faq
Orders & Returns
Can I change or cancel my order?
if you have to make any changes to your order, please contact us as soon as possible. our fulfillment team processes orders quickly but we will do our best to accommodate any requests.
When will my order ship?
we strive to ship out all orders within 24 - 48 hours after your order is placed.
How can I check my order status?
after an order has been placed, you will immediately receive an order confirmation via email, followed by a shipping confirmation email.
Shipping
Do you ship internationally?
Please use the main https://jackhenry.co/ website for international orders
What are my shipping rates?
Free standard shipping on all Canadian orders over $150
Canadian orders under $150 will be charged $20 for shipping.
Canadian Express shipping (1-3 business days) is available for $30
Where can I find my tracking information?
after your order is placed and packaged, you will receive a shipping confirmation email containing tracking information.
Returns & Exchanges
What is your return & exchange policy?
we offer returns or exchanges within 30 days of purchase. please contact us to initiate your return.
we only refund or exchange orders placed directly through our Canada website. return shipping costs are not covered. if you placed an order at jack henry studios or another digital/physical location, please return where the products were purchased.
How long will my return take?
once we receive your returned goods, please allow 5-7 business days for your return to be processed.
Can I return online purchases in-store?
we currently do not offer online purchases to be returned in any of our jack henry studios locations.
My item arrived damaged. what can i do?
please email please contact us so we can find a solution for you.
Product
Do you test on animals?
no, we never test on animals. we are cruelty free certified through the leaping bunny program.
Do your products expire?
all of our products have a life expectancy of 12-24 months. you can find the shelf life icon on the back of your product.
Are your products safe for sensitive skin?
we formulate our products using the cleanest and most pure form of ingredients possible.
What temperature should my products be stored at?
room temperature is what we recommend storing all jack henry products at. this typically ranges from 60-80 degrees fahrenheit.
How can I know what products work best for me?
take our quiz to understand what products will work best for your needs. you can find this under the find your routine section on our website.
Payments
What payment methods do you accept?
we accept payments from visa, mastercard, american express, discover, amazon pay, shop pay, google pay and apple pay.
My payment method was declined. What can I do?
if your payment is not going through and this problem persists, please reach out to contact us for further assistance.