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FAQ Page

1. General questions

What is the status of my order?

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).

Additionally, you can track the status of your order from your "order history" section on your account page on the website.

Can I change my order?

We can only change orders that have not been processed for shipping yet.

Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.

To make changes to your order, please reach out to support through the helpdesk.

Where do you ship?

We currently ship in the United States, Canada, UK and Europe, Japan, Australia and New Zealand.

For shipping outside of these countries, please reach out to our support through our helpdesk.

How long does it take for an order to be fulfilled and ship my order?

As a Print on Demand business our shipping times depend on what has been ordered and from which fulfillment center. Depending on demand at these fulfillment centers some products can take less than a week, other products may take up to 30 days. 

Once your order has been made, it can take anywhere from 1 week to 30 days for it to be delivered.

Orders placed with several different products can take longer depending on what other productions are ahead in the queue and from which fulfillment centers they are sent to be made at. Often in this instance, products that are a part of the order may be sent out as they are fulfilled rather than held back to all be sent at the same time. For instance, Note Books take 30 days to be produced, the demand for them is high from all companies that use the fulfillment centers and therefore there is usually a backlog of orders in the queue when we enter and so we are placed as next in line at the time of ordering.

Standard shipping time for the countries covered by our delivery partners are generally between 1-4 weeks but International packages being transferred to/from several export facilities and countries and then also being inspected in customs for clearance may result in delivery taking longer.

2. Payment

What payment methods do you accept?

You can purchase on our website using a debit or credit card.

We additionally offer support for PayPal, Amazon Pay, Apple Pay, and Google Pay.

You can chose these payment methods at checkout.

Which currency will I be charged in?

We currently only support the following currencies for charging our customers in their local currencies: USD, CAD, UK, EURO, JPY, ASD and NZD.

If your credit or debit card uses another currency, then you will be charged in USD, CAD, UK, EURO, JPY, ASD or NZD depending on the website you are on. Your bank will apply the corresponding  conversation rate of the currency you choose.

Shopping Cart currency Issue

As we are based in Australia our default currency is Australian $. On the bottom of the Main Page you can select  what currency you wish to use while shopping on our website.

Please note that sometimes while in the Shopping Cart the currency may return to Australian $ on one of the check out pages, but it will be adjusted back to your selected currency on the next page of the Shopping Cart. 

Likewise the shipping option may be not present on this page or be greyed out, but will show up on the following Shopping Cart page.

Do you offer LayBuy or purchasing in Installments?

Currently no we do not, but we will look into adding ZipPay, AfterPay or other similar options a we grow as a business.

3. Shipping

Where do you ship?

We currently ship in the United-States, Canada, Australia, New Zealand, the United Kingdom, Europe and Japan.

For shipping outside of these countries, please reach out to our support through our helpdesk. 

Do you offer fast shipping?

We will look into this as we grow as a global brand. Our current shipping rates are updated as orders are placed as we have negotiated the best shipping rates we can to get the goods to you as affordably as possible.

How can I track my package?

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped we will send you another email to confirm the expected delivery date as well as the link to track your order (when the delivery method allows it).

Additionally, you can track the status of your order from your "order history" section on your account page on the website.

What if I'm not home?

If you're not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose.

You may also have to go to your local post office to collect your package in case it cannot be delivered to you.

Will I pay taxes for international shipping?

Deliveries in Europe will have to pay custom taxes.

Our delivery partner will handle the clearance and will invoice you in local currency for the duties and taxes linked to your order.

For more information, please refer to the website of the delivery partner handling your delivery.

For some countries it will estimated and added when ordering on our site, depending on which supplier and country the products are coming from based on their own prior customers charges for the same product. In these instances you will see it in the Checkout of the Shopping Cart.

4. Returns

Do you accept returns?

We do accept returns in respect to the following conditions:

- The item must have been sold on our online store
- The item shouldn't have been used in any way
- The return or exchange request is made within 28 days of delivery
- The return is made within 14 days of the return or exchange request

To ask for a return, please contact our support using our helpdesk.

Can I exchange an item?

We do accept exchanges and they follow the same conditions as returns

In order to ask for an exchange, please mention that you would like your item to be exchanged with another item when preparing your return with our support.

Are returns free?

Returns within Australia are free. You can refer to the delivery paper within your package to perform organize your return.

Returns from outside of Australia are the responsibility of the buyer. Feel free to contact our support agents through our helpdesk for more details.

How long does it take to process a return?

Returns are confirmed within 14 days of receiving the package at our warehouse.

Once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return. Depending on production queue times at fulfilment centers and the products place in those queues when a replacement for a faulty item is required, the product may take approximately 30 days to be produced again and approximately a further 30 days for it to be processed through customs and shipped to its final destination.

5. Other questions

Do you have physical stores?

We currently don't have any physical stores under our brand name. However, we do have several distributors in the US and Canada, UK and Europe, Japan, Australia and New Zealand.

The full list of stores that resell our products can be found on our stores locator map. In some instances some products can only be made in certain countries, and some products will not be available in all countries, we will endeavor to grow as demand for our products increases.

Is there a warranty?

We guarantee any of our product made by us and sold through our online store to be free of defect. We would gladly accept any return or exchange request resulting from a defective item granted they respect the following conditions:

- The item must have been sold on our online store
- The item shouldn't have been used in any way
- The return or exchange request is made within 28 days of delivery
- The return is made within 14 days of the return or exchange request

If you have a return or exchange request resulting from a defective item please reach out to our support for more information on how to proceed.

6. Wholesale

We aim to be able to grow to a point where we can wholesale our brand to retailers globally. Send us an email if you are interested in learning more about this.

7. Privacy

Calico Jacks Privacy Policy

This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from www.calicojacksonline.com (the “Site”).

PERSONAL INFORMATION WE COLLECT

When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information.”

We collect Device Information using the following technologies:

- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons,” “tags,” and “pixels” are electronic files used to record information about how you browse the Site.

Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers , email address, and phone number. We refer to this information as “Order Information.”

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.

HOW DO WE USE YOUR PERSONAL INFORMATION?

We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations).

Additionally, we use this order Information to communicate with you, screen our orders for potential risk or fraud, and when in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

SHARING YOUR PERSONAL INFORMATION

We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy.

We also use Google Analytics to help us understand how our customers use the Site--you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/.

You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.

We combine all data-sharing options to reach the highest amount of customers. We use Conversions API, which shares data directly from Shopify’s servers to Facebook. This means the data can’t be blocked by ad blockers.

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights. 

BEHAVIOURAL ADVERTISING
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. We will also use this information to do retargeted advertising as we define our core customer base further, using Facebook Pixel and Google Pixel, to help us broaden our brand awareness and sales. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page: http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by:

FACEBOOK -

https://www.facebook.com/settings/?tab=ads

GOOGLE -

https://www.google.com/settings/ads/anonymous

BING -

https://advertise.bingads.microsoft.com/enus/resources/policies/personalized-ads

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.

DO NOT TRACK
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.

YOUR RIGHTS
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.

Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

DATA RETENTION
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

CHANGES
We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

CONTACT US

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail :

calicojacksonline@gmail.com

or by mail using the details provided below:

Unit 74, 13-23 SPRINGFIELD COLLEGE DRIVE, SPRINGFIELD, QLD, 4300, Australia