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Jib Shop'sFrequently Asked Questions

  • I have a question about an item.
  • I want to check the status of an order I have placed.
  • I want to place an order.
  • I have a question about an order I have received.
  • I want to change my order.

 

 

 

I have a question about an item

 

  • How do I find a product that I’m looking for?
  • Where can I find more information about a product?
  • How can I add items to my shopping cart?
  • How do I know when an item will arrive?
  • Why can’t I find an item online that I saw in a store?

 

 

Finding Products

There are two ways to find products you are looking for on TheJibShop.com You can search by entering one or more keywords in the search box or you can browse the links from the home page. No matter which method you use, you will find a variety of sorting functions to help you find what you are looking for.

 

 

Learning More About Products

If you would like to learn more information about an item you see on TheJibShop.com, simply click on the item. This will take you to a product detail page that provides a complete description, features, any available images, and availability of sizes and colors.

 

Adding Items to Your Shopping Cart

 

To add items to your Shopping Cart, follow these simple steps:

  1. Choose the size and color of the item that you want to add to your cart from the drop-down next to the product picture.
  2. Choose a quantity form the drop-down next to the product picture. (If the item does not have a color or size you only need to choose a quantity)
  3. Click “Add To Cart.”

 

Calculating Delivery Time

 

Delivery Time = Warehouse Processing Time + Shipping Time

When you view an item on the product detail page or in your shopping cart, make note of its availability.

AVAILABILITY: In stock items leave our warehouse in 1-2 business days.

This tells you when we expect to ship your item from our warehouse. Once your item has left our warehouse, the shipping method you select during checkout will determine when your order will arrive.

For an example, if your item takes 1-2 days to leave our warehouse and you select "Overnight" shipping, it may actually take 2-3 days for your order to arrive. For orders to be shipped using overnight or two-day expedited shipping methods, TheJibShop.com makes every possible effort to ship it the next business day (and even the same business day when possible).

 

 

Finding Similar Products Online

Not all products found online on our site are available in our stores and not all products found in our stores are available online. You can try to find a product online by searching by keyword on the search box or by browsing the links from the home page.

 

I want to know about the status of an order I have placed

 

  • How do I know the status of my order?
  • How do I know when my order has shipped?
  • How do I track the status of my order once it is shipped?
  • Why hasn’t my package arrived yet?

 

Status Updates

 

When you first place your order you will receive confirmation email within 24 hours. In-stock items usually leave our warehouse in 1-2 business days. If for some reason your order is delayed, you will receive periodic updates from us via e-mail. If you have any questions about your order you can reach us at Customerservice@TheJibShop.com or by contacting:
Customer Service Department: 1-877-227-0859
Monday - Thursday: 10:00 a.m. – 6:00 p.m. EST
Friday - Saturday: 9:00 a.m. – 4:00 p.m. EST
Sunday: Closed

 

Shipping Confirmation

When your order has shipped you will receive an email confirmation from us. This confirmation will let you know the following information: tracking number (if available), items that have shipped, back-ordered items, and the total amount charged to your account. We only charge you for items that have been shipped.

 

 

Tracking Your Shipment

Tracking information for an order shipped via ground is not always available. Shipments addressed to military address cannot be tracked while in transit. Some tracking services only provide proof of delivery and will not provide any information about the package until it is delivered. Sometimes it may take up to 48 hours before the package is checked into the carriers tracking system. You order may not be traceable at this time.

To track your shipment:

  1. Checking your email. You will receive emails keeping you up to date about the status of your order.
  2. Once you receive your tracking number you can track your order by visiting the carrier’s Web site and entering the tracking number or by logging in to your account.

All questions regarding the status of a package with a tracking number should be directed to the shipping company (UPS or US Postal Service).

 

 

Delivery of Your Items

Delivery of your items can take generally anywhere from 3-8 business days, depending on your location and the shipping method you select at checkout.

Items are only shipped during regular business days (Monday-Friday, excluding holidays). If you receive an email notifying you that your items have been shipped during a weekend or holiday, the shipping carrier will not actually pick them up until the next business day.

Items that are shipped via a freight trucking company arrive with in 7-14 full business days after leaving our warehouse due to their size and weight. For more information about the delivery of an oversized item please contact our customer service department.

This tells you when to expect your products will ship from our warehouse. Once your item has left our warehouse, the shipping method you select during checkout will determine when your order will arrive. For an example, if your item takes 1-2 days to leave our warehouse and you select "Overnight" shipping, it may actually take 2-3 days for your order to arrive.

