Return Policy for Online Orders
Customer service is our #1 priority. We want you to be happy!
Our office hours are: M-F 9am-5pm Mountain Time
Starting a return is EASY! Get the process started by either calling or e-mailing the web team with your five digit order number.
- Call 1-800-336-8314 M-F from 9am-5pm Mountain Time
- E-mail email@example.com with the subject: "Return: Your Order #ID”
Exchanging Your Order
Sometimes, you need to exchange a product for something else. We understand that sometimes the color isn't what you expected or the item didn't fit right.
The fastest way to exchange a product is to return your original purchase and place a new order at the same time. Placing a new order ensures that you will get the new shipment quickly and that it won't go out of stock while you wait for the exchange.
Return Policy Details
- Returns must be within 30 days of purchase & may be subject to a 15% restocking fee.
- All items must be in the original resellable condition.
- We reserve the right to honor returns that are pre-approved before being shipped.
- Please allow up to 14 days for your return to be received & processed.
- We will return your payment or issue store credit as soon as the returned items have been accepted and condition verified.
- You will need to pay for return shipping, and we recommend you get a tracking number.
- Delivery/shipping fees are non-refundable.
- Please seal the package securely with tape.
- Items sold online are not eligible for price adjustments - all prices are final at time of purchase.
Exceptions to the Return Policy
To ensure the quality & safety of the products we provide, the following items are not eligible to be returned or exchanged online:
- Climbing equipment, including chalk, harnesses or carabiners
- Safety helmets for professional & recreational uses
- FR (Fire Resistant) clothing & accessories
- Animal medications, including unopened/sealed products
- Any product with a broken seal, including but not limited to:
- Perishable OR items for consumption
- Flotation Devices (inner tubes)
- Intimate garments including underwear and swimwear
We reserve the right to limit or decline returns or exchanges on a case by case basis.
Call 1-800-336-8314 to speak with a member of our web team regarding specific questions about our return policy.
FedEx Express and Ground Shipping: Please click HERE for details on when to place your order, and what to expect when you pay for express shipping. You can also see service maps here that will estimate your ground shipping time frame.
Standard: Includes regular FedEx Flat Rate Ground, FedEx Ground Shipping & Handling within the contiguous 48 states*
Standard Delivery. Order by 10:30 a.m. Mountain Time. An order that is in stock and placed on-line by 10:30 a.m. Mountain Time (Standard delivery) will usually be on its way to you the same business day.
Most items should arrive in 1 to 5 business days depending upon FedEx Routing and the distance from Colorado.
Orders shipped to Alaska and Hawaii and Puerto Rico will incur a slightly higher charge.
Rates are subject to change without notice. We reserve the right to limit quantities.
Orders shipping within the contiguous 48 states will be shipped via FedEx. We offer FedEx Flat Rate Ground, FedEx Ground Home Delivery, FedEx 2 Day and FedEx Overnight options.
Alaska, Hawaii, Puerto Rico, Virgin Islands, Guam and APO military mail:
Orders shipping to states outside the continental U.S. (also APO address) will be shipped via U.S. Mail. You can also request FedEx Overnight or 2 Day Air shipping. Your credit card will be charged based on weight of final package and ship to address (location the order is being sent). The exception is if your order includes paint or any other item that is deemed a dangerous good in accordance with 49 CFR and IATA regulations. Those orders cannot be shipped via U.S. Mail. As the fees for shipping a dangerous good can be very expensive you will be e-mailed with the shipping fee prior to shipping. A delay in response will delay shipping of your order. Rates are subject to change without notice. We reserve the right to limit quantities. Request for special shipping will be considered. Special shipping requests will likely delay shipping.
Larger items may require freight delivery. An additional freight charge will be calculated, and you will be notified by e-mail to approve the additional charge to your credit card at the actual time of shipment. Heavy, Hazardous and oversized items will have an additional charge.
Shipping to an Alternate Address:
If it is easier for you to have your order sent to your office or a neighbor, let us know. We can deliver wherever it's best for you. Please use the 'Notes' section during checkout to enter an alternate or preferred shipping address.
