Customer Service Policy

Jansportu Customer Service Policy

At Jansportu, we are committed to providing every customer with exceptional service that matches the quality of our backpacks, bags, totes, and accessories. This Customer Service Policy outlines our promises to you, as well as key guidelines to ensure a smooth and satisfying experience—from the moment you browse our site to after you receive your order.

1. Our Service Commitment

We stand by three core principles to guide all customer interactions:
  • Transparency: We provide clear, accurate information about product details (materials, dimensions, care instructions), pricing, and shipping timelines to help you make informed decisions.
  • Responsiveness: Our customer service team aims to reply to all inquiries (via email, order comments, or feedback forms) within 24-48 business hours (excluding weekends and major holidays).
  • Fairness: We treat every customer with respect, and resolve issues (such as damaged items or order errors) with honesty and flexibility.

2. Order Support

2.1 Order Tracking

Once your order ships, we will send a confirmation email to the address you provided, including a unique tracking number and a link to monitor your package’s delivery status. If you do not receive this email within 1-2 business days of placing your order, please check your spam folder or contact us at [email protected] for assistance.

2.2 Order Modifications or Cancellations

We understand plans change! To modify or cancel an order, please reach out to us within 12 hours of placing the order—we cannot guarantee changes once your order has been processed or shipped. Include your order number and desired adjustment (e.g., size change, shipping address update) in your email, and our team will confirm next steps promptly.

3. Returns & Exchanges

We want you to love your Jansportu purchase. If a product doesn’t meet your expectations, we offer a 30-day return/exchange window from the date of delivery, subject to the following conditions:
  • The item must be unused, in its original packaging (with tags attached), and free of damage (excluding minor packaging wear from shipping).
  • Customized or personalized items (if applicable) are non-returnable, unless they arrive with a manufacturing defect.
  • Clearance or final-sale items are non-returnable and non-exchangeable.

How to Start a Return/Exchange:

  1. Send an email to [email protected] with:
    • Your order number
    • Photos of the item (and any defects, if applicable)
    • A note specifying if you want a refund, exchange, or store credit
  1. Our team will review your request within 2 business days and send a pre-paid return shipping label (for eligible returns) or instructions for exchanging the item.
  1. Once we receive and inspect the returned item (usually 3-5 business days after delivery to our warehouse), we will process your refund (to the original payment method) or ship your exchanged item—you will receive a confirmation email once this is complete.
Note: Original shipping costs are non-refundable unless the return is due to a manufacturing defect or an error on our part.

4. Product Defects & Warranty

All Jansportu products are crafted with durable materials and undergo strict quality checks. If you encounter a manufacturing defect (e.g., broken zippers, detached straps, fabric tears) within 1 year of purchase, please contact us at [email protected] with your order number and photos of the defect. We will assess the issue and offer a free repair, replacement, or full refund—at our discretion—at no additional cost to you.
This warranty does not cover damage from normal wear and tear, improper use (e.g., overloading a backpack beyond its weight capacity), or accidental damage (e.g., stains from spills, tears from sharp objects).

5. Privacy Protection

We respect your privacy and are committed to safeguarding your personal information (e.g., name, email address, shipping details, payment data). We only use your information to process orders, provide customer service, and send updates about your purchase—we will never share or sell your data to third parties without your explicit consent. For more details, please review our full Privacy Policy (if applicable; replace with your actual Privacy Policy link).

6. Contact Us

For any questions, concerns, or feedback related to our customer service policy or your order, please reach out via:
  • Mailing Address (if applicable): [Your Warehouse/Office Address]
We value your trust in Jansportu and will always go the extra mile to ensure your satisfaction. Thank you for choosing our brand!