Policies

General

In general, our policy is to do everything we can to make our customers happy.

Returns

We will handle returns on a case by case basis.  All merchandise is inspected before shipment.  it is the responsibility of the purchaser to inspect packages received and to pursue remedial action from the carrier when there is damage to the packaging which would obviously be from shipping mishandling.

No item may be returned without a return authorization from Jacobs Online.  Returns that are approved must be returned at the purchaser's expense and original shipping charges will not be refunded.  Returned merchandise must be in the original packaging and in original condition.  A 20% restocking fee will be charged unless there are extenuating circumstances.

Using a forwarding service? 

Please contact us for the extra charge for a tracking number.  We are not responsible for orders shipped through a forwarding service and will not replace those orders if they do not arrive (often they are just very late).  You will need a tracking number for proof to your forwarding service that it arrived to them and they are responsible if you do not receive it.  In our experience, forwarding services are not very reliable.

Cancellations

We will be glad to cancel any order with no charge as long as the item has not been shipped.  Since we also try to get orders out the same day they are received, there is usually a very limited window of opportunity to cancel orders.  Any order shipped cannot be cancelled and will be treated as a return per the above section.

Pricing

We spend a great deal of time and effort looking for suppliers that offer products at the best prices.   Price increases are a way of life and when a supplier raises our prices, we are forced to pass them on.  Therefore, we reserve the right to change prices without notice.

Suggestions

We are always open to and appreciate suggestions on how to improve the web site, service, products to carry, etc.  To submit a suggestion, send an email to customer-support@jacobs-online.biz.