FAQ

General Questions 

**** COVID-19 Update ****


In these extraordinary times, please allow additional time for your package to arrive. We are working hard to fulfill all orders in a timely manner that is safe for our customers, our suppliers and staff. Know that we have you in our thoughts and prayers as we are finding creative solutions to get you your items in the fastest possible way.

 

What is the status of my order?

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).

Additionally, you can track the status of your order from your "order history" section on your account page on the website.

Why didn't I get an order confirmation email?

If you haven't received any email updates about your order, it is likely the emails were marked as spam.
Some email providers may mark our emails as spam or completely block them.
Be sure to check your spam folder for emails about your order and make sure to add to your safe list. While we aren't able to resend your email confirmation, you may check your Order Status or contact our support team with your name and email address used to place the order and we can confirm the order for you.
You'll also receive a shipping notification when the shipment(s) in your order is shipped.
If you haven't received your shipping confirmation email, it is possible your order hasn't shipped yet. Check the processing time for your order in the order confirmation email to determine when it should be sent out. Typically, it takes about 2 to 5 business days for your order to ship, but it may take longer during peak times, sales, and promos.
If your order is past the stated processing time, contact our Help team and
we can confirm the ship date for your order or see why your order is delayed.
Can I change my order?
We can only change orders that have not been processed for shipping yet.
Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.
To make changes to your order, please reach out to support@itsjadeco.com.

 

Where are your products from? 


Most of our current suppliers are in China.  We look for the best quality, service, and prices to ensure an excellent experience.
How long does it take to ship my order?
Once you've placed your order, it usually takes 2-5 days to process it for delivery.
We offer express shipping only. Shipping time varies depending on country.

 

I didn't get all of my items.


We will try our best to have all items ship together however, if an item is not available right away you will receive it separately at no additional cost.  You will receive tracking information for each item after it has shipped.

Track your package here (https://www.itsjadeco.com/pages/tracking) for your convenience.

Why was my order cancelled?

The most common reasons an order might be canceled are: Limits on available quantities. The item is out of stock.
Payment

What payment methods do you accept?

You can purchase on our website using a debit or credit card.
We additionally offer support for Paypal, Amazon Pay, Apple Pay, and Google Pay. You can chose these payment methods at checkout.
 

Which currency will I be charged in?


We currently only support USD. If your credit or debit card use another currency, your bank will apply the corresponding conversation rate of the currency you choose.

 

Shipping

How can I track my package?

Once you have placed your order, we will send you a confirmation email to track the status of your order.
Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it). 
Additionally, you can track the status of your order from your "order history" section on your account page on the website.

 

What if I'm not home?


If you're not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method.

You may also have to go to your local post office to collect your package in case it cannot be delivered to you.
Will I pay taxes for international shipping?

Import duties and taxes for international shipments may be liable to be paid
upon arrival in the destination country.
This varies by country, and It's Jade Co. encourages you to be aware of these potential costs before placing an order with us.
If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to It's Jade Co. at the customer's expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping.
The cost of the initial shipping will not be refunded.

Returns

Do you accept returns?

We do accept returns in respect to the following conditions:
- The item must have been sold on our online store
- The item shouldn't have been used in any way
- The return or exchange request is made within 30 days of delivery
- The return is made within 14 days of the return or exchange request
  To ask for a return, please contact our support using our support@itsjadeco.com.
Can I exchange an item?

We do accept exchanges and they follow the same conditions as returns
In order to ask for an exchange, please mention that you would like your item to be exchanged with another item when preparing your return with our support.
Are returns free?
Returns within Ontario, Canada are free. Returns from outside of Canada are the responsibility of the buyer. 

To start a return, you can contact us at support@itsjadeco.com. If your return is accepted, we’ll send you a return shipping label, as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at support@itsjadeco.com.

How long does it take to process a return?

Returns are confirmed within 14 days of receiving the package at our warehouse.
Once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return.
Other questions
Do you offer a referral program? How does it work?
We have created a referral program to thank our customers for referring their friends and family.
To refer someone, you will first need to have an account on our online store. After that you can head to your profile page to get your personalized referral link.
Any of your friends who decides to place their first order using your referral link will get enjoy a discount. In return you will be credited a discount code as well for helping us spread the word.
Do you offer wholesale opportunities?

Sure do.  Please email support@itsjadeco.com to inquire.
Do you have physical stores?
We currently don't have any physical stores under our brand name. 
Is there a warranty?
We guarantee any of our product made by us and sold through our online store to be free of defect. We would gladly accept any return or exchange request resulting from a defective item granted they respect the following conditions:

- The item must have been sold on our online store
- The item shouldn't have been used in any way
- The return or exchange request is made within 30 days of delivery
- The return is made within 14 days of the return or exchange request
If you have a return or exchange request resulting from a defective item please reach out to our support for more information on how to proceed.

Is my personal information secure?

At It's Jade Co., we keep to the highest industry standards for payment + processing. Your credit card information and personal details are encrypted during the payment process. Your payment information is only used for the transaction in question and is not stored.  

Product Info and Size

1.Please allow 1-2 cm error due to manual measurement. A size chart is provided on the product page.
2.Due to the difference between different monitors, the picture may not reflect the actual colour.

What are the washing instructions?

Most of our items can be machine washed in a light cold cycle.  We find they wash best when turned inside out first for both washer + dryer cycle.
Certain items with tassels, rhinestones, lace, etc should be hand washed and layed flat to dry.  Also, knitted items should be hand washed as well.