F.A.Q
Orders
How can I verify the status of my order?
- Click on "My Account" at the top right corner of any page.
- Sign-in using your e-mail address and password.
- In the dashboard, you'll have access to your latest orders and their statuses.
You'll find a tracking link in the confirmation email you’ve received right after your order. This link leads you to a dedicated Canada Post website.
Can I modify or cancel an order once it’s been submitted?
Once your order has been submitted, it cannot be modified or cancelled. You must return the item to receive a refund. For an exchange, you will also need to return the item to receive a refund and process a new order for the requested item.
What forms of payment are accepted for purchases made online?
We currently accept the following credit cards as forms of payment:
- Visa
- MasterCard
- American Express
How do you secure online payments?
JACOB partnered with the best companies in order to offer a secured payment solution.
We're using the industry standard SSL encryption protocol that protects your personal information when you’re in the "My account" section of our website.
If you suspect a fraud on your credit card, you must contact immediately your financial institution or the company that issued the credit card.
Can I include a special message with my gift purchase?
Absolutely! This service is available at the step #4 of the checkout process, when you have to choose a shipping method.
Can I have my purchases gift wrapped and what are the related costs?
It will be our pleasure to gift wrap your your selected items. An additional $5 fee will be added to your invoice. These fees are non-refundable should you wish to return the items.
This service is available at the step #4 of the checkout process, when you have to choose a shipping method.
Will I be charged sales tax on my order?
Tax charges are based on applicable federal, provincial and harmonized sales tax rates based on the delivery address associated with your order. Where required, sales tax will also be applied to the shipping, return, handling and gift wrapping charges. If you return an item for a refund, you will also receive a refund for the sales tax you paid for that item. You will not receive a refund for the sales tax you paid on the shipping, handling and gift wrapping of that item, as these charges are non-refundable once an item has been shipped.
Tax-Exempt Customers
Unfortunately and for security reason we are unable to accept Tax-exempt orders.
Your account
Do I need to create an account to shop online?
You’ll have to create an account when you order for the first time on our site. It will help you to complete your next orders faster, check your order status and create wish lists.
How do I create an account?
- Click on "My account" located at the top right corner of the page
- Click on the "Create an account" button
- Enter the information requested
- Validate
You will then receive a confirmation email, with a link to verify your email address.
You can access your account to complete your personal profile.
How can I manage my account?
You can manage your personal information, including your email address, password, billing information or email preferences at any time. To access your account, click on "My Account".
What do I do if I have forgotten my password?
To change password:
- Click on "My account" located at the top right corner of the page.
- Click on "Forgot your password?".
- Enter your email address associated with your account.
- You will receive an email with your new password.
Shipping and returns
When will my credit card be refunded?
Once your package has been received, your refund will be processed in the original form of payment (i.e. same credit card) within five business days. You will be notified, via email, when the refund has taken place. Please note that your banking institution may require additional days to process and credit this transaction to your account once it has received the refund confirmation from Jacob.
How long does it take for a credit card refund to show up on my statement?
It can take up to two billing cycles for the refund to show up on your statement, depending on the issuing bank.
How do I return or exchange an item?
For details, please consult our return policy.
Which carrier is used to ship my orders?
Shipments are made via Canada Post.
An in-house carrier is used for shipments to a JACOB store.
Can my billing and shipping addresses be different?
Yes, your billing address can be different from your shipping address.
During the checkout process, you will first be asked to enter your billing address. However, your billing address must match the address associated with the credit card that you are using to complete your purchase. You will then be asked to enter the shipping address, which corresponds to the location to which you want your purchase delivered.
Can I request that the same order be shipped to different addresses?
Not at the moment. Items in the same order cannot be delivered to more than one address.
Can I request that my order be shipped to a Jacob store?
You can choose to have your order shipped to a JACOB store to take advantage of a free delivery. During the checkout process, simply search for and select the JACOB store you would like your order to be shipped.
You will be notified by JACOB via email once your order will have been delivered to the specified store location. You have 10 days following the JACOB delivery notice to pick-up your order in the store.
To pick-up your order, you will need to present the JACOB invoice that was sent to you by email, and/or a valid photo ID.
IMPORTANT - Items purchased online and picked up in a JACOB store can only be returned to a store. They cannot be returned to the JACOB online store.
What are the shipping fees?
We offer free delivery for orders of $100 and more before tax. A $9 fee will be charged for the delivery of orders under $100.
The minimum order for free shipping can be lowered during specific promotions.
The $9 fees are non-refundable should you wish to return the items.
What are the return fees?
A $5 fee will be charged for the return of your order.
There are no fees for returns made in a JACOB store.
When will my order be delivered?
Ground delivery with Canada Post - It may take approximately 1 to 7 business days from the shipping date, depending on the shipping location.
For orders that contain multiple items, you may receive some items separately. The shipping and handling charge only applies to the first package shipped.
Delivery to a JACOB store - It may take approximately 3 to 9 business days from the shipping date, depending on the store location.
Do you offer express delivery?
We are currently unable to offer express delivery. You should expect to receive your order within 1 to 7 business days.
How can I track my package?
You'll find a tracking link in the confirmation email you've received right after your order. This link leads you to a dedicated Canada Post website.
You cannot track your order when you have chosen to have it delivered to a store. You will be notified by JACOB via email once the package will have been delivered to the selected store.
Do you ship outside Canada?
No. We currently ship only within Canada.
Can I place an order if I live outside Canada?
Unfortunately, it is currently not possible to place an order if you live outside Canada.
When are you charged?
Credit cards will be debited at the time we ship the item(s) to you.
If I purchased an item online, can I return it at a store?
Merchandise that was purchased online can be returned at any JACOB store (item must be returned in the same banner store). Please be sure to have your original receipt with you, when returning an item. For complete details on how to return or exchange your purchase, please consult our Return Policy.
Catalog and products
How can I receive information on promotions, special offers and discount coupons?
Subscribe to our Newsletter to receive information on the latest trends, new arrivals, special offers and sale announcements. You will find the link on our homepage or under "My Account".
Size Chart
To find out what size best suits you, please refer to our Size Chart.
Can I purchase gift cards online?
You can purchase gift cards online in denominations of $25, $50, $75, $100 and $250.
To purchase a gift card, please go to the Gift Card section. Currently, Jacob gift cards can only be redeemed at JACOB and JACOB Outlet stores. . They cannot be redeemed online at jacob.ca.
How can I obtain my gift card balance?
In order to obtain your gift card balance, we invite you to visit a store or send an email to our Customer Service with the complete gift card number, and we will get back to you with the balance information.
JACOB partnered with the best companies in order to offer a secured payment solution.
We’re using the industry standard SSL encryption protocol that protects your personal information when you’re in the “My account” section of our website.
If you suspect a fraud on your credit card, you must contact immediately your financial institution or the company that delivered the credit card.