TheJibShop.com places an extremely high value on customer security and privacy. We take many precautions in verifying the security and privacy or orders. For this reason, it is possible that orders may take 24-48 hours to leave our warehouse before entering the shipping process. For orders to be shipped using overnight or two-day expedited shipping methods, TheJibShop.com makes every possible effort to ship it the next business day (and even the same business day when possible).

 

***Note: If your billing address does not match the information your credit card provider has on file, your order may be delayed while we contact you. We do this to protect you from identity thieves!

 

I want to place an order

 

  • How do I add items to my shopping cart?
  • How can I make changes to my shopping cart?
  • How do I checkout?

 

Adding Items to Your Shopping Cart

 

To add items to your Shopping Cart, follow these simple steps:

  • Choose the size and color of the item that you want to add to your cart from the drop-down next to the product picture.
  • Choose a quantity form the drop-down next to the product picture. (If the item does not have a color or size you only need to choose a quantity.)

If a size or color is noted as out-of-stock you will not be able to add the product to your cart.

 

 

Making Changes to Your Shopping Cart

You can make the following changes to your shopping cart:

 
Update the quantity of an item: Simply type in the quantity you wish to purchase and click “recalculate.”
 
Remove an item from your cart: click ”Delete.”
 
Return to shopping:  If you wish to continue you can use the shopping cart to store items you wish to purchase. Click “Keep Shopping” to search the site for additional items. At any time during your shopping experience, you can return to your shopping cart by clicking “My Cart” located at the top of the screen.

 

 

Proceeding Through Checkout

During checkout, please not that:

  • For security purposes, the billing address that you enter must match that of the credit card you use for payment.
  • When selecting a shipping method, keep in mind that it may take 1-2 business days for your order to be processed in our warehouse before being shipped.
  • Orders may be delayed if the billing address entered does not match the address your credit card provider has on file. We do this to protect you from identity thieves!
  • Your should review your order carefully. You cannot make changes to your order after submission without contacting us.

Once you have added all item(s) that you wish to purchase to your cart, start the checkout process by clicking “Checkout Now” located in the upper right corner of the screen. If you are a returning TheJibShop.com customer you can log-in to your account before you proceed to checkout. Follow these simple steps to complete the checkout process:

    1. Carefully review your order. On this screen you will be able to view all items that are in your cart, enter any coupon codes, and calculate and choose your shipping options. All orders over $99 qualify for free shipping. Once you have reviewed your order, click “checkout” to enter your billing/shipping information and choose a payment option.
    2. Enter your billing and shipping information. If your shipping address is the same as your billing address, just enter your billing address and leave the shipping address fields blank. Your billing address must match the billing address of the credit card provider. If the two addresses do not match, this will delay your order or your order may be immediately cancelled.
    3. Enter a valid email address and password for your new TheJibShop.com account. This email address will be used to receive emails from TheJibShop.com about your order.
    4. Choose a payment option—either credit card or Google checkout, and enter the necessary payment information.
    5. Thoroughly review all of your information and the total of your order. After verifying that is it is correct, submit your order.
    6. A Confirmation Page will be displayed that will allow you to view your order. This page will include all information that you entered as well as your order number, which you should note for reference should you need to call or email our customer service department regarding the order. You may want to print this page for your records, but you will also be emailed this information within 24 hours.

 

 

I have a question about an order I have received

 

    • What is your return policy?
    • How do I exchange an item?
    • How do I return an item for a refund?
    • What should I do if I received the wrong item, wrong color, or wrong size?
    • How do I change or cancel my order?

 

Return Policy

We want you to love what you ordered. But if something isn't right, let us know. We gladly accept returns of unwashed, unworn, unused, or defective merchandise. At your request, we'll send you a different color, a new size, or an entirely different style. If you'd rather have a refund, we'll take care of that, too.

If for any reason you are not satisfied with your purchase, you may return or exchange it within 30 days as long as the product has not been used and is "new" condition. All returns and exchanges must be received within 30 days of original receipt date (all orders placed between November 15 and December 31 may be returned until January 31). All returns are for credit via the original method of payment. All credits will be processed within 2-3 business days (Monday-Friday excluding holidays) upon receipt of the returned product(s).

