Frequently Asked Questions

HOW DO I MAKE A PURCHASE?

Shopping at JoesJeans.com is easy:

  • Please REGISTER to a new account or LOGIN to your existing account (NOTE: Returning visitor to the new site will have to re-LOGIN i.e. REGISTER) by using the SIGN IN links at the top of any page. You can also use your Facebook, Google+, Amazon or PayPal account for Signing In.
  • If you know what you are looking for, please Click the WOMEN, MEN, KIDS Links provided at the left of each page to reveal their subcategory links. You can also shop using our Jean FIT GUIDE section or SEARCH by key words using our SEARCH tool provided at the top of each page.
  • Once you have found an item that you would like to purchase, select your size and quantity then click on the 'ADD TO CART' button provided.
  • To Review the items you have selected for purchase hover over the 'MY CART' link at the top of each page and click the VIEW BAG button. You can use the 'REMOVE ITEM' button to delete items from your shopping CART.
  • Click on 'CHECKOUT' to complete your order.

DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?

No, you can shop at JOE'S as a GUEST without creating an account. However, registering your details will allow you to:

  • Track your order and review past purchases
  • Build a personal wish list
  • Shop without entering your address details

I'VE FORGOTTEN MY PASSWORD?

If you have forgotten your password, click the FORGOT PASSWORD link in the Log In Window for instructions on resetting your Password.

HOW DO I KNOW THAT THE PRODUCTS YOU SELL ARE AUTHENTIC?

We unconditionally guarantee that every item we sell is 100% authentic. Please note that we are unable to comment on the authenticity of any items not purchased from JoesJeans.com.

WHICH SIZE SHOULD I CHOOSE?

HOW DO I KNOW IF AN ITEM IS IN STOCK?

All items are in stock unless the size or color is not displayed. Please be aware that even if an item is in your shopping cart, it can still be bought by another customer until you have completed your order.

WHAT PAYMENT METHODS DOES JOE'S ACCEPT?

We accept Visa, MasterCard, American Express and Discover as well as Paypal. Please note that we do not accept any other methods of payment apart from those listed above.

IS IT SAFE TO USE MY CREDIT CARD ONLINE AT JOE'S?

At JOE'S, your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system provided by Authorize.net. Additionally, for your safety and protection, we will confirm that the billing address you provide matches the address on file with your credit card company.

DOES JOE'S SHIP TO POST OFFICE BOXES?

Again, please note that we are unable to deliver to Post Office boxes (PO Box in shipping address) at this time.

DOES JOE'S SHIP TO HAWAII or ALASKA?

Free shipping services and expedited shipping fees at checkout includes Hawaii & Alaska using the USPS service. At this time, Joe's does not include a USPS Return Mailing Label for orders shipped to Alaska or Hawaii.

HOW MUCH DUTIES AND TAXES WILL I HAVE TO PAY?

Companies selling items on the Internet are subject to the same sales tax collection requirements as other retailers. Sales tax rates for JoesJeans.com are obtained from a leading tax rate service provider.

JoesJeans.com reserves the right to apply sales tax where applicable. Specifically, items sold by JoesJeans.com and shipped to destinations in the states of California, Illinois, New York, Florida, Texas, Washington, Nevada, Virginia, Massachusetts, and Pennsylvania are subject to tax. The tax rate applied is calculated on the total selling price of each individual item in your shopping bag and will be the combined state and local rate for the shipping address of your order.

No sales tax is charged when purchasing gift certificates though purchases paid with gift certificates will be subject to tax according to the shipping destination.

NOTE: Prices displayed on the website are exclusive of taxes. Additionally, JOE'S is not responsible for reporting or paying Use Tax to states.

DOES JOE'S SHIP TO MULTIPLE ADDRESSES?

Unfortunately, you may only ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.

HOW SOON CAN I GET MY ORDER AND HOW MUCH WILL IT COST?

We offer different shipping options to meet your needs – as listed below:

DOMESTIC SHIPPING COSTS & METHODS (excludes Hawaii & Alaska)

UPS GROUND (5-7 Business Days) 3 Business Days 2 Business Days NEXT BUSINESS DAY AIR SAVER NEXT BUSINESS DAY AIR
FREE $4.99 $10.99 $22.99 $27.99

For UPS 3 day, UPS 2nd day and NEXT DAY delivery, please ensure you place your order before 3pm EST weekdays. All weekday (non-Holiday) orders placed before 3pm EST will ship that day* if your address is verified by 5pm EST. All orders from Mon-Fri (non-Holiday) placed after 3pm EST as well as all orders placed on Saturday and Sunday will be shipped the following business day once inventory is confirmed, address is verified and order is processed*.

Orders will be delivered via UPS between 9am-5pm on weekdays only. Orders will not be delivered on national holidays. Processed and verified *orders placed on JoesJeans.com can be expected to arrive within 7-10 business days* with UPS ground shipping method provided free of charge by JoesJeans.com.

Joe's does not deliver on Saturday, Sunday or Holidays.

*Please note that your order will only be shipped once payment and delivery details have been verified and approved. Order cut-off times are provided as guidelines only, and do not take into account possible delays caused by verification. Shipping to other than the bill to address on any order may result in a delay. We cannot ship Paypal orders that have unconfirmed shipping addresses within the customers respective accounts. If an orders’ shipping address is not confirmed within a customers’ PayPal account within 96 hours of being placed at JoesJeans.com, those orders may be cancelled. Additionally, we reserve the right to ship at our discretion if an order's shipping address does not match the billing address.

