Frequently Asked Questions (F. A. Q.’s)


Frequently Asked Questions

What methods of payment do you accept?

For online orders, Visa, MasterCard and PayPal which accepts Visa, MasterCard, American Express, Discover and payment from your bank account.
Solution Graphics

How do I pay with PayPal, even if I don’t have a PayPal Account?

  1. Confirm your order, then click “Proceed to checkout”
  2. Enter your billing and shipping information, then click “Proceed to PayPal”
  3. Login with your PayPal account, or click the grey button “Pay with a debit or Visa Credit card”
  4. Enter your payment information, then click “Pay Now”

How to pay with PayPal – Jan & Jul Website from Jan & Jul on Vimeo.

How do you guarantee the online security of credit card information?

We do not access or process your financial information directly. The whole check-out process is hosted by third party such as PayPal which offers the most secure financial processing platform.

How much does shipping cost?

Destination – Canada

Free Shipping for all orders over $70

Express shipping: $25
Parcel with tracking: $10
Regular mail: $0 – $10 depending on product category

Destination – United States

Free Shipping for all orders over $70

Express shipping: $25
Parcel with tracking: $10 – $20 depending on product category
Regular mail: $0 – $10 depending on product category

How soon will I receive my package?

Below is our shipping schedule pre-COVID, please allow for possible delay due to COVID.
We ship from Vancouver in British Columbia, Canada. We ship within three business days when an order is received. For regular delivery, here is the estimated delivery schedule to major areas (please note: this is not guaranteed by Canada Post).
To Canada – BC, AB, MB & SK: 2-5 business days.*
To Canada – other provinces: 8 business days.*
To USA: 4-13 business days.
*Not guaranteed by Canada Post.

If you are in Canada, you can find out the exact transit time from Canada Post’s online shipping tool. Please enter ” V6V 3E2″ as the first postal code, then your postal code as the destination.

Express services

Below is our shipping schedule pre-COVID, please allow for possible delay due to COVID.
For faster deliveries, we use DHL, Canada Post Expedited or XpressPost services.
To Canada – BC, AB, MB & SK: 1-3 business days.*
To Canada – other provinces: 2-5 business days.*
To USA: 2-5 business days.
*Not guaranteed by Canada Post.

Where will my order be shipped from?

We ship from our Richmond location in Metro Vancouver, British Columbia, Canada.

Do you ship outside of Canada?

Yes. We ship to Canada and United States.

Is my privacy protected?

Jan & Jul does not sell or distribute any customer information under any circumstances. This includes your mailing address and your email information.

What is your return & exchange policy? 

We want you to be 100% satisfied with your purchase from Jan & Jul. We will accept returns or exchanges within 45 days of purchase date for any items in their original condition and in original packaging. Items which are damaged or defective may be returned at anytime. Final sale items such as Deals page items cannot be returned or exchanged. 

Please fill out the form HERE to submit a return. If your order was eligible for free shipping, we will gladly offer a free return or exchange. If your order was ineligible for free shipping (you paid for shipping), you will be responsible for the shipping cost of returned or exchanged items.

Still have questions? Contact us!

Please submit the following form OR email us at twk@janandjul.com with your order number (if applicable) in the email. Please allow 1 to 3 business days for us to respond.

If you did not receive our customer service reply in 3 business days, please check your spam folder or junk mailbox. We recommend that you add our customer service email address (twk@janandjul.com) to your safe sender list.