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GENERAL FAQ's

Our goal is to create garments that you can wash, dry, and repeat for seasons to come. We also take pride in the fact that none of our pieces require dry cleaning.

With that in mind, we go out of our way to find fibers that are long-lasting, low-maintenance, and easy to care for.  Wash your garment on a warm temperature, preferably the delicate or hand wash cycle.  Tumble dry your piece on low, or better yet, hang to dry in a gentle breeze! It's better for the environment.

*We suggest that you handwash some of our pieces that have a delicate knit or unique details. Please consult the tag on the garment itself or email us at hello@jacksonrowe.com if you are unsure.

We are based out of beautiful Vancouver, British Columbia, Canada.

Our Women's and Little Rowe lines are manufactured in Los Angeles and China in factories that promote sustainable fashion and ethical manufacturing.  All of their mills, wash houses, screen printers, and sewing facilities are monitored and 3rd party certified for compliance with both social and environmental standards.  Their supply chain is traceable and they are transparent in their operations at all times. 

Our Men's line is manufactured in Canada.

Wherever we can, we use environmentally-friendly and sustainable fabrics. 

We use the following in our Signature Tees, Women's Tees, Little Rowe and our Men's Line:

Modal: made from Beech tree pulp, modal is a plant-based material that is completely biodegradable.

Lyocell Modal: A carbon-neutral product with all of the soft and luxurious qualities of modal.Lyocell: A soft, absorbent fabric that is made from eucalyptus trees that grow quickly without irrigation or the use of pesticides.

Supima Cotton: Grown in California, Supima Cotton is traceable, sustainable, and is known for its strength, softness and colour retention.

ACCOUNTS & ORDERS

We love hearing from our customers! Whether you have a comment, a question, or a complaint, we are here for you!

Email us at hello@jacksonrowe.com

DM us on Instagram @xo_jacksonrowe

DM us on Facebook @jacksonrowe

On our main webpage, top right hand corner, click on the person icon just beside our search option.

Here you can set up different shipping addresses, view previous orders, and manage your wishlist items.

Please email us at hello@jacksonrowe.com with any questions and we'd be happy to help!

On our main webpage, top right hand corner, click on the person icon just beside our search option.

This will take you to our Customer Login page where you can click the Forgot your Password? link to reset your password.

Please email us at hello@jacksonrowe.com with any questions and we'd be happy to help!

Our newsletter is the best way to keep up with everything that's going on with Jackson Rowe. You will receive information about new product launches, what's going on behind the scenes, as well as the odd discount code or two. You don't want to miss out!

Head to the bottom of this page, enter your email and you will be sent a confirmation email, and you will be on our mailing list. Easy peasy!

When you reach the Shopify Checkout screen, under your Order Summary you will see a box with purple text: ADD DISCOUNT CODE.

Click on the text and type in your discount code.

If you have any issues with using a discount code, please email us at hello@jacksonrowe.com and we will try our best to help.

When your order ships, you will receive a shipment confirmation email that includes your Canada Post tracking number. 

If you did not receive a shipping confirmation email, please email us at hello@jacksonrowe.com and we will do our best to help.

If you need to cancel or adjust your order, please email us at hello@jacksonrowe.com as soon as you can. 

Because our shipping times are normally very quick, the sooner you contact us, the better.  We cannot cancel or make adjustments to your order once it has been shipped.

We accept all major credit cards (Visa, Mastercard, and Discover Card), PayPal, Apple Pay, Jackson Rowe Gift Cards and Jackson Rowe Store Credit.

RETURNS AND EXCHANGES

If the product you ordered doesn't fit or is unsatisfactory or defective, you have 30 days from the date of purchase to return it for a full refund* or exchange it for a product of equal or lesser value.*excluding original shipping costs, if applicable.

Please note that the following purchases are a FINAL SALE: Sale items, purchases made with a discount code, Bodysuits, Gift boxes, Accessories (jewelry, face masks, toques, hats, socks, etc.).

Before you proceed with your request for a return/exchange, please ensure you meet the requirements:

The product(s) have not been washed.

The product(s) are not worn or damaged.

The product(s) are in re-sellable condition, meaning scent-free and clean (we love your pets but we don't want their hair on your returned items, thank you!)

The original tags are intact and included.

All sale items are a final sale, meaning no refunds or exchanges.

All purchases made with a discount code are a final sale, meaning no refunds or exchanges.

Since we keep our online and wholesale streams of business completely separate, we are not able to help with any return or exchange requests for purchases made at our wholesale partners.  Please consult with the store that you purchased the item from and they will be able to help you.

Please note that we only accept returns on purchases made at full retail. Please email us at hello@jacksonrowe.com with the following information: Your order number, the reason you are returning the item 

We will respond within 48 hours with a Return Authorization and an address label.  

