FAQ

Shipping & delivery

Where can I find my tracking information?

Once your order has been dispatched we email you a tracking link. You can also follow your parcel any time on our Track Your Order page.

How long does delivery take?

Allow 1 to 3 business days for processing — we check the product details, confirm your shipping information and prepare the parcel. After dispatch, delivery usually takes 3 to 7 business days. Business days are Monday to Friday, excluding public holidays. These are estimates: carrier delays, customs checks, peak periods and incorrect address details can all add time.

Where do you ship to?

We currently ship within the United States only.

Do you offer free shipping?

Yes. Shipping is free on every order within the United States, with no minimum.

Where do you ship from?

JIM X RAY is based in the Netherlands. Some orders ship directly from our trusted suppliers, which may include suppliers located overseas. We do this to keep fulfilment efficient and avoid unnecessary handling delays.

Do I have to pay customs or import duties?

No. The price you see at checkout is the price you pay. Any customs charges or import duties are covered by us, so the courier will never hand you a bill at the door.

Returns & refunds

What is your return policy?

You have 30 days from the day your order arrives to request a return. Items should come back unworn, unwashed and in their original packaging, with any tags still attached.

How do I start a return?

Email support@jimxray.com with your name, your order number and the reason for the return. If an item arrived damaged, faulty or incorrect, add a photo — that lets us solve it straight away, often without you having to send anything back.

Who pays for return shipping?

If you've changed your mind, need a different size, or simply don't want the item any more, the return shipping is yours to arrange and pay for. Please note that the approved return address may be with one of our suppliers in China — in that case the same applies, and the cost of shipping there is your responsibility. We strongly recommend a tracked service, so you can show the parcel is on its way.

If your item arrived damaged, faulty or isn't what you ordered, the return is on us. You don't pay anything.

When will I get my refund?

Once your return has arrived and been approved, we'll email you to confirm. Approved refunds go back to the original payment method you used. Please allow a little time for your bank, card issuer or payment provider to process it on their side.

My item arrived damaged or I received the wrong product. What now?

Email support@jimxray.com within 30 days with your order number and a photo. We'll arrange a replacement or a full refund — whichever you prefer.

Orders

Can I change or cancel my order?

Email support@jimxray.com as soon as you can. We can usually still change or cancel an order within 24 hours of it being placed, as long as it hasn't been dispatched — once it's on its way we can't recall it. If we can't catch it in time, you can still send it back under our 30-day return policy once it arrives.

And if we're ever unable to ship your order within the time we promised, we'll email you, and you can cancel for a full refund.

How can I contact you?

Email support@jimxray.com, or use the form on our Contact page. We answer Monday to Friday between 09:00 and 18:00 and on Saturday between 10:00 and 17:00.