Find answers to the most frequently asked questions.
COVID-19 POLICY UPDATES
Can I expect my shipment to be delayed?
Due to the additional safety measures we’re employing to help protect our teams, you may experience temporary delays in the shipment of your order. In an effort to further protect our small business partners carrying Johnny Was in Australia, our international shipping fee for orders being delivered to Australia will be increased temporarily to $50. We promise to keep you updated should anything change and are available over the phone and online if you have any questions or concerns.
Will the return window for my order be extended?
Temporary Extended Returns Policy Due to COVD-19- Updated as of April 7th, 2020
THIS POLICY IS EFFECTIVE FOR ALL PURCHASES MADE ON AND AFTER FEBRUARY 16 2020
To assist in navigating your returns, we will temporarily be removing our online return fee. All eligible online domestic orders can be returned through our return portal free of charge up to 30 days after purchase. Eligible purchases made between 2/16/20 and 3/27/20 can be exchanged and/or returned in-store up to 30 days after your store reopens.
For additional information, please contact Customer Care available Monday-Friday 9am-5pm PST.
I returned my order, will there be a delay with my refund?
Due to the additional safety measures we’re employing to help protect our teams, you may experience temporary delays in the processing of your return. We appreciate your patience during this time as we work to keep things running as smoothly as possible and promise to keep you updated every step of the way.
For additional information, please contact Customer Care available Monday-Friday 9am-5pm PST.
HOW TO ORDER
How do I order online?
Shop by browsing through our website.
Click on the relevant image to access the individual item's product page. You can then choose the
quantity and color you want.
Add merchandise to your shopping cart by clicking on the 'add to cart' near the desired item.
Review the items in your shopping cart. You can remove, delete or update your shopping cart by clicking
on either 'remove', 'delete' or 'update'.
To continue shopping click on 'continue'. Please be aware that another customer can still purchase
items in your shopping basket until you checkout.
Proceed to checkout by clicking on 'checkout' and follow the instructions.
Can I order over the phone?
Contact us at (866) 942-8806 Monday - Friday 9:00am - 5:00pm PST and our Customer Service Department will
be more than happy to assist you with placing your order with us.
**Orders shall be accepted at our sole discretion but will normally be accepted if the goods that
you order are available and your credit card are authorized for the transaction. We will contact
you if there are any problems with your order. Prices quoted to you are the prices set at the
time. If for any reason they are increased we will let you know by e-mail and inform you prior
to processing your order.
We will send you an e-mail confirmation receipt of your order.
REGISTRATION AND LOG IN
Can I place an order without registering?
Yes, you can. You can place an order as a guest once you reach the checkout page. Keep in mind, registering
will give you access to more information about your order.
What if I forget my password?
If you forget your password, on the log in screen, click the link ‘Forgot Your Password’, and
you will receive an email with a link to reset your password. You can also contact Customer Service department
at (866) 942-8806 Monday - Friday 9:00am - 5:00pm PST and a representative will guide you through a password
TRACKING MY ORDER
What happens if my package doesn’t arrive?
We will deliver the goods to the delivery address that you specified when you placed your order. Please be
accurate when you give us your address details, as we will not be liable if the address that you have
given is incorrect. If you have ordered something and it has not arrived within 5-7 business days of
your order being processed, please contact us. You can also track your package via the appropriate carrier
using your tracking number.
How do I track my order?
You can track your order three ways:
You can track your order by logging into your customer account on our website. You can view your order
history and track each individual order you have placed.
You can also use your tracking number to visit
www.fedex.com to get the most up-to-date information on your order. For international orders,
www.dhl.com to retrieve the most up-to-date information.
You can contact our Customer Service department at (866) 942 - 8806 Monday - Friday 9:00am - 5:00pm PST
who will be more than happy to provide you with details on your latest order.
What type of payment options does Johnny Was offer?
We accept credit card and debit card payments as well as PayPal. If you are shopping from outside the United
States, place your order and your credit card company will convert the transaction to your own currency.
We accept the following: Visa, Master Card, Discover, and American Express.
** All prices quoted on this website are inclusive of US taxes, relative to the rules for each state. As
we are based in California, in most cases only orders shipped within California will incur tax. Any customs
or import duties levied once the package reaches your destination country will be your responsibility
as we have no control over these charges and cannot predict them.
Can I use a gift card online?
Currently, we are unable to accept Johnny Was gift cards online. Please feel free to contact a Johnny Was retail location for assistance in placing an order using your gift card.
