FAQ

Frequently Asked Questions

Returns:

Q. If I need to return or exchange my Jackson & Hines purchase, what should I do?

A. One of our core values at Jackson & Hines is customer delight. If you are not delighted with a Jackson & Hines purchase you may return for a full reimbursement within 7 days of purchase. We must receive the product purchased, along with the original receipt; Jackson & Hines will cover all of the shipping cost. If you do not have the receipt, simply return and we will gladly exchange for another one of our products or give you store credit for future purchases within 90 days of the return.

To understand how we can continually improve delighting our customers, we may ask (and you can choose to share) why you were not satisfied with your purchase.

Products not available online:

Q. Why can I not order individual Tocca products through Jackson & Hines web site?

A. At Jackson & Hines we love the Tocca line of products and believe they are products consistent with our image and values. As a new provider of Tocca products, they have asked that any new Tocca retailers not sell their products online and with respect to the company we will honor this request. However, although we will not sell Tocca products directly online, we do have a listing of these products on our web site. You can purchase any of the Tocca products we sell by visiting our store at, 4 North Main Street, Pittsford, New York 14534, or from our Jackson & Hines catalogue. If you are interested in any of the Tocca products we sell, please send an email to: info@jacsksonandhines.com or call us at 585-385-6995 (toll free: 877-785-6995). Our Tocca products are included in our beautiful gift sets.

Q. What if I cannot find a specific product from Dr. Hauschka, Tocca, L’Artisan or Face Stockholm listed in the Jackson Hines catalogue or web site?

A. If you are interested in a specific Dr. Hauschka, Tocca, L’Artisan or Face Stockholm purchase and it is not listed on our web site or in the Jackson & Hines catalogue, please send an email to: info@jacsksonandhines.com or call us at 585-385-6995 (toll free: 877-785-6995). Please specify what product you are interested in purchasing and we will do our best to find it and ship directly to you.

Customized orders:

Q. I enjoy the Jackson & Hines chocolates, but would like a specific flavor or flavors.

A. Customer delight is paramount to Jackson & Hines. If you would like a specific flavor or flavors of chocolates, please send an email to: info@jacsksonandhines.com or call us at 585-385-6995 (toll free: 877-785-6995) and specify which flavors of chocolates you would like. We will be more than delighted to create a delicious box of chocolates just for you. A list of our chocolates is available on our web site.

Q. What if I would like to give a customized gift set from Jackson & Hines?

A. Jackson & Hines believes in customer delight. If you would like to create a customized gift from our list of products, please send an email to: info@jacsksonandhines.com or call us at 585-385-6995 (toll free: 877-785-6995) and we would be more than happy to create the perfect gift from you. You can tell us exactly what products you would like in the gift or provide us with any information you want to share with us about the recipient of the gift and we will work with you create the perfect gift.

Shipping:

Q. Does Jackson & Hines charge for shipping product.

A. At Jackson & Hines we believe that part of delighting our customers is the receipt of product received on time and with absolutely without any damages. Our shipping policy is available on our web site, but in general, all orders with standard shipping within the continental US is free. Next Day and 2 nd Day business are based on rates detailed on our web site. To ensure you get the product on time, for Standard Delivery we must receive your order by 10 AM EST, eight business days prior to your desired delivery date. For 2nd day business, we must receive by 10 AM EST, two business days prior to your desired delivery date. For Next Day delivery, we must receive by 10 AM EST, one day prior to your desired delivery day.

Orders shipped to Alaska and Hawaii cost $10.00 for Standard Shipping for all orders. Unfortunately we cannot do Next Day Shipping for orders to Alaska and Hawaii. Orders for 2 nd Day Business to Alaska and Hawaii are $25.00 for all orders.

Q. What is considered a business day?

A. Business days refer to Monday through Friday and exclude all holidays. Saturday and Sunday deliveries are not available.

Q. Can Jackson & Hines ship my order to locations outside of the United States?

A. At this time Jackson & Hines products are only available for ordering and shipping within the United States. As our business grows we will consider orders to international locations.

If you have any questions regarding our shipping of products please send an email to: or call us at 585-385-6995 (toll free: 877-785-6995).