FAQ'S

Customer Support

Can I contact someone if I can’t find the answer to my question here?
Yes. If your question is not addressed in our FAQs, you may contact our customer service team by completing the online contact form or emailing us directly at customersupport@thejalexander.com. Please include your order number for faster assistance. We aim to respond within 24–36 hours.

How can I share questions, compliments, or concerns about my order?
We welcome all inquiries and feedback via email. Please use our contact form or email customersupport@thejalexander.com so we can review the details of your message and respond accordingly.

Order & Delivery

What should I do if my tracking status says “delivered” but I haven’t received my package?
Please allow one additional business day, as packages may be marked “delivered” before they physically arrive. If the package still has not arrived, email us for support. If you purchased shipping protection, refer to our Shipping Protection Policy to initiate a claim.

What if an item is missing or incorrect in my order?
Please contact us at customersupport@thejalexander.com immediately upon receiving your order. We will address and resolve any discrepancies as quickly as possible.

Order Processing & Modifications

Can I change a product in my order after it's been placed?
Once an order is submitted, it is automatically processed and cannot be modified. Please review all items carefully before completing your purchase.

Can I update my shipping address after placing an order?
Yes, as long as the order has not been shipped. Contact us as soon as possible to request a change. If your order has already been dispatched, we are not responsible for delays or failed deliveries due to incorrect address information.

Is shopping on your website secure?
Yes. Our website uses SSL 128-bit encryption to securely process all orders and protect your personal information.

Do you share or sell my personal information?
No. We do not sell, share, or trade your personal information under any circumstances. Please refer to our Privacy Policy for more details.

Shipping

Where do orders ship from?
All orders are shipped from Dallas, TX.

How long does shipping take?
Orders are processed within 2–3 business days. Delivery typically takes an additional 3–5 business days via USPS Priority Mail, unless otherwise noted in the product description.

Do you offer same-day delivery?
No, we do not currently offer same-day delivery.

Is local pickup available?
Not at this time. However, this option may become available in the future.

How can I track my order?
Once your order ships, you will receive an email with your tracking number. If you do not receive tracking information, please verify that your email address was entered correctly and contact us if needed.

Returns & Exchanges

Can I return my order for a refund?
No. At this time, we do not offer refunds. All sales are final.

Do you offer store credit or exchanges?
No. We do not provide store credit or process exchanges. If your order was placed through a third-party platform such as Facebook or TikTok, please reach out to us via email for assistance.

Gift Cards