Returns & Repairs
Our Promise to You
For over 25 years, Jay Strongwater has been pleased and proud to offer handcrafted designs of exceptional quality to our customers. If your order fails to meet your expectations for any reason, you may return it within 30 days of receipt for a refund, credit, or exchange. Please contact our customer service department to begin the return or exchange process. To ensure a long and happy life for your Jay Strongwater design, please refer to our care and use page. If damage occurs during the lifetime of your Jay Strongwater product, please contact us to determine the best method to repair it.
Direct Consumer Return/Repair Procedure:
Returns / Exchanges
If you are displeased with your purchase for any reason, please contact our customer service department by phone or email, within 30 days of receipt, and we will gladly return or exchange any unused item.
If an item is received damaged, please contact our customer service department, within 30 days of receipt, and we will be happy to send you a return shipping label and provide a replacement immediately.
If you have an item that needs repair, please email firstname.lastname@example.org with a photo and brief description of the issue and how it happened. We will gladly repair any manufacturer's defects on new products at no charge to you. If an item requires repairs for any reason other than manufacturer defects, we will inform you of the repairs cost accordingly.
- We will contact you within 2 business days via phone or email with instructions on how to proceed with your repair request.
- Please note that the customer will be responsible for the cost of shipping the item to us, and we will pay the shipping charges to send the repaired item back to you.
- In order to expedite the repairs process, please include the following details inside your package:
- A copy of the Packing Slip or Confirmation email from your original order (if available)
- Item name and description of repair needed
- Customer Name and daytime contact information [phone number and email address]
- Return shipping address
- Our current Repairs turn-around time is 10-12 weeks after receipt of the item at our facility. However, there may be circumstances where the repair time will be longer. We will contact you using the contact information provided, if this is the case.