To submit a shipping claim, please use our Janáe Returns Portal here. 

📦  Shipping Policy

At Janáe, every order is hand-packed with love by Kaleigh Janáe herself. As a one-woman atelier, I take care to ensure your keepsakes are prepared with the utmost attention before beginning their journey. Please review the full policy below before placing your order.

Processing Time

• Orders are carefully processed within 2–5 business days (Monday–Friday, excluding holidays).
• During high-volume periods — such as launches, sales, or holidays — processing may take a little longer as I prepare each parcel by hand.
• Once shipped, you’ll receive a confirmation email with tracking information so you can follow your treasures home.

Domestic Shipping

• Complimentary standard shipping is offered on all U.S. orders over $175.
• Standard delivery typically takes 2–5 business days, depending on USPS and your location.
• Placed more than one order within the same week? Email us, and I’ll gladly combine your packages when possible. Shipping is calculated by weight, and any excess charges will be refunded.

International Shipping

• Yes — Janáe ships worldwide! 🌎
• Please note: International customers are responsible for any duties, tariffs, or customs fees required upon delivery.

Lost or Delayed Packages

• Once your parcel is in the hands of USPS, Janáe is not responsible for lost, stolen, or delayed deliveries.
• If your package is marked as delivered but not received, you’ll need to file a claim directly with USPS. (For USPS shipments, claims are typically eligible after 15 days in transit.)

Delivery Delays

• Janáe cannot guarantee delivery times once your order is with the carrier.
• Shipping costs are non-refundable if USPS or the carrier experiences delays.

Incorrect or Undeliverable Addresses

• Please double-check your shipping address at checkout. Janáe is not responsible for incorrect or undeliverable addresses.
• If a package is returned to us, the customer is responsible for the cost of re-shipping.

Stolen Packages

• If tracking shows your order as delivered but it has not arrived, please reach out to the carrier directly.
• Janáe is unable to refund or replace parcels marked as delivered. To avoid theft, we recommend shipping to a secure location.

Shipping & Combined Orders

We’re always happy to combine multiple orders placed close together whenever possible to help you save on shipping. When this happens, you’ll receive a refund for any duplicate shipping fees so that shipping is only applied once per combined package.

Please note that at least one shipping charge will always remain, even when orders are combined — this helps cover packaging and fulfillment costs and allows us to keep things running smoothly.

💌 To Qualify for Free Shipping

• Free shipping applies to orders $175+ in a single checkout.
• Separate smaller orders cannot be combined afterward to qualify.
• If you’d like to receive free shipping, we always recommend checking out all your favorites together in one order of $175 or more.

📦 If You Place Multiple Orders

• When orders are combined, duplicate shipping charges will be refunded.
• At least one shipping fee will remain to cover packaging and fulfillment.
• If one order qualifies for free shipping and others do not, only duplicate shipping fees may be refunded (some shipping charges may still apply). For example:

  • Order 1: $185 (free shipping)

  • Order 2: $65 (paid shipping)

  • Order 3: $45 (paid shipping)

  • → Only one of the later shipping charges would be refunded when these three orders are combined.

Preorders & Restocks

Orders that include preorder or restock items are not eligible for combined shipping refunds, even if they are able to be merged with other shipments when possible. Due to the different fulfillment timelines, shipping charges for these orders are not refunded or adjusted.

Any order containing a preorder or restock item will be held and shipped once all items in that order have arrived. This means that if your order includes both in-stock and preorder/restock pieces, the entire order will ship together at the later date once the delayed item is received.

Estimated timelines:

• Restock items typically arrive within under 2 weeks
• Preorder items have longer arrival windows, which are always noted in the product title or description at the time of purchase

If you would like your in-stock items to ship right away, we highly recommend placing your preorder or restock item in a separate order. This ensures there are no delays in receiving pieces that are already available.

---

These guidelines help us keep fulfillment organized, ensure fairness across all orders, and allow us to ship your pieces quickly and efficiently.

Lost or Stolen Package Policy

We offer Package Protection at checkout to help safeguard your order once it leaves our boutique.

If Package Protection is purchased, and your package is confirmed lost or stolen in transit, we will resolve the issue using the following options:

1. Replacement
If the item(s) from your order are still in stock, we will ship a replacement at no additional cost. Replacement is always our first solution and other options are not available by choice when inventory allows.

2. Store Credit 
If a replacement is not available, we will issue store credit for the full value of your order plus an additional 15% as a courtesy for the inconvenience. Store credit never expires and can be used anytime on future purchases.

3. Refund to Original Payment Method
If you prefer a refund instead of store credit, we can issue a refund for the original purchase amount back to your original form of payment.

Please note that only one resolution option may be selected per order, and once a resolution has been processed it cannot be changed.

---

Orders Without Package Protection

If Package Protection is not selected at checkout, the responsibility for lost, stolen, or damaged packages transfers to the shipping carrier once the package leaves our boutique.

In these situations, customers must file a claim directly with the shipping carrier (UPS, USPS, etc.) using their tracking information. Unfortunately, we are unable to replace, refund, or issue store credit for orders that did not include package protection.

---

We truly appreciate your understanding and support as a small business. Our goal is always to resolve issues quickly while continuing to protect our ability to serve all customers.

✨ Every Janáe order is wrapped with intention and sent on its way with care. Thank you for your patience as I hand-pack each keepsake — your support allows me to continue bringing the world of Janáe to life.