Please follow the instructions on the attachment carefully, making sure to affix the address label to the outside of your package and to include the item slip inside of your package. 

Please make sure to include the item slip with your return, or your refund will be delayed.Once we've received and processed your return, you will be reimbursed for the full amount of your item, excluding original shipping costs.

While we offer free shipping on all orders over $100, the customer is responsible for the return shipping charges.

Please note that we only allow exchanges on purchases made at full retail. Please email us at hello@jacksonrowe.com with the following information: Your order number, the reason you are returning the item, the item/size/style/color that you would like in exchange

We will respond within 48 hours with a Return Authorization, an address label, and an order number for your exchange order.  

For the return, please follow the instructions on the attachment carefully, making sure to affix the address label to the outside of your package and to include the item slip inside of your package. 

If these steps aren't followed, the shipment of your exchange order will be delayed.

Once we've received and processed your return, Customer Service will reach out to let you know that your return has been approved and that your exchange order has been shipped. 

You will be provided tracking information for your new order at that time. 

While we offer free shipping on all orders over $100, the customer is responsible for the return shipping charges.

We take great care to inspect each item that leaves our warehouse, but sometimes defective pieces do squeak by! 

Please email us right away at hello@jacksonrowe.com with a photo of the damage.If we have a replacement item available, we will ship it out to you at no charge.

If we do not have inventory of the item in question, we will refund your purchase.

No, sorry.  You can return your item and re-purchase it at the discounted price, but we do not offer price adjustments of any kind.

Once your return is received at our warehouse, your refund will be processed within 5 business days.  You will receive a refund confirmation email when completed.  Please note it can take up to 10 business days for the refund to show up on your account.  If you do not see your refund in your account after 10 business days, please contact your financial institution.

SHIPPING & LOCAL PICK UP

All orders over $100 before tax receive free shipping in Canada and the US.

CANADA

Shipping within BC for an order below $100 is $10.99. Shipping to the rest of Canada for an order under $100 is $14.99.

USA

Shipping for an order under $100 to the US is $14.99.

INTERNATIONAL

We offer a $40 flat rate for all international orders.

We work hard to get orders out within 24-48 hours of placement, but during seasonal launches, sales and peak periods, please allow a delay of 5-7 business days.  

CANADA 

All Canadian orders are sent via Canada Post Expedited shipping which has tracking included. Once your order has shipped, you will receive an e-mail with a tracking number for your shipment, if applicable.Canadian orders can take up to 1-4 business days to arrive but can be delayed during peak periods.

USA

USA orders are shipped via Canada Post to United States Postal Service after being processed through Customs. US orders can take up to 10-14 business days to arrive from the shipment date but can be delayed during peak periods. Once your order has shipped, you will receive an e-mail with a tracking number for your shipment, if applicable.

INTERNATIONAL

International orders are shipped via Canada Post to your country's national postal service after being processed through Customs. Please be advised that international orders can take a considerable amount of time in transit, sometimes 2-4 weeks from the shipment date, depending on where you are in the world. Once your order has shipped, you will receive an e-mail with a tracking number for your shipment, if applicable.

Please email us right away at hello@jacksonrowe.com and we will do our best to help. 

We do not re-direct orders once shipped. If an order is returned to us by our mail carrier due to an incomplete or invalid shipping address entered at checkout, there will be an additional shipping charge to the customer for the second shipping attempt. 

Please ensure your address is correct at checkout!

Customs and/or import duties are charged when the parcel reaches its destination country. These charges are paid by the recipient. Unfortunately, we have no control over these charges as customs policies and import duties vary widely from country to country. We recommend contacting your local customs office about this for further information.

If you're in Canada, you will be charged the appropriate tax for your province (HST or PST) plus the GST. USA orders are subject to Customs and Duty fees as well as whichever state taxes apply to your order.

You will be advised on the product page if the item you are ordering is pre-order. In that case, your order will be shipped during the pre-order shipping window specified for that particular product. 

Note that shipping dates are estimates and can be delayed due to unforeseen circumstances. 

If your order contains items that are in stock, your entire order will ship once the pre-order item is available. 

Please contact Canada Post, USPS or your local postal service and file a service ticket to find out what has happened with your parcel. You can do so with Canada Post here. In 95% of cases, they are able to locate your order and deliver it to you safely. If your parcel is deemed lost, please email us at hello@jacksonrowe.com and we will work on a solution.

Once your order is placed, you will receive an email from Customer Service with the following information:

Pickup Window: Monday through Friday: 10am-3pm

Address: 1868 Glen Drive in the GX Building.

Please call when you arrive and we will meet you outside of the front door.

*Do not enter the building and we ask that you wear a mask when interacting with our staff, for your safety and ours!  

*Orders not picked up within 30 days of purchase will be automatically refunded.

Still got a question? Email us!