HELP & FAQ
OUR MOST FREQUENTLY ASKED QUESTIONS:
What happened to my online customer account?As of October 2017, we have revamped our web store from the ground up on a new e-commerce software. By doing this, our customer account database was reset. Creating a brand new JHPUSA customer account is required. Upon creating a new account, reusing your previous email address will connect some of your previous customer profile information (i.e. shipping & billing address, etc). However, previous order history is not available.
Why was my online order declined?Please make sure the billing address you entered matches the address given by your card-issuing bank. This helps both of us from fraud and identity theft. If you provide an address that does not match, your order cannot be processed.
Also, please be sure your credit or debit card has credit/funds available.
Note: use caution when using a debit card. Anytime an order is submitted another authorization is placed on your card. We only capture the funds one time, but you will see each authorization on your checking account until they expire (that is controlled by your bank).
If you are still having difficulty, please contact a JHPUSA sales representative so we may assist you further - 626.287.5000
My order was declined but you charged me!If your transaction was not approved for any reason, your account may appear to have been debited even though it was not. This is due to the way the banking transaction occurs. When you order using a credit or debit card, the system first checks for availability of funds. If the funds are available, the system will automatically reserve those funds to secure the order. At this point, the system will verify the remaining information, such as billing address, card code, etc. If the transaction fails at any of these points, your bank will decline the transaction. However, since the account funds were reserved at the beginning of the transaction, it may take anywhere from 3-5 days for your bank to record the declined transaction and drop the authorization. JHPUSA does not get credited for any order that is declined. The temporary appearance of a debit is simply a reflection of the time it takes your bank to recognize and record the cancelled purchase and release the pre-reserved funds. If this occurs, please check your account in a few days, maybe sooner, depending on your bank, and you will notice that those funds were never in fact withdrawn from your account.
Why didn't I receive an email confirmation or tracking number for my order?The email address you've provided with your order may have been misspelled, or invalid. You also may need to add email@example.com to your accepted and non-spam email list. Please verify that your firewall or spam filter will allow correspondence from firstname.lastname@example.org.
How do you ship merchandise and when can I expect my order?We do our best to estimate when items will be shipped from our facility. Estimated shipping dates are based on several factors, including your destination address and how quickly we can obtain and assemble items for shipment.
- By the delivery service you choose
- The weight, size, and dimensions of your item(s)
- Your shipping preferences
- Orders are normally shipped via FEDEX, UPS or USPS
- 1-3 business days (M-F) for order processing
- 1-7 days transit time for US Continental shipments
- 5-30 days transit time for International shipments
How do I obtain a tracking number for my order?A tracking number will be sent to your email address once your order has been shipped.
Why can't JHPUSA show the price on certain items?Certain manufacturers have requested that retailers not display their selling price if it drops below a certain price. JHPUSA does our best to respect and follow manufacturer's "minimum advertised price" (MAP) but when the policy is not enforced equally we have to take extra steps to make sure that we are giving our customers the best possible price. Because the price on the item is lower than the manufacturer's MAP, we are not allowed to show you our price until you place the item in your shopping cart.
Adding the item won't require you to purchase the product. You may remove it from your cart if you decide not to buy it.
What happens if my item(s) are on back order or oversold?Once in a while, the demand for certain items may overwhelm the manufacturer's ability to keep us supplied with adequate stock. We will inform you by email or by phone if any items become back ordered or oversold. JHPUSA will make every effort to reference the part with the manufacturer and update you once we know a confirmed date on when the item is expected to arrive, and we will send you a tracking number when it ships. Back order items will not process unless you have been notified.
Can I purchase and pickup up products in store?Yes! Walk-in customers are always welcomed!
Do I need to pay sales tax on my items?Sales tax is applied to California residents only (9.5%). Wholesale accounts are excluded from sales tax.*