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What is the JAYC Foundation's return policy?

Returns or exchanges are permitted for most merchandise that is in brand new condition, with all of the original unopened packaging, within 60 days of the purchase date.  

There are exceptions to this general guideline and sales of these products are final:

  • Stand alone Key chains (no charm)
  • Stand alone Black cords (no charm)
  • Stand alone Silver chains (no charm)
  • Signed Memoir

Items that have been opened and/or do not have their original packaging, but that appear to be in new condition will be subject to a restocking fee of 15% of the item purchase price.

There is an exception to this policy:

  • All items in the "Apparel" category of the store are subject to a flat $10 restocking fee, regardless of the purchase price.

Product specific information can be found in the "Return & Exchanges" tab on each product's detail page.


Can I return part of my order?

Yes, you are welcome to return all or part of your order by following the steps outlined in "How do I return or exchange an item?" 


How do I return or exchange an item?

Step 1: Create a return request

  1. Sign in to your account by visiting this link or by clicking the "Sign in" button in the upper right corner of any JAYC Foundation store page.
  2. Go to the "Order History" section of your "My account" page or visit the page directly with this link
  3. Using the selection box, locate the order that you would like to return.
  4. Click on the order number to open the order details page for that specific order.
  5. If at least one item in the order is eligible to be returned, you will see a "Create return" next to the "Print invoice" link (just above the JAYC Foundation logo on the invoice). Click on "Create return".
  6. If you do not see the "Create return" button, there are no products in the order that may be returned. This means that you are beyond the allowed return period or the merchandise was never eligible for return. If you need further assistance, please contact us.
  7. Create the return request by completing the form. Select the box next to each item and select the quantity for each item that you would like to return.
  8. Use the drop down boxes to select why you are returning the product and what you would like for us to do with your return.
  9. In the comment box, enter a detailed description of any relevant information relating to your return.
  10. Click the "Create" button.

Step 2: Mailing your return back to us.

  1. Once your return is submitted, it will appear in your account returns section, with a status of "Return requested", while a member of our support team reviews it. This process is usually completed the same day; however, it may take up to 2 business days.
  2. If everything is okay with your return, it will be approved and the status will be updated to "Return authorized".
  3. An email will be sent to your account's email address with a link to print your return authorization slip. Alternatively, you can access the return authorization slip by clicking on the return in your account returns section
  4. Print out the return authorization slip and include it in your return shipment.
  5. Write your RMA# clearly on the outside of your package. Your RMA# can be found at the bottom of your printed return authorization slip. For example, RMA#1.
  6. Ship your return to the address on the return authorization slip. You may use any shipping provider that you wish. It is highly recommended that you purchase tracking for your package, so that you may monitor it during transit. The JAYC Foundation is not responsible and will not be liable for any packages lost during transit to our return facility.
  7. Once your package has been received, please allow 3 business days for the return to be inspected and processed. When it is complete, you will receive an email and the status of will be updated to "Return completed".


I do not have a printer or my printer does not work. How can I print the return authorization form?

Please contact our customer service department and we will physically mail you the form, so that you may include it with your return.


How long do I have to wait to receive my refund?

  • If you are being refunded in the form of a gift certificate, you will immediately receive the gift certificate code by email when your return has been completely processed.
  • If you are being refunded by anything other than a gift certificate, the funds will be released by the JAYC Foundation as soon as your return has been completely processed; however, the actual time that it takes for you to see the refund will vary based on the bank or credit card associated with your purchase. On average, customers see the refund within 3 to 5 business days. 


How do promo codes factor into the return amount?

If you used a promo code during checkout, the maximum refund amount that you will be eligible for is the amount that you actually paid - less any shipping and handling fees. If you used a promo code that applied to your entire order and you are only returning part of the order, the discounted amount will be split between each product. If the promo code was for a specific product, this will be factored into the refund amount.  


My order status says "Processed", what does that mean?

If your order says that it is "Processed", that means that we have successfully received your payment. There is no additional action required on your part. As soon as your order ships, you will receive an email that will provide you with the tracking number.


Where is my order? How can I track it?

When your order has shipped, a tracking number will be provided to you. The tracking number is located on your receipt, which is in your order history, or in the email that is sent to you once your order has shipped.


Is my purchase tax deductible?

