ORDER PROCESSING TIME

Most in-stock orders ship within 1 business day.

Orders placed after business hours, on weekends, or on holidays will normally be processed on the next business day.

During launches, promotions, holidays, or periods of unusually high order volume, processing may take a little longer.

Once your order ships, you’ll receive a shipping confirmation email with tracking information.

Please keep in mind that processing time and shipping time are different. The delivery estimate shown at checkout begins once your package has shipped.

CARRIERS & SHIPPING OPTIONS

We ship using trusted carriers including USPS, UPS, and DHL, depending on the destination and shipping service available.

Available shipping methods, estimated delivery times, and prices will be shown at checkout based on your shipping address.

You can choose the option that works best for you before completing your purchase.

The carrier shown in your shipping confirmation is the carrier responsible for transporting and delivering your package.

TRACKING YOUR ORDER

Every shipped order includes a tracking number.

Tracking information is sent to the email address entered with your order as soon as your package ships.

If you don’t see your tracking email, please check your:

• Inbox
  
• Spam or junk folder
  
• Promotions folder
  

Tracking may take up to 24 hours after shipment to begin showing movement.

It is also normal for a package to occasionally go a period of time without a new scan while it is moving between carrier facilities.

If you still have not received your tracking information after 2 business days, please submit a request through our Shipping Form. We’ll be happy to verify the email address on your order and resend your tracking details if needed.

DELIVERY ESTIMATES

Delivery dates shown at checkout or provided by the carrier are estimates and are not guaranteed delivery dates, unless the selected shipping service specifically states otherwise.

Once your package has been handed over to the carrier, transportation and delivery are managed by the carrier.

Delays caused by the carrier, weather, high shipping volume, transportation interruptions, holidays, customs, or other events outside our control do not qualify the order for a refund, replacement, Store Credit, or refund of the shipping charge.

A delayed package is also not automatically considered missing.

If tracking is still active or the carrier is experiencing a delay, please allow the carrier time to complete delivery.

If tracking has stopped updating for an unusual amount of time, submit a Shipping Request and we’ll review the shipment with you.

CHECK YOUR SHIPPING ADDRESS

Please take a moment to carefully review your shipping address before placing your order.

Make sure you include:

• Full name
  
• Street address
  
• Apartment, suite, or unit number when applicable
  
• City
  
• State or province
  
• ZIP or postal code
  
• Country
  

We ship your order using the information provided at checkout.

Even a small mistake can cause a package to be delayed, misdelivered, returned, or become undeliverable.

NEED TO CHANGE YOUR ADDRESS?

If you notice an address mistake after placing your order, submit an Order Change request as soon as possible.

We’ll do our best to update the address if your order has not entered processing or shipped.

Because we process orders quickly, address changes cannot be guaranteed.

Once your order has shipped, we may no longer be able to change or redirect the delivery address.

If available, you may also be able to request delivery changes directly through the carrier.

INCORRECT OR INCOMPLETE ADDRESSES

If a package cannot be delivered because the shipping address entered at checkout was incorrect, incomplete, or missing important information, any additional shipping costs required to send the package again may be your responsibility.

Original shipping charges are not refundable when a delivery problem results from an incorrect or incomplete address provided with the order.

If the package is returned to us, we’ll contact you once it arrives and let you know the available next steps.

Please do not place a new order expecting the original package to automatically be refunded.

SHIPPING PROTECTION

You may have the option to add Shipping Protection to your order at checkout.

Shipping Protection provides an additional claim process for qualifying delivery problems and damage that occurs during transit.

Shipping Protection is not an automatic approval, refund, or replacement.

Each request must first be reviewed and verified based on the tracking history, carrier information, delivery status, shipping address, and circumstances of the shipment.

Depending on the situation, we may also ask you to:

• Check around the delivery location
  
• Check with household members, neighbors, front desk, or building management
  
• Contact or wait for an update from the carrier
  
• Complete a carrier inquiry
  
• Provide additional information about the delivery
  

If a Shipping Protection claim is approved, the resolution is a replacement of the affected item(s).

Shipping Protection claims are not resolved with cash refunds or Store Credit.

If the exact item is no longer available, we’ll contact you with the available replacement options.

A replacement shipment may require a signature at delivery when additional delivery verification is appropriate.

WHAT SHIPPING PROTECTION DOES NOT COVER

Shipping Protection does not normally cover issues caused by:

• An incorrect or incomplete shipping address entered by the customer
  
• A delivery address that cannot safely receive packages
  
• Changing your mind after the order has shipped
  
• Ordinary carrier delays while tracking is still active
  
• Customs delays
  
• Customs duties, taxes, or import charges
  
• Refused or unclaimed international shipments
  
• Orders redirected or forwarded outside the normal carrier delivery process
  

Each claim is reviewed based on the tracking history and circumstances of the shipment.

PACKAGE MARKED DELIVERED BUT NOT FOUND

If tracking shows Delivered but you cannot find your package, sometimes packages appear shortly after the delivery scan.

Please first check:

• Around the property and any alternate delivery locations
  
• Mailbox or parcel locker
  
• Front desk, concierge, reception, or mailroom
  
• With household members
  
• With nearby neighbors
  
• Any delivery photo or carrier notes, if available
  

If the package still cannot be located, submit a request through our Shipping Form.