Unless varied herein, shipping terms are FCA (as defined by International Chamber of Commerce Terms in effect at the time of order acceptance) closest U.S. airport or port of exit from JAX MERCANTILE shipping warehouse, except Alaska, Hawaii and Puerto Rico, using local shipping point and routing of JAX MERCANTILE choice. All shipments are freight collect from a JAX MERCANTILE branch. Purchaser shall be responsible for obtaining insurance. At JAX MERCANTILE option, freight policy for certain export orders may be subject to special terms and conditions. If any item is backordered on an order qualifying for freight payment, that item will be shipped prepaid as Buyer's exclusive remedy. Title and risk of loss shall pass to Purchaser on delivery to the international carrier in the United States provided that if payment has not been made at the time of shipment JAX MERCANTILE shall retain title (but not risk of loss) until payment has been made. If product is damaged in transit, Purchaser must file claim exclusively with airline, carrier, vessel and/or insurance company.
JAX MERCANTILE is required to charge applicable state and local tax on every item shipped to an address in Colorado and Iowa. In order to obtain Tax Exempt status for orders shipped to addresses in the States of Colorado and Iowa, we must first receive a completed State of Resale Card by mail, e-mail or FAX. We will then setup your account to be tax exempt.
All payments must be in U.S. dollars. JAX MERCANTILE shall have the right of set-off and deduction for any sums owed. If customer fails to make payment within thirty (30) days, JAX MERCANTILE may defer shipments until such payment is made, or may, at its option, cancel all or any part of unshipped order.
Our standard check policy; if you pay with a check, your order will be held for 14 business days until your check clears. International Checks are not accepted.
Customer agrees that any credit balances issued will be applied within one (1) year of its issuance. IF NOT APPLIED OR REQUESTED WITHIN ONE (1) YEAR, ANY BALANCE REMAINING WILL BE SUBJECT TO CANCELLATION, AND JAX MERCANTILE SHALL HAVE NO FURTHER LIABILITY.
Jax Mercantile Limited Warranty:
ALL PRODUCTS SOLD ARE WARRANTED BY THE ITEM MANUFACTURER ONLY TO CUSTOMERS FOR USE IN BUSINESS OR ORIGINAL EQUIPMENT MANUFACTURE, AGAINST DEFECTS IN WORKMANSHIP OR MATERIALS UNDER NORMAL USE FOR ONE YEAR AFTER DATE OF PURCHASE FROM JAX MERCANTILE, UNLESS OTHERWISE STATED. ANY PART WHICH IS DETERMINED BY JAX MERCANTILE TO BE DEFECTIVE IN MATERIAL OR WORKMANSHIP AND RETURNED TO A JAX MERCANTILE BRANCH OR AUTHORIZED SERVICE LOCATION, AS JAX MERCANTILE DESIGNATES, SHIPPING COSTS PREPAID, WILL BE, AS THE EXCLUSIVE REMEDY, REPAIRED OR REPLACED, AT JAX MERCANTILE OPTION.
NO WARRANTY OR AFFIRMATION OF FACT, EXPRESS OR IMPLIED, OTHER THAN AS SET FORTH IN THE LIMITED WARRANTY STATEMENT ABOVE IS MADE OR AUTHORIZED BY JAX MERCANTILE. JAX MERCANTILE DISCLAIMS ANY LIABILITY FOR PRODUCT DEFECT CLAIMS THAT ARE DUE TO PRODUCT MISUSE, IMPROPER PRODUCT SELECTION OR MISAPPLICATION, AND ANY DESCRIPTION DOES NOT EXPRESS OR IMPLY A WARRANTY THAT THE PRODUCTS ARE MERCHANTABLE OR FIT FOR A PARTICULAR PURPOSE.
Limitation of Liability:
ANY LIABILITY FOR CONSEQUENTIAL AND INCIDENTAL DAMAGES IS EXPRESSLY DISCLAIMED. JAX MERCANTILE LIABILITY IN ALL EVENTS IS LIMITED TO, AND SHALL NOT EXCEED, THE PURCHASE PRICE PAID.
JAX MERCANTILE will make a good faith effort for prompt correction or other adjustment with respect to any product, which proves to be defective within warranty period. Before returning any product, write or call the JAX MERCANTILE branch from which the product was purchased, giving date and number of original invoice, and describing defect.
Many states and localities have codes and regulations governing sales, construction, installation, and/or use of products for certain purposes, which may vary from those in neighboring areas. While JAX MERCANTILE attempts to assure that its products comply with such codes, it cannot guarantee compliance, and cannot be responsible for how the product is installed or used. Before purchase and use of a product, please review the product application, and national and local codes and regulations, to be sure that the product, installation, and use will comply with them.
