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Frequently Asked Questions
- How can I track or find the status of my order?
- What are your standard shipping rates and options?
- Is there a shipping charge on back orders?
- Why do I see an item in the print catalog but cannot find it on the J Stockard Website?
- What is your return policy?
- How do I process a return?
- Do you ship outside the US?
- For international orders, can you mark the customs form as a gift?
- Can I add to an order?
- Can I combine orders?
- Can you special order items?
- How do you handle back orders?
- Can I order by mail?
1. How can I track or find the status of my order?
Both your Order Notification and your Shipping Confirmation emails have active links that take you to UPS or USPS tracking information. You can also go to your Account Login or our Track My Order page. Please note, for our Economy Shipping tracking may not be active for 24 to 36 hours after shipping.
2. What are your standard shipping rates and options?
For US orders, all orders over $100 ship FREE via our Economy Shipping service. Orders under $100 are just $5. We also offer upgraded UPS services at very reasonable rates. Please check our Shipping Policy and Rates for all the details about domestic and international shipping options.
3. Is there a shipping charge on back orders?
No, all back orders ship via our Economy Shipping service with no additional shipping charge.
4. Why do I see an item in the print catalog but cannot find it on the J Stockard Website?
Our website lists all the items we currently have available to ship. If a catalog item is missing from the website that usually indicates that the item is currently out of stock. In a few cases the item may have been discontinued.
5. What is your return policy?
We accept ‘no questions asked’ returns of like-new merchandise within 60 days of the original purchase. We provide a refund of your purchase price, exchange for other merchandise or a store credit, whichever you prefer.
6. How do I process a return?
Click the ‘You can track the status of this order here:’ link in your shipping confirmation email (or just log into your account, if you are a Registered Customer). Go to View My Orders, select the order you wish to return. Scroll to the bottom of the order and select Return/Exchange Product. Choose the items you wish to return and follow the easy instructions.
7. Do you ship outside the US?
Yes, we have many international customers. See all the details at International Help.
8. For international orders, can you mark the customs form as a gift?
No, our customs forms show the value of the order.
9. Can I add to an order?
Because it often leads to shipment errors and other issues, we do not add to orders that have already been placed.
10. Can I combine orders?
If an order has not yet been processed, we can sometimes combine them. Please call or email to see if we can combine your orders.
11. Can you special order items?
Generally we do not do special orders, except for the special order items that are shown on our website.
12. How do you handle back orders?
Usually we receive all back ordered items from our suppliers in 1 to 2 weeks. We ship to you as soon as we receive the item. In the rare case that the items are not immediately available from our suppliers, we cancel back orders after 60 days. We do not charge for back orders until they are shipped.
13. Can I order by mail?
We encourage you to order either online or via the phone for the most up-to-date availability and best prices. We can accept personal checks for phone orders. If you prefer to order via mail, you can email our customer service team or download our order form here .