Shipping policy

All orders are processed within 3 to 15 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. If there are any delays beyond the 15 business days you will be notified via email. At that point you can determine if you would like to continue to wait on the backorder item or cancel your order. If an item is out of stock you will receive an email with your options, including a refund.  

International Shipping

We offer international shipping to the following countries: Canada 

If you’re using calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout.

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. [Your Company] is not responsible for these charges if they are applied and are your responsibility as the customer.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

If you haven’t received your order within 5 days of receiving your shipping confirmation email, please contact us at customercare@jademackenzie.com with your name and order number, and we will look into it for you.

Refunds, returns, and exchanges

We accept returns up to 15 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount via store credit minus the shipping costs for the return.

All clearance items are FINAL sale and can’t be returned or exchanged. 

NOTE: WE DO NOT ISSUE CASH VALUE REFUNDS BACK TO YOUR CARD. IT'S STORE CREDIT ONLY.

In the event that your order arrives damaged in any way, please email us as soon as possible at customercare@jademackenzie.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don't hesitate to contact us at customercare@jademackenzie.com.