No Warranties to Consumers:
JAX MERCANTILE makes no warranties to those defined as consumers in the Magnuson-Moss Warranty-Federal Trade Commission Improvement Act.
OSHA Hazardous Substance & California Proposition 65 Product Information:
Material Safety Data Sheets (MSDS) for OSHA defined hazardous substances are available at your local JAX MERCANTILE branch, or by contacting JAX MERCANTILE, 1200 N. COLLEGE, FT COLLINS, CO 80524 U.S.A. The information and recommendations contained on the MSDS supplied by the manufacturer is considered to be accurate and reliable. JAX MERCANTILE, however, makes no warranty with respect to the accuracy of the information or the suitability of the recommendations. JAX MERCANTILE disclaims any and all liability to any user.
JAX MERCANTILE shall not be liable for any delay in or impairment of performance resulting in whole or in part from Acts of God, labor disruptions, shortages, inability to procure product, supplies or raw materials, severe weather conditions, or any other circumstances or cause beyond the control of JAX MERCANTILE in the conduct of its business.
Any cancellation must be approved by JAX MERCANTILE, and may be subject to a 15 percent restocking fee and other charges.
Customer shall not assign any order or any interest therein without the prior written consent of JAX MERCANTILE. Any actual or attempted assignment without JAX MERCANTILE's prior written consent shall entitle JAX MERCANTILE to cancel such order upon notice to customer.
Modification of Terms:
JAX MERCANTILE acceptance of any order is subject to customer's assent to all of the terms and conditions set forth in JAX MERCANTILE acknowledgment, and customer's assent to these terms and conditions shall be presumed from customer's receipt of JAX MERCANTILE acknowledgment, or from customer's acceptance of all or any part of the goods or services ordered. No addition or modification of terms and conditions shall be binding upon JAX MERCANTILE unless agreed to by JAX MERCANTILE in writing. If a purchase order or other correspondence contains terms or conditions contrary to the terms and conditions contained in JAX MERCANTILE acknowledgment, JAX MERCANTILE acceptance of any order shall not be construed as assent to any additional terms and conditions, nor will that constitute a waiver by JAX MERCANTILE of any of the terms and conditions contained in JAX MERCANTILE acknowledgment.
The terms and conditions in JAX MERCANTILE forms, acknowledgments, quotations, invoices, websites, and catalog sales terms and conditions are incorporated herein by reference, and constitute the entire and exclusive agreement between the customer and JAX MERCANTILE.
Materials of Trade:
Customer represents that if it is purchasing goods as its "materials of trade" as defined in the Hazardous Materials Regulations in Title 49 of the Code of Federal Regulations, that the goods will be used in direct support of its business, which is not transportation, and that such goods shall not be resold or transported in a vehicle other than one owned by itself.
Waiver, Choice of Law and Venue:
The failure of either party to assert a right hereunder or to insist upon compliance with any term or condition will not constitute a waiver of that right or excuse any subsequent nonperformance of any such term or condition by the other party. All transactions shall be governed by the laws of the State of Colorado excluding conflict of law rules, and venue shall be in County of Larimer, State of Colorado.
No Third Party Benefit:
The provisions stated above are for the sole benefit of the parties hereto, confer no rights, benefits or claims upon any person or entity not a party here to.
Export Sales, Freight, and Warranty Terms and Conditions
Purchaser acknowledges that no order shall be deemed accepted unless and until it is verified and accepted by JAX MERCANTILE, or its United States subsidiaries in a continental United States facility. Purchaser further consents that submission of its order shall subject Purchaser to the jurisdiction of the courts of the United States and the state of acceptance.
Prices are net retail prices and are subject to change without notice.
Market sensitive commodity products such as some tools and seasonal items, are priced according to current market conditions. No discounts off the retail price will apply to these products.
Please note we are not liable for price mistakes and will only honor discounts that have been approved in our Point of Sales (POS) system. If your purchase was during the official time of sale we can honor the official markdown sales price. These may differ from the online price and we reserve the write to decline sales for all price mistakes and inventory errors.
Purchaser agrees that any credit balances issued will be applied within one (1) year of its issuance. If not applied or requested within one (1) year, any balance remaining will be subject to cancellation and JAX MERCANTILE shall have no further liability.
JAX MERCANTILE will make a good faith effort for prompt correction or other adjustment with respect to any product which proves to be defective within warranty period. Before returning any product, Purchaser agrees to write or call the JAX MERCANTILE branch or origin giving date and number of original invoice and describing the defect.
Many countries and localities have codes and regulations governing sales, construction, installation, and/or use of products for certain purposes, which may vary from location to location. While JAX MERCANTILE attempts to assure that its products comply with such codes, it cannot guarantee compliance, and cannot be responsible for how the product is installed or used. Before purchase and use of a product, Purchaser should review the product application and applicable codes and regulations to be sure that the product, installation, and use will comply with them.
No Warranties To Consumers:
JAX MERCANTILE makes no warranties to those defined as consumers in the Magnuson-Moss Warranty-Federal Trade Commission Improvement Act and Purchaser acknowledges that export sales are not covered by the Act.
JAX MERCANTILE shall not be liable for any delay in or impairment of performance resulting in whole or in part from Acts of God, severe weather conditions, labor disruptions, governmental decrees or controls, insurrections, war risks, shortages, inability to procure or ship product or obtain permits and licenses, supplies or raw materials, or any other circumstances or causes beyond the control of JAX MERCANTILE in the conduct of its business.
Purchase Order Cancellation:
Any purchase order cancellation must be approved by JAX MERCANTILE and may be subject to a 15 percent restocking fee and other charges.
On any open account sale, Purchaser hereby grants to JAX MERCANTILE a priority lien, purchase money security interest and/or chattel mortgage in the products and any accounts receivable or cash from resale thereof until full payment is made to JAX MERCANTILE. Purchaser agrees to file any financing statements or other appropriate documents with its governmental authorities to assure the validity, priority, and enforceability of the lien. Purchaser agrees to inform JAX MERCANTILE immediately if it intends to use any import financing or has or will be granting a lien or security interest on its inventory to any third party.
Purchaser shall not assign any order or any interest therein without the written consent of JAX MERCANTILE. Any actual or attempted assignment without JAX MERCANTILE's consent shall entitle JAX MERCANTILE to cancel such order upon notice to purchaser without liability to JAX MERCANTILE. JAX MERCANTILE shall have the right to assign or grant a security interest in accounts receivable arising from sales to Purchaser.
Modifications of Terms:
JAX MERCANTILE acceptance of any order is subject to Purchaser's assent to all of the terms and conditions set forth herein and in JAX MERCANTILE acknowledgement and invoice, and Purchaser's assent to such terms and conditions shall be presumed from Purchaser's receipt of JAX MERCANTILE acknowledgement and invoice, from delivery of the goods or from Purchaser's acceptance of all or any part of the goods or services ordered. All other contrary terms and conditions are expressly rejected, and no addition to or modifications of terms and conditions shall be binding upon JAX MERCANTILE unless agreed to by JAX MERCANTILE in writing.
Trademarks and Copyrights:
Purchaser acknowledges that it has no right, title or interest in the trademarks or copyrights in the products and covenants that it will take no action to register or otherwise interfere with such rights of JAX MERCANTILE. Purchaser agrees that it will not copy the products sold to Purchaser or their packaging or trade dress.
The sales terms and conditions in JAX MERCANTILE forms, acknowledgements, quotations, invoices, catalog, web-site and dialog screens are incorporated herein by reference, and constitute the exclusive and entire agreement between Purchaser and JAX MERCANTILE. They are also applicable to electronic orders and purchases from JAX MERCANTILE web site and electronic catalogs.
Country of Importation:
Purchaser represents that it is purchasing products from the United States and importing them to the country specified in Purchaser's and JAX MERCANTILE documentation. Purchaser agrees that the products will be shipped to the specified destination in compliance with the laws of such destination and the United States, and that there will be no re-export or diversion from such specified destination. If requested by JAX MERCANTILE, Purchaser shall provide documentation satisfactory to JAX MERCANTILE verifying delivery at the designated country. Purchaser agrees to inform JAX MERCANTILE at the time of order of any NAFTA or other certificates of origin or other special documentation, packaging or product marking or labeling and JAX MERCANTILE shall not be responsible for providing any such documentation, packaging, marking or labeling unless JAX MERCANTILE expressly agrees.
