Frequently Asked Questions
- 7. How quickly will my order ship after it is placed?
- 8. How can I get my order to ship out on the same day that I place the order?
- 9. Why am I not able to choose standard shipping for my order?
- 10. Do you ship internationally?
- 11. Do I have to use the shipping label that you provided?
- 12. I lost my shipping label, how can I get a new one?
- 13. How can I check the status of my backorder items?
- 14. What is your return policy?
- 15. What is your return policy on an Last Chance item?
- 16. What is your return policy on an Altered item?
- 17. I have a gift that I need to return, what are my options?
- 18. Can I exchange an item for a completely different item?
- 19. I recently bought an item that is now on sale, what is your policy?
1. What are your operating hours?
Our customer service representatives are available at 1-888-647-2555, Monday through Friday, 10:00 am to 6:00 pm (EST).
2. I live outside of the United States, how can I get in touch with you?
If you live outside of the United States please call direct to 1+ 513-985-3400 for further assistance.
3. What forms of payments do you accept?
We accept Visa, MasterCard, Discover, and American Express. You may also pay through the mail with an order form by check or money order. Please note, all checks will be held for ten (10) business days until the payment has cleared the bank.
4. What are the benefits of placing orders through a registered account?
With a registered account, you will have complete access to your order history, your address book, any reward vouchers, any saved credit cards, and more.
5. I don’t remember my password for my online account, how can I reset it?
6. My promotional code is not working? What should I do?
There are a few things you can check. The only promotional codes we offer are posted on jpeterman.com. If you found a promotional code on another site, it is not valid. You can also check to make sure the code has not expired and that you have items that are eligible for the promotion. If you are still having problems applying the code to your online order just call us (1-888-647-2555) and we will be happy to assist you.
7. How quickly will my order ship after it is placed?
All orders will ship out the next business day from the time the order is placed. Any order placed on a Friday will not ship out until Monday.
8. How can I get my order to ship out on the same day that I place the order?
Any orders placed before 1:00pm EST with Expedited shipping (i.e. 2nd day or Next Day) will ship out the same day that the order is placed. Orders placed after 1:00pm EST will not ship out until the following business day.
9. Why am I not able to choose standard shipping for my order?
There are some limitations with standard shipping. We are unable to ship any liquid items or over-sized items (size and weight) through standard shipping. If you are unable to choose that item online you may have an item in your shopping cart that is not eligible for that shipping level.
10. Do you ship internationally?
Currently we ship to all countries except Greece, Turkey, and Africa. Please note there may be duties and taxes imposed on your order that are not reflected in our shipping rates. The customer is responsible for those charges upon delivery. Check with your local customs office for more information. Click here for our international shipping rates.
11. Do I have to use the shipping label that you provided?
You are welcome to use any shipping carrier of your choice. Please keep track of your tracking number. All returns are the customer's responsibility until it is received in our warehouse.
12. I lost my shipping label, how can I get a new one?
13. How can I check the status of my backorder items?
Please call a customer service representative for assistance (888-647-2555).
14. What is your return policy?
We have a 60 day return/exchange policy on all items (not including Last Chance items). All items must be in their original condition. We will not accept anything that has been washed, worn, or damaged. Please click here for our full return policies.
15. What is your return policy on Last Chance items?
There are no returns on Last Chance items. You may exchange a Last Chance item for the same item different size/color if they are available. However, if no eligible exchange is available, these items do become final sale.
16. What is your return policy on an Altered item?
Please note that altered items cannot be returned. Take care to provide your accurate measurements when ordering.
17. I have a gift that I need to return, what are my options?
As long as the gift return is within our 60 day return policy (click here for details) you may return the item for store credit (click here for details), or you can request to have a refund issued to the original buyer.
18. Can I exchange an item for a completely different item?
Of course! You are welcome to exchange an item for anything else, but you will have to pay shipping on the new item. If the new item cost more than the original, then we will have to charge your credit card for the additional cost. If the new item cost plus shipping is less than the original purchase, the difference will be refunded back to your credit card.
19. I recently bought an item that is now on sale, what is your policy?
For any item that was purchased at full price and then goes on sale within fourteen (14) days, we will give you a sale price adjustment in the form of store credit. Click here for details on store credit.
20. Are your sizes true to size?
Our sizes are true to J. Peterman, however they might not compare to other retailers. We have garment measurements available on all of our items, to better assist you.
21. Who makes your products?
We travel all over the world to get ideas for our designs. We work on the designs ourselves here at J. Peterman and provide the material and sizing specifications directly to our manufacturers, who adhere to our specifications.
22. I have never bought from you before. How can I be sure the item is going to fit?
We have garment measurements for all of our items, if you have specific questions about a particular item please call one our customer service representatives and they will be happy to help you get the right fit.
23. I love your drawings, but can I also see a photograph of the item?
We now have photographs of our items available on our website. Just look for additional views for the item.
24. How can I sign up to have catalogs sent to me?
We have a convenient Request Catalog link (click here) on our website, or you may call a customer service representative (888-647-2555) who can take your information for you.
25. I prefer to shop online, how can I be removed from your catalog mailing list?
We will need your name and address, exactly as it appears on your catalog to remove you from our mailing list. You may send us an email (click here) or a customer service representative (888-647-2555) can take your information for you.