How long does fulfillment and shipping take?
Our fulfillment team packs orders 7 days a week.
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Orders & Shipping
Common questions regarding orders, subscriptions, shipping, refunds, and returns.
What should I do if I cannot find my order confirmation?
Order confirmations are emailed to the email address provided at checkout. If you have placed an order and do not receive a confirmation email, it's possible you used an alternative email or made a typo. Please verify that your email address was corr
How do I know if my order has been shipped?
Once your order ships, you will receive an email notification that will include your tracking number.
What should I do if my order hasn't been delivered or is missing?
If your package has not been delivered by the expected date, please check your tracking information, which was emailed to you. In some cases, orders may still be in transit but will arrive soon. If your package has been marked as delivered and you ha
What is your cancellation policy?
We’ll always do our best to accommodate changes or cancellations, but once an order is confirmed, we can’t guarantee modifications will be possible. Once your order is fulfilled, cancellations are no longer available. Timing:. Orders placed after 10:
How do I edit or cancel my order after it’s been placed?
If you need to make changes to an order you’ve already placed—such as cancellations, product swaps, address updates, or shipping speed adjustments—please email us at [email protected] as soon as possible. Include:. Your order number (found i
What’s your return or exchange policy?
At Jones, we’re here to support you along your quitting journey. While we understand that circumstances can change, we do not offer refunds or returns once your Jones order has been shipped. If you have any concerns about your order, please don’t hes
When will I get my refund?
Once your return has been received and processed, you will be notified via email when the refund has been issued. Please allow up to 10 business days for the refund to reflect in your account.
How can I change my shipping address after I place my order?
We can’t guarantee we can update your shipping address once your order has been confirmed.
How can I upgrade my shipping method after placing an order?
If you’d like to change the shipping method for an order you’ve already placed, email us at [email protected] as soon as possible. Please include your order number (found in your order confirmation email). If an upgrade is possible, we’ll se
Do you ship to all US states? What about internationally?
Yes, we ship to all 50 states. Unfortunately, we only ship domestically at this time.
How do I replace my lost, stolen, or damaged order?
Please contact us at [email protected] if there’s any issue with your order.
What do I do if I receive the wrong item in my order?
We’re sorry you didn’t get the right item in your order! Please email us at [email protected] to report the issue so we can make it right. When you contact us, include:. A photo of the item you received. The name of the missing item(s). We’l
How do I track my order?
After your order is placed and processed, you’ll receive a confirmation email with your order details. This email will also include:. Your tracking number. A link to our tracking page. Tracking availability:It can take 1–2 business days for tracking