FAQs

Why do you need my ID?

We require government issued photo ID to verify that you are over the age of 19.

Please ensure the photo clearly shows your name and date of birth. IDs are removed from our database after the order is completed.

When will my order be shipped?

Orders are processed within 1-2 business days. We ship 5 days a week, Monday to Friday.

How is my order shipped?

All orders are packaged professionally and discreetly. We use durable, odor-proof, and tamper-proof packaging and we ship via Canada Post.

My order status says ‘Hold’

Orders are moved to ‘Processing’ when payment is received and confirmed. Please allow some time for payments to be processed.

How long does it take for my order to arrive?

Once shipped, orders typically take 2-5 business days to arrive.

Who do I contact for support?

Email us any time at jackandjaneshop@protonmail.com! You can expect to hear back from us within 1 business day.

Will I get a tracking number?

Yes, when your order ships out you’ll receive a confirmation email. This will include a Canada Post tracking number. Make sure to check your spam folder if you don’t see it in your inbox! You can track Canada Post packages here: https://www.canadapost.ca/track-reperage/.

What will happen to my order if I don’t submit payment?

All unpaid orders will be cancelled within 48 hours of non-payment.

I won’t be home, or I live with my parents/roommates. What are my options for discreet shipping?

Canada Post offers a free personal PO BOX service called “FlexDelivery”. You’ll be notified when your package is ready for pickup at the post office.

For more info click here.

My order is showing as shipped but there’s no movement on the tracking number.

We print shipping labels before dropping off orders to Canada Post. Once they receive and scan your package, you’ll see movement on the tracking number. If you don’t see any activity after 3 business days, email us at jackandjaneshop@protonmail.com and we’ll look into it!

I want to modify or cancel my order.

For any changes, questions, or cancellation requests with your order, please contact jackandjaneshop@protonmail.com

Can I return my order?

No, all products are final sale.

If your order wasn’t received as expected or you have any other issues with your order, email us at jackandjaneshop@protonmail.com.

Large orders over $300.

We suggest using a Canada Post Flex address or PO box for orders over $300. We do not ship orders over $300 to apartments, units, or condos.

For more info on Canada Post Flex click here.

I put the wrong address. What do i do?

If you made a mistake on your shipping address contact jackandjaneshop@protonmail.com ASAP. We are not responsible for lost packages. Please ensure your information is 100% correct before submitting.

If a wrong address results in a Return To Sender, we will charge a $10 handling fee to reship your order.

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