Refund amounts will reflect the original purchase price. Shipping charges are not refundable. If an item being returned for a refund was originally sent with free shipping, the refund amount will be equal to the original purchase price of the item less the ACTUAL cost of the shipping. In some rare instances, a restocking fee may apply.Customers are responsible for all return shipping charges. All packages refused by customers will be charged the return shipping. In the event of an error on our behalf, TheJibShop.com will cheerfully provide a pre-paid return label via-email for return shipment.

DO NOT DISCARD ANY PACKAGING OR INVOICES UNTIL YOU ARE COMPLETELY SATISFIED WITH THE PRODUCTS IN YOUR ORDER. ITEMS RETURNED WITHOUT ORIGINAL MANUFACTURER'S PACKAGING OR DAMAGED PACKAGING WILL BE SUBJECT TO A 25% RESTOCKING FEE. All items must be returned in the shipping box/material they arrived in. TheJibShop.com does not accept returns on used products, special orders, or customized merchandise.

See the Returns & Exchanges section of the Web site for additional information.

 

 

Returning Merchandise for Exchange

 

To exchange an item, follow these simple procedures:

  • Call us at 877.227.0859 to verify that the product you are looking for (to replace the item you received) is in stock.
  • A Return Authorization Number (RA #) will be provided for the returned Item.
  • You will be given the choice of purchasing the replacement item for immediate shipping or will hold it as a courtesy until we receive your return.
  • If you choose to purchase the replacement item for immediate shipping, a refund will be issued upon receipt and inspection of the original item.
  • Package the item(s) you’re returning including all tags and original packaging that came with the product.
  • Write the RA # that you receive via email or phone on the outside of the packaging.
  • Please include a copy of your receipt or invoice. If you no longer have one of these, include a letter with the following information:


• Name
• Address
• Daytime and evening phone numbers
• Email address
• When, where, and by whom the purchase was made
• Reason for the return
• Purchase price of the item(s)

  • Specify on the enclosed receipt, invoice, or letter that it is an EXCHANGE.
  • For your protection, insure the package and obtain a tracking number from your shipping carrier (TheJibShop.com is not responsible for returned items lost in shipping).
  • Ship to:

 

Willi’s Ski Shop
            Attn TheJibShop.com Returns
4156 Library Rd
Pittsburgh, Pa 15234

 

 

Returning Merchandise for a Refund

 

To return an item, please follow these simple procedures:

  • Email us at customerservice@TheJibShop.com or call 877.227.0859 and request an Return Authorization Number (RA #).
  • Package the item(s) you’re returning including all tags and original packaging that came with the product.
  • Write the RA # that you receive via email or phone on the outside of the packaging.
  • Please include a copy of your receipt or invoice. If you no longer have one of these, include a letter with the following information:


• Name
• Address
• Daytime and evening phone numbers
• Email address
• When, where, and by whom the purchase was made
• Reason for the return
• Purchase price of the item(s)

  • Specify on the enclosed receipt, invoice, or letter that it is a RETURN WITH REFUND REQUESTED.
  • For your protection, insure the package and obtain a tracking number from your shipping carrier (TheJibShop.com is not responsible for returned items lost in shipping).
  • Ship to:

 

            Willi’s Ski Shop
            Attn: TheJibShop.com Returns
4156 Library Rd
Pittsburgh, Pa 15234

 

 

If You Receive the Wrong Item, Wrong  Color, or Wrong Size

If you receive an item, color, or size that its different from what you originally ordered, please contact our Customer Service Department immediately. It is important that you contact us before returning your item, so that we may assist you with return shipping fees. If you do not contact us, you are responsible for all return shipping charges and a possible restocking fee. Before you call, please have your invoice that was either sent with the package or emailed to you in hand. This will aid the customer service representative in assisting you. In addition, please be prepared with a detailed description of the difference between the item(s) you ordered and the item you received before contacting us.

Customer Service Department: 877.227.0859
Monday - Thursday: 10:00 a.m. – 6:00 p.m. EST
Friday - Saturday: 10:00 a.m. – 4:00 p.m. EST
Sunday: Closed

 

To change or cancel an order

After submitting your order, it is automatically entered into our system for processing. If for any reason you need to change or cancel your order, please contact us immediately. We will make every effort to assist you in changing or canceling your order. We fulfill and ship orders as quickly as possible. Once your order has been shipped, the order cannot be changed or cancelled. If the order has already shipped please follow our return instructions.