FAQs

 

Do you ship outside of the Continental US?
We ship to all states, including Alaska and Hawaii. We do not ship outside of the United States at this time.

How can I return an item?
We accept returns up to 30 days from purchase. Please see our Returns page for more information.

How will I know when my order ships?
You will receive an email notification with tracking information as soon as your order ships.

What if I don’t see the product I want to purchase?
Our experienced professionals can help with that. Use the Contact Us page to submit a product inquiry and we'll get back to your shortly!

How much does shipping cost?
Shipping is calculated based on the price and size of your order. Please refer to the Shipping page for more information.

How long will it take for my order to ship?
Most products in stock will ship the same day if your order is placed before 4pm EST. For larger purchases or items out of stock, shipping time may be delayed. Item availabity can be seen on the product page or in your cart during checkout.  

I received the wrong product. Who should I contact?
Quality is our goal at Jones & Frank and we are very sorry you did not receive the product you ordered. Please call our Customer Service Department at 800-286-4133 and they will assist you in getting it resolved as quickly as possible.

I am not sure what kind of hose I need for my dispenser, who can help me with product questions?
To ensure your question is answered in a timely manner please utilize the Contact Us page to submit a product inquiry. One of our industry experienced professionals will get back with you right away.

I'm having problems logging in. What do I do? 
On the login page at the bottom there is a link for Forgot Password. Or if you have an existing account with Jones & Frank but have never ordered over the web and don't know your login and password you can Contact Us to request that information.

How do I cancel my order? 
As long as your order has not shipped yet, you can Contact Us or call us at 800-286-4133 to cancel your order. If your order has already shipped, you will need to return your order per our Returns Policy. Thank you.  


Additional Questions? Contact Us