General FAQs
1.How do I contact Customer Service?
Email your questions or comments to support@jnagency.com. Your email will be responded to within one business day.
2.What are your business hours?
We are available to help you with your order Monday through Friday from 8 a.m. to 4 p.m. MST, excluding holidays.
3.What if I wish to expedite an order for an event?
Please contact our Customer Services in advance. We will assist to make sure that you have the items you need for your event.
4. My credit card statement has a charge from J & N Agency on it. Who is J & N Agency?
J & N Agency is a trusted printing and fulfillment facility selected by your company to manage your branded merchandise estore.
5. Can I change my order, now that it has been placed?
Changes cannot be made to your order once it is submitted.
6. What is the currency price of items online?
Prices online are set in US Dollar and all purchases made through our store will be in US Dollar Currency.
7. How do I pay for my order?
We accept Visa, MasterCard, Discover and American Express, as well as debit cards with Visa or MasterCard logo.
8. When does my credit card get charged?
At the time you place your order, we’ll charge your card for the total amount including all applicable taxes and shipping charges.
9. Does my billing address have to match the address on file with the credit card?
Yes. For credit card verification you must enter your billing address exactly as it appears on your credit card statement. However, the shipping address you wish ship to does not need to match your billing or credit card address.
10. How long will it take to produce my order before it ships?
All stock items, with current product availability, will fulfill within 1-3 business days.
All custom print items will take 2 - 4 business day to process & produce. Print On Demand (“POD”) items include the following: Business Cards, Mailing Labels, Flyers, Posters, Post Cards, Banners, Car Magnets and Car Decals.
11. What if an item is out of stock?
If an item(s) is not in-stock at the time your order is fulfilled, the item(s) will be removed from your order and the remainder of your order will ship. You will receive an email notification upon shipment, referencing those items that were fulfilled, as well as those item(s) removed. The amount originally authorized on your payment will be adjusted accordingly and only reflect those item(s) fulfilled. To check on status of your order, login and go to your order in MY ACCOUNT or contact our support team.
12. Can I ship my order to my P.O. Box?
Yes, but only the U.S. Postal Service can deliver to a P.O. Box. UPS cannot deliver packages to P.O. Boxes.
13. Can I ship to more than one location on one order?
There is a limit of one “ship to” address per order.
14. Why didn’t I receive my order this weekend even though I selected an expedited service?
Expedited (Overnight and 2-Day delivery) shipments are delivered Monday through Friday ONLY and is dependent upon product availability and order process time on customized items. Overnight Orders placed by 10 a.m. MST Friday will arrive on MONDAY. 2-Day Air Orders placed by 10 a.m. MST Friday will arrive Tuesday. Please be certain to give a physical ship to address (no P.O. boxes) for expedited shipments.
Shipping & Return Policies
- Delivery Time / U.S. Shipping:
- Ground Shipping: 3-5 business days from product availability.
Expedited Shipping - 2 business days from product availability.
Overnight Shipping - the next business day from product availability. Please contact Customer Support in advance for more information. - Shipping to Canada:
- All prices are denominated in U.S. Dollars.
Orders shipped outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be fulfilled by the recipient; we have no control over these charges, nor can we predict what they may be. Customs policies vary widely; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. - Order Processing:
- Delivery time does not include order processing times. All items with current product availability will ship within 1-3 business days. However, Print On Demand (“POD”) items include the following: Business Cards, Mailing Labels, Flyers, Posters, Post Cards, Banners, Car Magnets and Car Decals will have a processing/manufacture time of 2-4 business days before shipping. Due to the nature of the product, we cannot change/update or cancel the order once the order of POD item(s) is submitted. If the order contains both POD items and non-POD items, the order will be shipped the day after POD items being manufactured. For example, if you choose Expedited Shipping, assume 3 to 5 business days to produce your order plus 2 business day for shipping. Same day shipping is available for in-stock static products using expedited shipping service (2nd Day/Next Day Air) only if your order is placed by 10:00 a.m. MST.
- Return Policy:
- If you are not entirely satisfied with your purchase, simply return the item within 30 days. Customers returning products must pay for shipping. Any package returned will result in a re-stocking fee of 15% of the purchase price. Product must be returned in its original packaging. Sorry, returns not available on POD items including: Business Cards, Mailing Labels, Flyers, Posters, Post Cards, Banners, Car Magnets and Car Decals.
Shipping & Handling Rates
| Order Type | Ground Shipping | Expedited Shipping |
|---|---|---|
| U.S. orders under $40 | $9.99 | $39.99 |
| U.S. orders over $40 and under $70 | $11.99 | $54.99 |
| U.S. orders over $70 and under $100 | $13.99 | $69.99 |
| U.S. orders over $100 and under $150 | $18.99 | $79.99 |
| U.S. orders over $150 and under $200 | $23.99 | $79.99 |
| U.S. orders over $200 | $34.99 | $79.99 |
At this time, we only ship these items to Canada: Business Cards, Retractable (Roll Up) Banner. Post Cards, Flyers to Canada.
Please note: If an order shipping to Canada also has items that are not listed above, the whole order will be cancelled automatically.
| Order Type | Starting at |
|---|---|
| Canada orders under $30 | $16.99 |
| Canada orders over $30 and under $50 | $18.99 |
| Canada orders over $50 and under $100 | $21.99 |
| Canada orders over $100 and under $150 | $26.99 |
| Canada orders over $150 and under $200 | $31.99 |
| Canada orders over $200 and under $250 | $36.99 |
| Canada orders over $250 and under $300 | $41.99 |
| Canada orders over $300 | $49.99 |