Terms and Conditions of Sale
We accept Visa, MasterCard, American Express and Discover credit cards. We charge your credit card at the time of placing the order, inclusive of shipping and handling charges and applicable sales taxes.
Status of an online order
If you provide your email address when placing your order, we will send you a confirmation message within 24 hours. If you provide your email address when placing your order, we'll also send you a shipping confirmation once your order has been shipped. Whether you placed your order over the Internet or by phone, you can check the status online 24 hours after the order was placed. You will need to provide your order number and the zip code of your billing address. Click here to track your order.
Or, you may check the status of your order by calling (800) 985-5509, 9:00 am EST - 5:00 pm EST, Monday through Friday.
Changing or canceling an order?
To make a change or cancel your order, please contact customer service by calling (800) 985-5509, 9:00 am EST - 5:00 pm EST, Monday through Friday.
Standard Shipping and Processing Charges
Purchases are shipped from our distribution center and should reach you within ten (10) business days from receipt of your order.
We utilize UPS as our shipper. Shipping and processing charges are based on the weight, dimensions and destination of the merchandise.
Rush Delivery and Processing
For an additional $15 per address, we can expedite delivery to most destinations. (Orders received by 6pm PST Monday through Thursday arrive in two business days; orders placed Friday through Sunday arrive on Tuesday.) We regret that this service is not available on out of stock items and items shipped outside the contiguous 48 states.
Risk of Loss
The risk of loss and title for all items purchased via our website pass to you upon delivery of the item to the carrier.
Jacaranda LLC is dedicated to delighting you with your purchase and our services. If for any reason you are dissatisfied with your purchase, you may return it within 10 days of the date your order was shipped from our distribution center for a full refund of the purchase price, minus the shipping, handling, gift bag or other additional charges.
If you would like to exchange the item purchased for another item, you may do so within 30 days of the date your order was shipped from our distribution center. Prior to returning the item purchased, please email or call us to let us know the replacement item you wish to order. You will receive a credit with respect to the new item purchased in an amount equal to the full purchase price of the item originally ordered, minus the shipping, handling, gift bag or other additional changes.
Returns or Exchanges by Mail
Here are the basic steps:
- Packages must be postmarked within the applicable 10-day (for returns) or 30-day (for exchanges) period.
- Please refer to your packing slip for specific return information.
- Pack the item securely in the original package. Enclose the return portion of the original packing slip with the item. Be certain to save a copy for your records.
- All products must be returned in good condition, in original packaging, and with all paperwork and accessories to ensure full credit.
- All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries.
- Ship the return package to Jacaranda LLC, 347 West 36th Street, Suite 804, New York, New York 10018. For your protection, we recommend that you use UPS or Insured Parcel Post for your return.
- Keep the Return Tracking Number from the package you are returning to ensure that the package is returned to the distribution center.
- You can expect a refund with respect to a return in the same form of payment originally used for purchase within 30 days of our receiving your returned product. Please note that the shipping, handling, gift bag or other additional costs will not be refunded.
Damaged or Defective Items
Subject to your contacting us as outlined below, we will replace, at our cost (including shipping and handling charges), any damaged or defective item. If that item no longer is available, unless you request an alternate item, we will give you a full credit of the purchase price and all other charges, within 30 days of our receipt of the damaged or defective item in its original packaging with all paperwork.
If you receive an item that is damaged or defective upon arrival, please call our Customer Service department immediately at 1-800-985-5509. It is important that you contact us before returning the item, so that we may assist you with return shipping fees. If you do not contact us, you are responsible for all return shipping charges.
Before you call, please have your order number available. If you do not know your order number, please visit our Order Status page to find the number in your Order History. In addition, please be prepared with a detailed description of the damage or defect before contacting us. To contact our Customer Service department, call 1-800-985-5509.