The JAYC Foundation is a 501(C) 3 organization; however, that does not mean your purchase is tax deductible. Under federal law, the deduction from federal income tax for charitable contributions is limited to the excess, if any, of your contribution over the value of the goods or services provided. As such, only portions of certain items qualify as charitable tax deduction. Items that do qualify will be clearly labeled with the amount of the purchase price that qualifies as a tax deduction. Items that do not mention a charitable tax deduction amount, do not qualify. Regardless of whether an item can be claimed as a tax deduction or not, all items purchased from the JAYC Foundation's store help to fund our organization.


I need proof of my charitable tax donation, so that I can file my taxes. Can you send me something?

If you purchased an item that qualified as a charitable donation, the receipt that was physically mailed with your item is the proof that you will need. If you have lost or misplaced the mailed receipt, you can print out an extra copy at any time from your order history section of the store. Please note, the email receipts that you received do not contain all of the required information and therefore can not be used as proof of contribution. If you placed an order on or before September 24, 2012, you will need to contact us for a duplicate copy of your receipt.


What does the money raised benefit?

The money raised through merchandise sales and donations will be used directly in pursuit of the JAYC Foundation's mission to help families that are recovering from abduction and other traumatic experiences.


What is the "Wishlist"?

The "Wishlist" is a feature of the store which will allow you to make a record of items that you want at a later time. You can even email a link to your list to friends and family, so that they know what they should get you for the next special occasion. Please note, adding an item to your wishlist does not reserve the item for you. It is possible that the item could become out of stock while it is on your wishlist, so it is always a good idea to purchase the item as soon as you are able to do so.

To add a product to your wishlist, click the heart icon on any product page. To view your wishlist, simply click the "Wish List" link in the upper right hand corner of the site.


The item I want says that it is sold out! When will there be more in stock?

Certain items in the store may be intended for promotional purposes and only have a limited number available. Each item is different, but there is a chance that we will be restocking the item that you want. To find out about the status of an item, contact us directly!


I would like to place my order over the phone, is this possible?

Unfortunately, we do not offer any form of phone support at this time. The only way to place an order is directly on our website.


What is your holiday shipping schedule?

Between November 22, 2012 and December 23, 2012, all orders placed before 3PM Eastern Standard Time will ship on the same day (Monday - Friday). Orders placed after 3PM on Friday will ship on Monday. In order to receive same day shipping, payment must also be completed before 3PM and there can not be any errors in the provided address. Please double check the information that you submit, so that delays are avoided.


Which countries do you ship to?

Shipping is currently available to the following countries:

  • Aland Islands
  • American Samoa
  • Andorra
  • Anguilla
  • Antigua and Barbuda
  • Aruba
  • Australia
  • Bahamas
  • Barbados
  • Belize
  • Bermuda
  • Bosnia and Herzegovina
  • British Virgin Islands
  • Canada
  • Cayman Islands
  • Cocos (Keeling) Islands
  • Croatia
  • Denmark
  • Dominica
  • Ecuador
  • Faroe Islands
  • Fiji
  • Finland
  • France
  • French Guiana
  • Germany
  • Gibraltar
  • Grenada
  • Guadeloupe
  • Guam
  • Jamaica
  • Liechtenstein
  • Macedonia
  • Marshall Islands
  • Martinique
  • Micronesia
  • Moldova, Republic of
  • Monaco
  • Montenegro
  • Montserrat
  • Nauru
  • Netherlands
  • Netherlands Antilles
  • Nicaragua
  • Norfolk Island
  • Northern Mariana Islands
  • Norway
  • Palau
  • Paraguay
  • Puerto Rico
  • Russian Federation
  • Samoa
  • Sao Tome and Principe
  • Slovenia
  • Solomon Islands
  • Spain
  • St. Barthelemy
  • St. Helena
  • St. Kitts and Nevis
  • St. Lucia
  • St. Martin
  • St. Pierre and Miquelon
  • St. Vincent and the Grenadines
  • Suriname
  • Switzerland
  • Timor-Leste
  • Tokelau
  • Tonga
  • Trinidad and Tobago
  • Tuvalu
  • United Arab Emirates
  • United States
  • United States Minor Outlying Islands
  • United States Virgin Islands
  • Uzbekistan
  • Vanuatu
  • Yemen
  • Zambia

If your country is not currently one of the countries that we ship to, please contact us.


What if my question was not answered here?

Please contact us!

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