FAQ

How long does it take to ship my item?
At JLK & Associates, Inc., we try to send every order within 1-2 business days. Orders that are received before 1.00 PM Pacific Time will ship the same day provided all items are in stock. Dyed items, allow 2-3 business days for shipping. Please check our
Stock Availability Policy.

Why do I have to call for expedited shipping rates?
Fedex shipping rates are based on a package's weight, dimensions, and shipping address. We regret that we cannot provide a standard rate, but we can provide you with a personal shipping quote at any time by calling 1.866.456.7411 or by using the live chat button at the top right corner of each page on our site.

Why didn't I receive my entire order?
Due to the fact that we have multiple suppliers/ warehouses, we are unable to guarantee that your entire order will come in one package. We will send you an email with a tracking number for each shipment that is necessary to fulfill your entire order. You will NOT be charged any additional shipping. If you have any questions, or have a specific request, please call. We're more than happy to work with you to ensure you're getting exactly what you want, when you want it.

How do I get the tracking number?
Our order processing system automatically sends an order confirmation email and a shipping notice. Every shipping notice contains a tracking number that you can "click" on to view the status of your package. Please be sure to include a valid email address with your order and be sure to place the domain jlk-associates.com to your safe sender's list in your email settings. If you haven't received your order confirmation email, check your spam folder.

The status says its already been delivered, but I didn't get it yet. What does that mean?
If the tracking number you received with your shipping notice says the package has been delivered, we consider the transaction complete. Please contact your local post office/ Fedex location if you did not receive your package. Often packages are scanned as “delivered” and if the location is not safe, or no one is home, the postal carrier will take it back to the local post office.

Who pays for return shipping?
Shipping and handling fees cannot be refunded under any circumstances. If you need to return or exchange an item, you will be responsible for the return shipment costs as well as any related fees (customs, insurance, etc.).

Do you accept international orders?
Yes, we do accept international orders. Please see our shipping policy for international shipping rates. Note: The payment processing system we use is not always able to verify the billing address for international addresses. If we can't verify the billing address, we can't ship your order. We suggest you use PayPal or Google Checkout for international orders because their payment processing system is able to verify international addresses more easily. This will help to avoid any delays in shipping.

How do you ship packages?
We discreetly pack and ship by USPS priority mail, in plain priority mail packaging, in boxes or plain white packaging for international. There are no labels or markings on the box to indicate the intimate nature of our products. The return address simply states, "JLK and Associates inc."

How do you track the package has been shipped?
You can follow the steps below:

Login to your account.
Your information will appear and details of your order. Click (View Details)

Look for the tracking number, and click the number, you will see the status of your package.

Is it safe to use my Credit Card on your website?
Yes, we take your safety very seriously. We have taken every measure available to ensure that your information and your own computer are 100% safe on our site. We have an SSL Certificate (secure socket layer). We use industry standard encryption technologies when receiving customer data. You will see the "lock" symbol when you begin the checkout process and it will remain visible until your order has been completed.

Is my information secure and safe?
Not only do we use all industry standard safety precautions, we also never store your credit card/ billing information in our system. Because of this, you will have to enter your credit card information each time you make a purchase on our website. We also respect your privacy and would never sell, rent, lease or give away ANY personal or private information to third parties.

Can I order by postal mail or fax?
We accept orders via both postal mail and fax. Simply fill out the fax order form completely and fax it back to 509.888.5553 or mail it to: JLK Orders, 140 Benton Street, Wenatchee, WA 98801. Please be sure to follow all directions included in the form. Your order must be accompanied by a valid email address and phone number, your preferred payment method and billing information, and any special instructions. We regret that we cannot accept international orders via fax or mail. Please use the online order form for all international orders.

Where should I enter my coupon/ promotional code?
After placing an item in your shopping basket, you will be directed to the "view cart" page. After your order total, there is a text box for you to enter any promotional/coupon codes you may have. If your coupon code is valid and applies to your order, you will see a box with details about your promotion. These discounts are automatically applied to your order. If you have any troubles while entering your promo codes, please contact us. Google Checkout & Paypal are unable to offer all of the same promotional codes that are available on our website. Please contact us if you are having problems using a promotional code with one of these payment methods.

Are my items in stock?
The quick answer, probably, we do strive to keep all items available at all times, but inventory is very dynamic, actual inventory runs around 96-98% on hand. If we do not have it, we will most likely have it on the way to us. Please contact us if you need to know current stock on hand. For details, please review our Stock Availability Policy.

My credit card can't go through, what's wrong?
Please review your billing address, phone number, credit card number, type of card, expiration date, and security code (CVV) that you have entered and fix any discrepancies. Your billing address must match the address that is on your credit card statement. If it is still not working, please contact your credit card company to ensure that you have sufficient funds available on your card. If you're still having problems, contact us and we'll do whatever is in our power to help you complete your order.

*The CVV is a security feature for credit and debit cards, that increases protection against credit card fraud and misuse. Your card will have a 3 or 4 digit number on the back (or front) of your card. For your security, the CVV code is required and you can not complete the order without this information.

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