Our turnaround time as of 1/2/2024 is an estimated 4 weeks.

Hello! Here you will find the answers to your questions.

What are your turnaround times?

We are a husband and wife team and almost every single item on our website is handmade by us for you (made to order). 

1. Although we aim to stay within our turnaround, there are certain situations which can affect it.
1. On new release days, back to school season, or peak holiday seasons please expect a longer turnaround, up to an estimated 2 additional weeks, due to the influx of orders.
2. There are supply shortage issues going on continually due to the worldwide epidemic that directly impact our business which may affect our turnaround. 
3. On days that we re-open our website after closing it down please expect a longer turnaround for that entire week due to a sudden influx of orders- up to a 2 week additional delay.
2. Please remember that If items purchased in the "ready to ship" are ordered in conjunction with items located under "wooden resources" then the full turnaround applies since all items are shipped together.
3. Easy Dry Erase Boards™ are all handmade and made to order.
4. We cannot combine orders or add to orders at this time. 
5. We reserve the right to cancel an order for any reason. A full refund will be immediately issued upon cancellation.

Jack and Link currently only ships within the United States, APO/AE, and Canada.

Dry Erase Boards

Most dry erase boards and mini-writables will come with a brown protective  adhesive cover that you can peel off on at least one side. The best way to get it off is to start at the corner/a side and dig in with your fingernail.  Please test out your markers on a bottom corner of your board first before using them. 

Shipment of Dry Erase Items to Include the Mini Writables

If you purchase only dry erase items, it is most likely that they will ship sooner than 4 weeks. Although there's still a lot of factors that go into that such as: how many items were purchased (10 dry erase boards vs. 4-5 mini writable sets), do I have any already made or do I have to make a new batch, etc. So please always plan for a 4 week turnaround.

Cancellation of Orders 

If you wish to cancel after placing an order, we completely understand and we will refund and cancel your order minus an $8 cancellation fee for orders $100 or less and 8% for orders $100 or more. The fee covers the costs we incur from credit card processing companies-- both the initial purchase and the refund transaction. We are unable to cancel orders that we are currently processing. 

Order Issues

If there are any issues with your order please reach out to us within 7 days of tracking showing the package was delivered to the requested shipping address.  You may contact us at hello@jackandlink.com.

Shipping:

We use UPS as our primary shipping carrier within the lower 48 states. We use USPS for international, military, Hawaii, and Alaska as our carrier. Our shipping rates are calculated upon checkout directly from the shipping carriers themselves. We have a daily pickup from UPS and a weekly pickup from USPS.

If you've received a delivery notification from UPS that an item has been delivered and have not received it, please message us at hello@jackandlink.com and we can forward your message to our business manager at UPS. In certain situations they may want you to contact UPS directly. Please include your name and order number.

Domestic Shipping Timeframes: Usually anywhere from 1 business day to 4 business days. We are located on the east coast so if you're located on the west coast then the longest transit time would be applicable and if you're located on the east coast then you'd be among the shorter transit times.

International: We ship USPS due to lower custom and duties charged to our customers upon acceptance of the package and transit times are usually around 7 business days. You are responsible for all customs, duties, and taxes charged at your country of residence upon delivery/pick up.

Damages:

If you received an item that was damaged in transit, please save all packaging materials and send pictures to us at hello@jackandlink.com within 7 days upon tracking showing the package was delivered so that we may file a claim with the shipping carrier. Upon filing the claim, we will immediately begin working on a replacement. Please be aware that there may be occurrences in which the shipping carrier requires the receiver to file the claim vs. the shipper. In those situations, we would need you to submit the proper documentation to the carrier.

International Orders: 

All applicable duties, tariffs, and customs fees are the customer's responsibilities. We decided to ship our international orders via USPS vs. our domestic orders which ship by UPS due to lower customs/taxes incurred by our customers upon receipt of the package.

Unfortunately, due to product mishandling at PO Boxes, border boxes, and third party carriers, we do not ship to PO boxes, border boxes, or through third party shipping carriers.  Shipping addresses and billing addresses must match.

If the address does not match, we will cancel those orders and refund your order minus our $8 cancellation fee which helps to cover payment processing fees we incur on both the initial order and the refund transaction fees.

Please be aware that we will not refund shipping for orders returned as rejected because of custom fees.  If an item is returned back to us from an international customer for any reason, the amount we had to pay to retrieve the package will be deducted from your total refund amount. 

What is our Return Policy?

Please contact us within 7 days of the package being delivered according to tracking to start a return. Purchases may be refunded if unopened, unused, undamaged, and in original packaging. Due to these being children items we take seriously returns coming back to us for safety and cleanliness.

We are not able to reimburse original shipping fees. The customer pays shipping costs for any returned items. Refund requests will be denied if not received within 14 days of purchase and package.   Please e-mail Hello@Jackandlink.com to notify us of any return. 

Grain Patterns, Variations, Knots, and Other Character Elements of Wood

We are not accepting requests for items with grain patterns, beautiful variations, knots, etc. Likewise, we are not accepting requests for "clear" wood. We love the natural variation in wood and we try to highlight that as much as possible and whenever possible. Whenever we manage to get a hold of a lot of wood with the beautiful knots and heavy variation, we usually create special/one-of-a-kind pieces with it and we will showcase it on our instagram page @jackandlinktoys and create a special "while supplies last" sale for those that love the heavy variation in wood.