• What to do if your package is showing as delivered but you can't find it.

     

    Before contacting Jomashop, please:

    • Verify the shipping address
    • Look for a notice of attempted delivery
    • Look around the delivery location for your package
    • Check if someone else accepted the delivery

    If you still cannot find your package, we will need to start a lost-package claim. Claims can take up to 10 business days to process. Depending on the outcome of the claim, we will be able to get an insurance reimbursement and reship your item(s). We cannot issue a refund or replace your item(s) until the lost package claim is issued (shipping companies can sometimes find the “lost” package and attempt re-delivery).

    What to do if there is a discrepancy with your order.

    If there are any noticeable discrepancies with your order after being delivered, or if a different item was received, please contact Jomashop to make any necessary corrections. If Jomashop is not notified of product discrepancies within 5 days of being delivered, you may not be able to submit it for replacement. Please do not use items that you believe are incorrect as it may void our ability to exchange or replace the items. Please read our International Orders section below for International shipping issues. Please contact us within 5 days of receiving your shipment if your item is defective. You may be asked to provide us with photographs of the items that are discrepant to help us better assist you.

    International Shipping Issues

    If an International order is received, damaged, or not received at all, You must initiate an insurance claim finalize it before Jomashop can execute the customer compensation or product replacement process. If the item is received damaged, please contact Jomashop within 5 business days after delivery to conduct a claim. Please hold onto your shipping box as our insurance company may want to inspect it. If the item is not received at all, we are required to wait 45 days after the shipment date to conduct an insurance claim.

  • Order Changes & Cancellations

     

    You will receive an order confirmation via email after placing an order. If there are any discrepancies with your order, please contact Jomashop.com as soon as possible to correct the issue. When the order ships, a shipment tracking number will be provided to the customer via email. To track your package, please refer to the Order Status Page.

    There is a limited amount of time after placing an order where we can modify or cancel your order. If you would like to attempt to modify or cancel your order, please call us at (877) 834-1434. Please have your order number ready. Alternatively, you can request an order change/cancellation through our Live Chat or the Customer Service center.

    Note: Orders placed through any company other than Jomashop.com cannot be altered. For example, shipping address changes can only be changed for orders placed directly through Jomashop.com.

    We will respond to your request to let you know if we were able to modify or cancel the order. We cannot guarantee any request unless it is made over the phone or through live chat. Please note that if you did not receive a reply from Jomashop.com, then your request to modify or cancel the order has not been affected. Please contact us if you have any questions with regards to the status of an order.

    Need help?

    Contact a member of our customer service team by: