Frequently Asked Questions
Ordering & Account
Q: Do I need an account to make a purchase?
A: No — you can check out as a “guest.” Creating an account allows you to speed up future checkouts, track your orders, and manage your profile.
Q: How do I track the status of my order?
A: Once your order ships, we’ll send you a confirmation email with tracking information. You can also log in to your account → “Orders” to view the latest status.
Q: Can I change or cancel my order after it’s placed?
A: If you contact us immediately after placing your order, we may be able to cancel or adjust it — but we cannot guarantee changes once the order is in processing or has shipped. Please use the contact form on our “Contact Us” page for such requests.
Shipping & Delivery
Q: What shipping options do you offer, and how long does delivery take?
A: We offer free standard and express shipping on all orders. Fulfillment and delivery times depends on the items you order and your location. Because your items are made once you place the order, fulfillment can take 4 to 17 business days. If you choose express shipping, delivery can can take 1 to 3 days after fulfillment (5 to 20 days total for fulfillment and express delivery). If you choose standard shipping, delivery can take 7 to 10 days after fulfillment (11 to 27 days total for fulfillment and standard delivery).
Q: Do you ship internationally?
A: Currently, we ship to all United States Territories Only.
Q: What if I never receive my order?
A: If your tracking shows delivered but you didn’t receive your package, please use the contact form on our “Contact Us” page for a resolution.
Returns, Refunds & Exchanges
Q: What is your return / refund / exchange policy?
A: Please see our “Return & Refund Policy” page for full details.
Q: What if the item I receive is defective or incorrect?
A: We apologize for the inconvenience. Please contact us within 30 days of receiving the order, provide photos of the defect or wrong item, and we’ll arrange a replacement or refund.
Q: How long does it take to get a refund / store credit?
A: Once we receive and inspect the returned item, refunds or store credits will be processed within 7 to 10 business days. (If using a credit card or other method — note that your bank may take additional days.)
Products & Sizing
Q: How do I know what size to order?
A: We try to provide size charts for each product. If you’re unsure, check the size chart on the product page. For more guidance, feel free to contact us (e.g. include measurements: chest, length, etc.).
Q: Are your clothing items true to size / do they run big or small?
A: We aim for accurate sizing, but fit can vary by style and customer preference. If you want a loose (oversized) or fitted look, check the product description for guidance or size up/down as needed.
Q: Where are your products made or sourced?
A: All our items are designed in the United States. However, products may be sourced globally depending on material, product type and fulfillment time.
Payment & Security
Q: What payment methods do you accept?
A: We accept major credit/debit cards, Shop Pay, Amazon Pay and Google Pay. All payments are processed securely.
Q: Is my payment information secure?
A: Yes. We use industry-standard security measures (e.g. SSL encryption) to protect your payment data. We never store your full card details on our servers.
Discounts, Promotions & Gift Cards (if applicable)
Q: Do you offer discounts, promo codes or gift cards?
A: Sometimes. We announce seasonal promotions or limited-time sales via our advertisement and social channels. Sign up to our email list for early access.
Q: How do I use a promotion code / gift card at checkout?
A: On the checkout page, enter your code in the “Discount” field, then click “Apply.” The discount will reflect in your total before you submit payment.
Company & Support
Q: Where is JELANI based?
A: We are operated by JELANI LLC and headquartered in South Bend, IN, US
Q: How can I contact you if my question isn’t answered here?
A: Use the “Contact Us” page and send us a message. We usually respond within 24–48 hours (excluding weekends/holidays).
Q: What about my privacy and data security?
A: We respect your privacy and only use your data for fulfilling orders, communication, and account management. For more details, please see our Privacy Policy page.
