

4.  Order confirmation.

5.  If you are viewing this on your desktop then you can also find the turnaround times under the top menu options and if you're viewing this on your mobile device then you can find this in our menu area which can be found in your upper left hand corner of our website that shows the three horizontal bars. Clicking on that will bring up a drop down menu to shop our site as well as our turnaround times.

Cancellation of Orders 

If you wish to cancel after placing an order, we completely understand and we will refund and cancel your order minus a 5% transaction fee. Please understand that we incur a minimum 5% fee on all transactions  and up to 8% from credit card and PayPal payment processors that are non-refundable to us even from cancelled orders and as a small business this is not a charge we are able to absorb.

Order Issues

If there are any issues with your order please reach out to us within 7 days of receiving your order at hello@jackandlink.com.

Delivery Problems and Shipping Timeframes:

If you've received a delivery notification from UPS that an item has been delivered and have not received it, please message us at hello@jackandlink.com and we can forward your message to our business manager at UPS. In certain situations they may want you to contact UPS directly. Please include your name and order.

Domestic Shipping Timeframes: Usually anywhere from 1 business day to 4 business days.

International: Usually around 4-5 business days.

Damages:

Jack and Link is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim.

Please save all packaging materials and damaged goods before filing a claim.

International Orders: We are not responsible for missing or lost orders, all applicable duties, tariffs, and customs fees are the customer's responsibilities. We will not refund shipping for orders returned as rejected because of custom fees.  If an item is returned back to us from an international customer for any reason, the amount we had to pay to retrieve the package will be deducted from your total refund amount. Additionally, if you use a forwarding company, our liability ends from the point of delivery to the address shown on your purchase order. Return notifications and any issues with your order must still be made within our stated timeframes discussed below. Thank you for understanding.

What is our Return Policy?

Please contact us within 7 days of receiving your package to start a return. Purchases may be refunded if unopened, unused, undamaged, and in original packaging with original tags. Due to these being children items we take seriously returns coming back to us for safety and cleanliness.

Personalized items and seasonal items purchased are non-returnable.

We are not able to reimburse shipping fees. The customer pays shipping costs for any returned items. Refund requests will be denied if not received within 14 days of purchase. Refunds will be denied if product is returned opened or damaged, customer will not receive product back and will loose refund.  Please e-mail Hello@Jackandlink.com for return instructions. 

Grain Patterns, Variations, Knots, and Other Character Elements of Wood

We are not accepting requests for items with grain patterns, beautiful variations, knots, etc. Likewise, we are not accepting requests for "clear" wood. We love the natural variation in wood and we try to highlight that as much as possible and whenever possible. Whenever we manage to get a hold of a lot of wood with the beautiful knots and heavy variation, we usually create special/one-of-a-kind pieces with it and we will showcase it on our instagram page @jackandlinktoys and create a special "while supplies last" sale for those that love the heavy variation in wood. 

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