Questions? Call Toll Free: (866) 290-1352 | usa 24 hours a day and 7 days a week except for new year’s day and christmas or email customerservice@shop.joesjeans.com.

IS MY PACKAGE INSURED?

All items are insured against theft and accidental damage whilst in transit from JOE'S to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box.

DO I NEED TO SIGN FOR MY ORDER?

Due to the high value of the goods that we sell, we require proof of delivery for orders over $500. This means we are unable to authorize packages to be delivered without a signature when the order is over $500.

CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN DISPATCHED?

We are unfortunately unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.

HOW WILL I KNOW YOU RECEIVED MY ORDER & WHEN WILL PAYMENT BE DEDUCTED?

After you place your order, you will be sent an email confirming that it has been received. Your card will only be debited at time of dispatch. In the rare instance that any of the items you have ordered are not available, we will contact you by email and will only charge your credit card for the value of the items in stock.

CAN I TRACK MY ORDER?

Once your order has been shipped, you will receive email confirmation of your shipping details and an UPS tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting My Account followed by TRACK/VIEW MY ORDERS.

HOW DO I RETURN OR EXCHANGE AN ITEM?

Making a return or exchange purchased throughJoesJeans.com is easy using our FREE collection service. JoesJeans.com offers our customers within the continental United States the ultimate experience in shopping by giving you a pre-paid return label with every purchase! Whether you would like to exchange your item for another size or would like to receive a full refund you can be assured JoesJeans.com is here to make your experience the best possible.

To make a return or exchange purchased through JoesJeans.com please follow the below instructions if your return is within 30 days of the receipt of your order.

  • Your product(s) must be returned new, unused with all garment tags still attached and within thirty days of the receipt of your order. We are unable to accept merchandise which is not received with these specified conditions. Also, please remember to send all return/exchanges directly to JOESJEANS ONLINE STORE, 2340 S. Eastern Ave, Commerce, Ca 90040.
  • Exchanges can only be made for a different size of the item originally ordered through JoesJeans.com. If you wish to exchange your purchase from JoesJeans.com for a completely new item or a different size, you will need to return it for a JoesJeans.com credit and place a new order.
  • To ensure that your return is adequately protected in transit, we recommend you send your items back to us in the original packaging provided.
  • Please fill out the enclosed Return-Exchange form that was included with your order.
  • To ensure that your return or exchange is received we recommend using the free UPS return label that is included in your package. If your return is not shipped by our UPS partner we cannot be responsible for tracking and receiving. For your reference please keep the UPS tracking number that is located on a sticker below the return label. This tracking number will allow you to confirm that your return or exchange was received by Joe's shipping department.
  • Have your shipment picked up from your home or office simply by scheduling your pickup online at UPS.com or by calling 1-800-PICK-UPS® (1-800-742-5877). UPS On-Call Pickup is available for same day pickup in most parts of the country. you may also schedule a pickup in advance for the next business day or later in the week.
  • We will inspect and process your return. Your refund will be applied to your original method of payment within 14 business days of receipt to JOESJEANS ONLINE STORE, 2340 S. Eastern Ave, Commerce, Ca 90040. Posting to your credit card account could take an additional 10 days depending on your credit card company.
  • You will receive email notification once your return has been received and processed.
  • Items purchased at any of JOE'S brick and mortar stores including JOE'S full price retail stores, JOE'S Outlet stores or at over 1,200 retail doors carrying JOE'S Jeans products in the U.S. and abroad cannot be returned to JoesJeans.com. Please contact customerservice@joesjeans.com regarding problems with items not purchased at JoesJeans.com.
  • All promotional offers listed at JoesJeans.com cannot be combined with any other offers or previous promotions and cannot be applied to previous purchases.

Please note that items must be returned new, unused and with all garment tags still attached. We are unable to accept merchandise which is not received in the above specified conditions. Furthermore, to ensure that your return is adequately protected in transit, we recommend you send your items back to us in the original packaging provided. If you have any questions, concerns, or comments regarding JOE'S products or the JoesJeans.com eShop, please call Toll Free: (866) 290-1352 | USA 24 hours a day and 7 days a week except for New Year’s Day and Christmas or Email: customerservice@shop.joesjeans.com.

*Free collection does not apply to items returned from a different country to the original shipping destination.

WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?

All correctly returned products purchased through JoesJeans.com will either be refunded to the purchaser's credit card or JOE'S account, and will exclude any expedited shipping costs. All applicable sales taxes will be refunded. Outside the United States, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly.

IS MY PERSONAL INFORMATION KEPT PRIVATE?

Please be assured that all the information you share with us is private and confidential. At no point will we share, rent or sell your personal information without your consent. To register at JOE'S, we will need to know your name, mailing address and email address. To process credit card orders online we also require your billing address, shipping address, telephone number, credit card number and expiration date. JOE'S only keeps a record of your transactions; your credit card details are not held on our website. Please note that JOE'S may also use the information you provide to inform you of new goods and services via email. If you prefer not to receive these emails, please send an email to unsubscribe@joesjeans.com. click here to read our PRIVACY POLICY in full.

ARE THERE ARE EXCLUSIONS FROM PROMOTIONS?

Yes, the following styles are always excluded from promotions: The Brixton Style in King, The Brixton Style in Bradlee, The Brixton Style in Dixon, The Brixon Style in Tyson, and The Brixon Style in Griffith.