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CUSTOMER SERVICE: Frequently Asked Questions

REGISTRATION ON JOCKEY.COM

1. How do I register an account with Jockey.com?

At the top of the page, you'll see a link for my account. After clicking "my account", you will have the option to register as a "new guest". Click the "REGISTER to continue" button, fill in the online form and click the "sign up now" button. You will receive a confirmation email about your registration with detailed information. You will also receive exclusive offers and be the first to know about new products. With your Jockey.com account, you will now be able to look up past orders, set up gift reminders and keep a list of your Jockey® favorites.

2. If I register a Jockey.com account after putting items in my bag, will I lose them?

No. You will not lose any of your items. If you look or click on "YOUR BAG" at the top right of the screen, you will see your items.

3. How do I sign up to receive Jockey® emails?

Signing up for Jockey® email is super easy. Enter your email address and follow the quick instructions. Sign up for email now.

PRODUCT INFORMATION

4. Does Jockey® still make the men's classic nylon underwear?

We’re sorry, we no longer carry our men’s classic nylon underwear. However, we do offer a wide range of nylon-blended underwear and other synthetic underwear for men.

5. How can I get a product that's out of stock?

Don't worry if the product you want appears to be out of stock. Simply email us at assistance@Jockey.com, or call 1-800-562-5391 (MON-FRI 8:00 - 6:00 CST, SAT-SUN 9:30 - 6:00 CST) and we will let you know as soon as the product arrives.

6. Where can I find sizing information?

Please refer to our men's and women's size charts. Size charts are also accessible on every product page. Simply click "size chart" located underneath the "Select a size" section.

SHIPPING INFORMATION

7. Can I ship an order outside of the United States?

Limited support for international shipping is available via the International Checkout option, found in the Shopping Bag.

8. How do I check on the status of my Jockey.com order?

Login to your account and click "Past Orders". Enter your order number and you will be shown the status of your order. In addition, you will receive a shipment confirmation email including your shipping method and tracking number after your order ships.

9. When will my package arrive?

Visit our shipping page for details on shipping and estimated delivery times.

RETURN POLICY

10. What is the return policy?

Enjoy risk-free shopping on Jockey.com®. Your 100% satisfaction is guaranteed with every order. If you need to return your purchase for any reason, please click on the  Printable Return Form  and complete the following steps.

  1. Fill out Return Information: It is important for us to know the reason you are returning your merchandise. Please fill in your order #, return reason code, and any feedback you'd like to share. Be sure to return this portion of the sheet with the merchandise you are returning (it will ensure faster credit.)
  2. Fill out Return Address: Fill out your name, address and order number located on the label. Cut along the dotted line and affix the label to the center/outside of your package by taping it securely on all four sides. *Be sure it is very secure and that the tape is not covering "Postage Due" portion of the label. Also be sure that any address labels from previous shipments are removed or crossed out.
  3. Send your package: Leave your package in a secure place where you normally receive your mail, or drop it off at any U.S. mailbox or post office. Your package will be returned to us via U.S. mail and your account will be credited in a timely manner.

ORDERING & PAYMENT

11. How do I navigate and shop on Jockey.com?

There are several ways to shop Jockey.com:

  1. Search: You can locate specific styles by entering keywords, phrases and style numbers (i.e. men's t-shirt, Classic French cut, cotton underwear) in our search box in the top right corner of each page. Once you enter your search word or phrase, a list of styles matching your search will appear below. If there are no results for the style number or keyword you're searching for, the product(s) could be out of stock. Feel free to call 1-800-562-5391 (MON-FRI 8:00 - 6:00 CST, SAT-SUN 9:30 - 6:00 CST) with any questions.
  2. Shop by Category or Collection: You can locate specific styles by shopping according to category or collection. All styles on Jockey.com belong to a product category. Underneath the "men's" and "women's" in our top navigation, you will see a list of categories and collections. Simply, click a category or collection to narrow your search.
  3. Sale: Find the best prices and newly marked down merchandise on our sale page. You can click the red "sale" link in our top navigation or select more specific men's and women's sale links in the dropdown below.

12. What methods of payment do you accept?

Whether shopping by phone, fax, mail or website, we accept MasterCard and Visa.

13. How do I use a coupon code?

To use a coupon code, you must first add the desired items to your shopping bag. On the shopping bag page is where you have the option to enter a coupon code. Please refer to the text box below your list of shopping bag items. Enter the coupon code (or copy/paste) and click the "update" button. A description of the discount will be displayed above the coupon code text box (you also have the option to remove the coupon code if desired). You will also see the new price of your items listed in red to display your savings.

If you have a coupon code "XYZ" for 10% off Classic t-shirts, first add a Classic t-shirt to your bag, then type XYZ into the coupon code box and click update. The t-shirt total will recalculate to 10% off.

If you get an error message after entering the coupon code, please re-enter/type the coupon code in case of a typo. If you continue to get an error, the coupon code could be expired or not apply to the products you have in your shopping bag. If you have questions, please call 1-800-562-5391 (MON-FRI 8:00 - 6:00 CST, SAT-SUN 9:30 - 6:00 CST).

Your savings will also appear on Step 3: Order Review.

14. Can I cancel an order?

If you need to cancel an order after it has been submitted, this must be done immediately (before the order is processed). To cancel on Jockey.com, click the order status link at the top of our site, search for your order, select your order and then cancel. If you would prefer to cancel your order by phone, You can call consumer relations at 1-800-562-5391 (MON-FRI 8:00 - 6:00 CST, SAT-SUN 9:30 - 6:00 CST).

PRIVACY & SECURITY

15. How do I know if ordering online is secure?

We always use industry-standard encryption technologies when transferring and receiving consumer data exchanged with our site. To learn more about our privacy & security policies, please follow the link on the bottom navigation. If you have further questions, email assistance@Jockey.com, or call us toll-free at 1-800-562-5391 (MON-FRI 8:00 - 6:00 CST, SAT-SUN 9:30 - 6:00 CST).

TECHNICAL ASSISTANCE

16. I've lost my password and I can't sign in. What do I do?

Click on the Login or my account link at the top of our site. Underneath the password textbox, click on "I forgot my password". Follow the instructions and submit the required information. You will receive an email notification with a link to change your password on Jockey.com.

If you have any problems, please call us at 1-800-562-5391 (MON-FRI 8:00 - 6:00 CST, SAT-SUN 9:30 - 6:00 CST).

17. Why am I getting errors regarding my billing address while trying to complete the checkout process?

As part of an effort to protect you against credit card fraud, our credit card processor performs what is called an address verification service. This service checks to make sure that the billing address you provide us matches against the one on file with the credit card issuer. These fields must match exactly in order to continue the checkout process. Please be sure you are providing the correct billing address and zip code. If you are entering the correct billing address and zip code and are still receiving an address verification error, please contact your issuing bank. You also have the option of selecting alternative payment methods.

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