orders + shipping
we aim to ship orders within 24–48 hours, excluding weekends and holidays. processing may take longer during promotions or peak periods. you’ll receive a shipping confirmation with tracking once your order ships.
use the tracking link in your shipping confirmation email. you can also access your order through the “customer portal” link in our website footer.
use the customer portal before fulfillment to access available order edits, shipping address changes, and cancellations. please act quickly, as orders may enter fulfillment shortly after purchase.
once fulfilled or shipped, an order can no longer be edited or canceled. if you need help using the portal, contact hello@jackhenry.co.
tracking may take time to update after a label is created or while a package moves between carrier facilities. check the latest information through your tracking link.
if your package appears lost, submit a claim through the customer portal. if you’re unsure about its status, contact hello@jackhenry.co with your order number.
shipping options and rates are shown at checkout before you pay. any applicable free-shipping offer will be reflected there. international rates vary by destination.
available destinations and shipping options are shown at checkout. some products have destination-specific shipping restrictions.
international orders may be subject to customs duties, taxes, or import fees. review the charges shown at checkout; additional fees assessed by local authorities are the customer’s responsibility.
for an item that arrived damaged, submit a claim through the customer portal within two days of delivery. include clear photos of the item and shipping packaging, where relevant, and retain both until you receive instructions.
for missing items, email hello@jackhenry.co with your order number and what’s missing. report incorrect or defective items within two days of delivery, including a description and relevant photos. we’ll review the issue and confirm the next steps.
if tracking shows delivered, check your delivery location, mailbox, building reception, and with other members of your household.
if you still cannot locate the package, or it appears lost in transit, submit a claim through the customer portal. claims are reviewed under the applicable shipping and package-protection terms.
returns + exchanges
start your request through the customer portal within 14 days of delivery. returns and exchanges are available for eligible purchases made directly through jackhenry.co.
follow the authorization and shipping instructions provided. do not send products back without authorization. exchanges depend on availability, and the original product must be received before a replacement ships unless our team confirms otherwise.
yes. opened and used products are eligible for return or exchange within 14 days of delivery, subject to our return policy.
return the product in its original container and include its original packaging if available. opening the protective seal does not by itself make a product ineligible.
exclusions include gift cards, digital products, personalized items, complimentary gifts or samples, and items marked final sale, subject to applicable law.
products altered or damaged after delivery beyond ordinary use to try them may also be ineligible. see our return and refund policy for full details.
customers pay return shipping unless an applicable return-shipping service covers the cost or we confirm that an item arrived damaged, defective, or incorrect.
a prepaid label’s cost may be deducted from your refund when coverage does not apply. original shipping charges are generally nonrefundable, except for a jack henry error or where required by law.
allow five to seven business days after your return is received and inspected for processing. approved refunds go to the original payment method, and we’ll email you when yours has been processed.
your bank or payment provider may take additional time to post the credit.
online orders cannot currently be returned at jack henry studios. start your return through the customer portal.
studio, retailer, and marketplace purchases must be returned to the original seller under that seller’s policy.
where applicable, EU consumers may withdraw from an eligible online purchase without giving a reason within 14 days after the last item is delivered.
submit your request through our electronic return portal or contact hello@jackhenry.co before the deadline. see our return and refund policy for full terms. these statutory rights are separate from our voluntary policy accepting eligible opened and used products.
subscriptions
subscribe & save provides automatic deliveries on your selected schedule at the subscription price shown when you sign up. review the savings, frequency, and any minimum commitment before purchasing.
manage future deliveries through the “subscriptions” link in our website footer.
any minimum order commitment is shown in the terms when you sign up. check those terms or your subscription portal before making changes.
if you’re unsure which commitment applies, contact hello@jackhenry.co.
click “subscriptions” in our website footer, or use the person/account icon at the top right. sign in with the email associated with your subscription and select the subscription you want to manage.
if you cannot sign in or locate it, contact hello@jackhenry.co.
use the subscription portal to manage available product, schedule, shipping address, and payment settings. options may depend on your subscription’s terms and status.
these changes affect future deliveries. a renewal order already created must be managed separately through the customer portal before fulfillment.
sign in through the “subscriptions” link and select your active subscription to view available options. any applicable minimum commitment must be met before using options restricted by that commitment.
make changes before your next renewal processes and confirm they were saved. pausing or canceling does not automatically cancel an order already created.
use the customer portal before fulfillment to access available edits or cancellation options for that order.
pausing or canceling your subscription affects future renewals, not an existing order. once fulfilled or shipped, the order must follow the applicable return process.
eligibility depends on the offer’s terms. codes may apply only to one-time purchases or exclude subscription items.
check the offer details and checkout total before purchasing. a promotional discount does not necessarily apply to future renewals.
products
start with “find your routine” on our website for recommendations. product pages explain intended use, finish, and application.
for help choosing a hair product, contact us with your hair length, texture, desired hold, and preferred finish.
find ingredients and application instructions on the product page and packaging.
review them before use, especially if you have known allergies or sensitivities. contact hello@jackhenry.co if you need help finding specific information.
individual reactions vary. review the ingredient list carefully, including fragrance and essential oils, to check for known sensitivities.
test a small area before full use and stop using the product if irritation occurs. contact us if you need help identifying ingredients.
yes. jack henry is cruelty-free certified through the leaping bunny program. we do not test our products or ingredients on animals.
store products at room temperature, away from direct sunlight and excessive heat. keep containers closed between uses and follow any product-specific instructions.
check the packaging for an expiration date or period-after-opening symbol. the open-jar symbol indicates how many months to use the product after opening; this differs from unopened shelf life.
shelf life varies by product and storage conditions. contact hello@jackhenry.co for guidance on a specific item.
payments + support
available payment methods are displayed at checkout and may vary by location, device, and purchase type. select your preferred option before completing your order.
check the code’s expiration date, eligible products, minimum spend, and combination restrictions. some offers exclude subscriptions or sale items.
enter the code exactly as provided. if it still doesn’t apply, contact hello@jackhenry.co with the code and items in your cart.
confirm your billing and payment details. your bank or payment provider may need to approve the transaction, or you can try another available payment method.
if you need help checking whether an order was placed, contact hello@jackhenry.co. do not send your full card number or security code.
coverage depends on the package-protection terms associated with your order. review the checkout terms for covered events, exclusions, and reporting deadlines.
submit damaged-item and lost or missing-package claims through the customer portal. submitting a claim does not automatically confirm coverage or approval.
visit our help center for self-service options and the contact form, or email hello@jackhenry.co.
start with the customer portal for returns, exchanges, damaged or lost-package claims, and order changes before fulfillment. use the subscription portal for future subscription changes.
if you need assistance, include your order number and a brief description.