We may open or ask you to complete a carrier delivery inquiry before a resolution can be determined.

A carrier scan showing Delivered does not automatically determine the outcome of a Shipping Protection claim. We review the available delivery information and verification results before approving a resolution.

Submitting a missing-package request does not automatically qualify the order for a refund or replacement.

TRACKING HAS STOPPED UPDATING

A package is not considered missing simply because it is delayed or has gone a short period without a tracking update.

If tracking has stopped moving for an unusual amount of time, submit a Shipping Request and we’ll review the shipment.

Depending on the carrier and shipping service, we may need to wait until the carrier’s expected delivery or investigation period has passed before determining whether the shipment qualifies for a Shipping Protection claim.

If Shipping Protection was purchased, we’ll guide you through the applicable claim process.

If Shipping Protection was not purchased, we can still help with available tracking information or documentation, but the resolution available from us may be limited.

DAMAGED DURING SHIPPING

If your package or item arrives damaged and you believe the damage happened during shipping, please let us know as soon as possible.

Please keep:

• The item
  
• Product packaging
  
• Shipping mailer
  
• Shipping label
  

Upload clear photos of the package and damage when submitting your request.

Do not throw away the packaging until the claim has been reviewed, as it may be needed to verify what happened during transit.

Shipping damage is handled separately from a manufacturing defect.

SAFE DELIVERY

Please choose a shipping address where packages can be received securely.

If you live in an apartment, condominium, office building, or other shared property, make sure your address includes the correct unit, suite, floor, or apartment number.

If package theft is a concern in your area, consider using:

• A staffed front desk
  
• Secure mailroom or parcel locker
  
• Workplace address where permitted
  
• A carrier pickup location when available
  

Adding Shipping Protection at checkout may also provide an additional claim process if a qualifying delivery problem occurs.

SIGNATURE DELIVERY

Some shipping services may offer or require a signature at delivery.

In certain situations, we may also require a signature for a replacement shipment or an order where additional delivery verification is appropriate.

If a signature is required, someone may need to be available at the delivery address to receive the package.

Please monitor your tracking so you don’t miss a delivery attempt.

RETURNED TO SENDER

A carrier may return a package to us if:

• The address is incorrect or incomplete
  
• The recipient cannot be located
  
• Delivery attempts are unsuccessful
  
• The package is not collected
  
• Customs requirements are not completed
  
• The shipment is refused
  

If your package is returned to us, please wait until it physically arrives back with us.

Once we receive it, we’ll review the reason for the return and contact you with the available options.

If the return was caused by an incorrect address, refusal, failure to collect the package, unpaid customs charges, or another issue outside of our control, additional shipping charges may apply before we can send it again.

INTERNATIONAL SHIPPING

We ship internationally to many destinations.

International delivery times can vary significantly depending on the destination, carrier, customs processing, and local postal or delivery services.

The shipping estimate shown at checkout is an estimate for transportation and does not guarantee how long customs processing will take.

Please monitor your tracking closely after your order ships.

INTERNATIONAL CUSTOMS, DUTIES & TAXES

International orders may be subject to customs duties, import taxes, VAT, brokerage charges, or other fees imposed by the destination country.

These charges are determined by local authorities and are separate from the price of your Johnnie Team order and shipping charge.

Unless specifically shown as collected during checkout, these charges are not included in your purchase and must be paid by the recipient.

The carrier or customs authority may contact you directly when payment or additional information is required.

We do not control the amount charged by customs or local authorities.

INTERNATIONAL CUSTOMS DELAYS

International packages may occasionally be held for customs review or inspection.

Customs processing is handled by the authorities in the destination or transit country, and neither we nor the carrier can always speed up or interfere with that process.

A package being held by customs does not mean that it is missing.

Please continue monitoring your tracking and respond promptly if the carrier or customs authority requests payment, identification, documents, or other information.

We’ll be happy to provide available shipment documentation if needed.

UNPAID CUSTOMS, REFUSED OR UNCLAIMED INTERNATIONAL PACKAGES

Please do not refuse an international shipment or leave customs charges unpaid expecting the order to automatically be refunded.

If required customs charges, taxes, duties, or carrier fees are not paid, the package may be:

• Held
  
• Returned to us
  
• Abandoned
  
• Disposed of by the carrier or customs authority
  

We cannot guarantee that a refused, abandoned, or unclaimed international package will make it back to us.

If a package is returned, we must first receive and inspect it before any available resolution can be determined.

Original shipping charges, customs charges, duties, taxes, return-to-sender fees, and other carrier charges are not refundable.

Any additional costs charged to return the package to us may also be deducted from any eligible amount, where applicable.

SHIPPING FEES

Shipping charges pay for the transportation service selected when the order is placed.

Once that shipping service has been used, original shipping charges are generally non-refundable, including when:

• A return is requested after delivery
  
• A package is delayed by the carrier
  
• An international shipment experiences customs delays
  
• A package is returned because of an incorrect address
  
• An international shipment is refused or left unclaimed
  

If a carrier service itself qualifies for a carrier-issued shipping refund, we can review the situation separately.