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Frequently Asked

Home Frequently Asked

#Frequently asked questions

A question about our distribution services, shipping locations, policies, or products? Your answers can be found here.

How long does it take for home delivery?
We use USPS Priority mail and UPS Ground to send most of our Domestic US orders. DHL is used for orders shipped from our Brooklyn-based Warehouse to Canada. All orders SHIP IN 24 HOURS and ARRIVE IN 3-4 DAYS (Same as Amazon Prime).
What destinations do you ship to?
Jacobs Imports ships wholesale & retail orders to ALL US Domestic States and select locations in Canada. All orders are shipped from New York City. If ordering products in Canada, please consult with us to determine the most cost effective shipping method. Unfortunately we do not ship to the UK at this time.
What is the average cost of shipping a bulk box?
Shipping is Free if stated near price. $9.95 US Domestic (up to 10 items). $18.95 for Express Post (1 business day).
I haven’t received a dispatch email/email confirmation?
Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including you junk as it will come from a noreply email address. To ensure emails reach you, add the domain jacobsimports.com to your safe senders list.
Where is my order?
You can track your order from your shipping confirmation email or by logging into "My Account" on Jacobsimports.com. We send an email with a tracking link as soon as your package ships, which you can use any time to check its progress.
Can I collect from your local store?
We offer a local pickup service for wholesale or large bulk orders. This is available on the checkout page once you reside in the New York Tri-State area.

Coronavirus (COVID-19) Update: Please be advised that our Brooklyn Warehouse is temporarily closed for onsite pickup
Do you offer free local delivery in NYC?
Yes, we offer door-to-door local delivery in Brooklyn, Manhattan, Queens and Long Island.
Why can’t I select next day delivery?
We can only guarantee next day delivery to customers located within New York Metropolitan area.
How do I cancel or edit an order?
You can cancel your order while it's still in a Processing status. Once the status changes to Shipped, the order can't be canceled. Once a cancellation request is submitted, it can't be undone. If the order or item is too far along to cancel, most items can be returned at our discretion.
How do I get a refund?
If you return your item to our Warehouse or by mail, you should see the money appear on your original payment method within five business days (depending on your financial institution). If we have to cancel an order or item, we'll email you right away to ask how you prefer to get your money back. Learn more about canceled orders and items or contact Customer Care using the button below if you still have questions.
COVID-19 Update
Please be advised that our Brooklyn Warehouse is temporarily closed for onsite pickup. Local delivery and contactless payment options are available to ensure the safety of our staff and valued costumers.
Who pays for return postage?
If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost.Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.
Why have you not refunded the original delivery charge?
If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.
How do I apply a promotional code?
You can add a valid promotion code in the Basket.
Why is my order delayed?
Order delays can occur for a variety of reasons; for example, items going out of stock after you place your order. We are doing our best to adjust our course to keep up with the ever-growing demand for popular items. We send order update emails in real-time as inventory and procedures allow. New estimated delivery dates are displayed in the order tracker.
When will my card be charged for my order?
Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.