How do I apply my store credit?
To access your Johnny Was store credit please log into your account. On your account home page, on the left hand side you will see a list of options. Please click store credit. This will take you to your store credit balance. Once you are ready to complete your order, proceed to checkout. Under the payment method, click on the store credit button. Your store credit will be applied to your order. Store credit never expires.
What currency are your prices in?
Prices for all of our items are listed in US Dollars, whether you are logging in from the US, Canada, Australia, or any other country.
How do I request to be removed from the Johnny Was catalog mailing list?
In order to be removed from the Johnny Was catalog mailing list, please fill out and submit the catalog removal form.
RETURNS AND EXCHANGES
Do you offer a return extension during the Holidays?
Yes! Purchases placed between 11/1/20 thru 12/25/20 can be returned until January 31, 2021. A packing slip is required for credit to be issued to the original form of payment. Due to high order volume, we are not offering exchanges this holiday season. If your preferred size is currently available on our website, our Customer Care team is available to assist in placing a new order.
What if I received a damaged, defective or incorrect item?
If you receive a damaged, defective or incorrect item, contact us at firstname.lastname@example.org with a photo of the damage, or wrong item you received as well as your order number. We will be happy to take care of you.
How do I return a gift?
An original order number and billing zip code are required to process your gift return. If you do not have this information, please contact us 866-942-8806. To help us locate your gift order, we will need the first and last name of the person who purchased the gift and their email address.
What items are final sale?
All items sold at a discount of 50% or greater are considered “final sale”. Final sale items are not eligible for refunds, exchanges or store credit. You will see the “final sale” banner next to your item in the shopping bag.
ORDER STATUS & SHIPPING
Can you ship to a P.O. Box and Freight Forwarding addresses?
We do ship to PO Box and APO/FPO Box addresses. Overnight and expedited delivery is available for these addresses.
Can I cancel or change an order once placed?
We are unable to combine orders or add pieces to an existing order once it has been placed.
If you need to make any changes or cancel your order please call our customer service at 866-942-8806 so we may try to assist you. A representative is available Monday through Friday 9am to 5pm PST. Please note there is no guarantee we will be able to make any changes to your order.
Will I receive email updates regarding my order?
Yes, you will receive an email confirmation once your order has been received, shipping updates providing tracking information, updates regarding multiple shipments, and updates on changes or cancelations to your order.
Where is my order?
For all shipped packages, we will send you the tracking number in an email. You may also find the information on your My Account page. If you would like to make any changes while your package is in transit, please contact the carrier.
PROMOTIONS & DISCOUNTS
Do you offer promotional codes?
The best way to receive promotional codes is to sign up for the Johnny Was Newsletter. You will receive a welcome email providing you a 20% discount on your first online order. You will continue to receive emails notifying you of upcoming discounts and promotions.
How do I apply my promotional code?
Once you click on shopping bag to check out, type code into promo code box and hit apply. Your discount will be applied to your order. Proceed to checkout.
Can I get a price adjustment?
Johnny Was will gladly offer a one-time price adjustment on items purchased at full price within 14 days of the purchase. Promotional/discount codes cannot be applied to past purchases for a price adjustment.
For online or phone orders, please call 866-942-8806 or email us (link to email) to request a price adjustment.
For in-store purchases, please stop by your local Johnny Was retail location with your sales receipt.
We are unable to offer price adjustments for current promotions. Promotions or discounts cannot be applied retroactively to orders placed before the promotion discount was activated. The credit will be applied back to the original form of payment.
In Store Pickup
When will my order be ready for pickup?
While items are typically ready for pickup within 24hrs hours of ordering, please allow up to 2 business days to receive your pickup notification.
When will I be charged?
You may see a pre-authorization on your payment method prior to pickup. However, you will not be charged until you pick up your purchase.
How do I pick up my order?
Once you receive a notification stating that your order is ready for pickup, simply bring in a valid form of identification and have your order number and confirmation ready.
Can I have someone else pick up my order?
Unfortunately, only the person who placed the order may pick it up at this time. If you have any concerns contact your pickup store.
Can I buy online and have part of my order shipped and pick up the rest of my purchase in-store?
Orders cannot be separated and must either be shipped together or picked up in-store.
Can I have an extension on my pickup?
Yes! We do provide a 24-hour extension to pick up any order. Simply contact the pickup store to avoid cancellation. Please Note: If your order is not picked up within 7 business days, it will be cancelled. Any pending authorizations on your account will be released once your order is cancelled.