Export and Import Licenses, Controls, Permits and Freight Forwarder:
Not withstanding the above, and unless expressly agreed, Purchaser shall be responsible for obtaining and paying for any permits, licenses or other governmental authorization(s) necessary for the exportation from the U.S. or importation of the products to the designated country of importation, and it shall comply with all laws and regulations thereof. Purchaser shall select and pay the freight forwarder who shall solely be the Purchaser's agent. The freight forwarder's actions shall not be deemed authorized by, or binding upon JAX MERCANTILE unless expressly agreed to by JAX MERCANTILE. The Purchaser and its freight forwarder shall be solely responsible for preparing and filing the Shipper's Export Declaration. Purchaser represents and warrants that it is not on the Denied Persons, Specially Designated Nationals or Debarred Persons Lists. At the request of JAX MERCANTILE, Purchaser agrees to provide copies of any export, shipping or import documents prepared by Purchaser or its agents related to JAX MERCANTILE sales to Purchaser.
Foreign Corrupt Practices Act:
Purchaser acknowledges that it is not the agent of JAX MERCANTILE and represents and warrants that it has not, and covenants that it will not, pay anything of value to any government employee in connection with the resale of the products.
JAX MERCANTILE and Purchaser are independent contractors and not principal and agent. Purchaser is not authorized to, and shall not make any representations on behalf of, or which are binding upon JAX MERCANTILE.
Governing Law and Limitations:
These Terms and Conditions shall be construed, interpreted and performed exclusively according to the state and federal laws, excluding conflict of law rules of the State of Colorado, United States of America. Any legal action with respect to any transaction must be commenced within one year after the cause of action has arisen. The provisions of the Uniform Commercial Code as adopted by the State of Colorado, and not the United Nations Convention on Contracts for the International Sale of Goods, shall apply.
If any provision of these Terms and Conditions of Sale shall be deemed illegal or unenforceable, such illegality or unenforceable shall not affect the validity and enforceability of any other legal provisions hereof which together shall then be construed as if such illegal and unenforceable provision or provisions had not been inserted herein, unless such illegality or unenforceable shall destroy the underlying business purpose of these Terms and Conditions.
Actions by JAX MERCANTILE for nonpayment by the Purchaser of the purchase price of products sold by JAX MERCANTILE, or for redress of other breaches by the Purchaser of these terms and conditions of sale, may be brought by JAX MERCANTILE, at its option, before any U.S. or foreign judicial court of competent jurisdiction. Or, at JAX MERCANTILE option, disputes between the Purchaser and JAX MERCANTILE, including all claims for non-performance by JAX MERCANTILE, shall be finally settled by arbitration in FT COLLINS, CO, U.S.A. under the Commercial Rules of the American Arbitration Association, by a single arbitrator appointed in accordance with said Rules applying these Terms and Conditions and consistent provisions of the federal and state laws (except conflict of law rules) of the State of Colorado, U.S.A.
OSHA HAZARDOUS SUBSTANCE & CALIFORNIA PROPOSITION 65 PRODUCT INFORMATION. Material Safety Data Sheets (MSDS) for OSHA defined hazardous substances are available at your local JAX MERCANTILE branch, or by contacting JAX MERCANTILE, 1200 N . COLLEGE, FT COLLINS, CO 80524 U.S.A. The information and recommendations contained on the MSDS supplied by the manufacture are considered to be accurate and reliable. JAX MERCANTILE, however, makes no warranty with respect to the accuracy of the information or the suitability of the recommendations. JAX MERCANTILE disclaims any and all liability to any user.
No Third Party Benefit:
The provisions stated above are for the sole benefit of the parties hereto and confer no rights, benefits or claims upon any person or entity not a party hereto.
Materials of Trade:
Customer represents that it is purchasing goods as its "materials of trade" as defined in the Hazardous Materials Regulations in Title 49 of the Code of Federal Regulations. It further represents that the goods shall be used in direct support of its business, which is not transportation, and that such goods shall not be resold or transported in a vehicle other than the one owned by itself unless it has properly packaged, documented and declared such shipment to the carrier.
The failure of either party to assert a right hereunder or to insist upon compliance with any term or condition will not constitute a waiver of that right or excuse any subsequent nonperformance of any such term or condition by the other party.
If you have additional issues or concerns, contact us by e-mail at: firstname.lastname@example.org
You can also contact the Internet department by calling: 970-488-3250 or toll-free 1-800-336-8314