Frequently Asked Questions

Please read our FAQ before contacting us, thank you so much.

Payment Issues

Are credit cards accepted?
We accept all major credit cards.
How come my credit card card is not being accepted?
Most non-accepted credit card payments are due to prepaid/gift credit cards. You can try to pay with a prepaid credit card, however if the payment fails we have no way around it. Please use an actual credit card for less hassle.
Which currencies are accepted?
We can only accept USD dollars currently. Please visit CA.EssentialJayJay.com for CAD dollars and Canadian customer.

Shipping

How long do orders take to be processed and shipped out?
All orders may take up to 2 business days to be processed.
How long do packages take to be delivered once processed?
Canadian orders take 2-7 business days. American orders take 2-7 business days.
Do you ship to my country?
We ship to the United States & International countries. For Canadian orders please visit CA.EssentialJayJay.com
How much is shipping?
Free Shipping to United States & Canada
Are there any import fees?
American and Canadians do not have any import fees.
Where is my tracking number?
Tracking numbers will be emailed within 2 business days.
Why isn’t my tracking number being updated?
Please note new shipments may take 1-4 business days to update.
Why is my package being delayed?
Delays are usually caused by holidays, weekends, and/or severe weather conditions. Please take these inconsideration when ordering.
What is a “business day”?
Monday to Friday are normal business days in North America. Weekends and Holidays are not business days. Therefore if its New Years, Christmas or Thanksgiving there will most likely be a delay.
Why is my tracking number stating it is already delivered?
Most likely the courier is recycling tracking numbers, therefore the previous delivery has not been cleared. Please wait 3 business days and the tracking number should be working.
Are there faster delivery options?
At the moment standard shipping is the only option, we are working on a faster solution.

Returns

My product broke on arrival and/or within 30 days, what do I do?
Please use the contact form at the bottom of this page. Make sure when leaving your message regarding your dead on arrival product that you also leave your order#and/or the name the product was shipped to.
Can I return my product?
Yes, you can return your product. Please use the contact form below.

Contact Us