Frequently Asked Questions
Do I need to create an account to shop with you?
From your account dashboard you can view and track your recent orders, manage your shipping and billing addresses, and edit your password and account details. You can also check out faster.
I have forgotten my username, now what?
If your email address doesn’t work, it’s likely that you used a different address or that you do not have an account with us. Subscribing to our newsletter or making a purchase does not automatically create an account.
If you don’t have an account, you can create one the next time you make a purchase, or by visiting the Account page.
I have forgotten my password, now what?
If we don’t find your email address, it’s possible that you created your account using a different one or that you do not have an account with us. Subscribing to our newsletter or making a purchase does not automatically create an account.
If you don’t have one, you can create an account the next time you make a purchase, or by visiting the Account page.
What methods of payment are accepted?
What if my order is seized by Customs?
In the case of international orders, if a customer fails to pick up an order from customs for any reason, and it is shipped back to us, any refunds given the customer will be minus the initial shipping costs and the cost of having the item shipped back to us as well as the 20% restocking fee.
There are places where government policy, or more commonaly, individual customs officers, deem our products immoral or improper (or something they want for themselves) and may seize your JimSupport gear. If your shipment is seized by customs, we are not responsible for replacement or refund. Please order thoughtfully, assuming any risks associated with customs in your country.
Why don't you ship to my country?
We ship throughout the world, but laws prevent us from shipping everywhere. If your country is not listed on our checkout page, we probably can’t send you our products.
In addition, there are a number of countries where we consistently find that our products are seized by customs. If you order from such a country, we will contact you to confirm that you want to place the order because we can’t offer replacements or refunds on orders seized by customs.
If you believe that we’ve made an error, please contact us.
How much is shipping?
Our shipping calculator will estimate your shipping your charges before you check out. The amount may adjust a little in the checkout when you provide your full address.
Note: Our products are heavy and big. We have negotiated shipping discounts with UPS. Domestic charges generally run 10-20% of the cost of the item. International charges vary widely but can sometimes approach 40-50% or more of the price of your gear.
To learn all about our shipping policies and procedures, please visit our Shipping page.
Do you charge taxes/duties?
We are required to collect sales tax on orders shipped within California.
If you live in another state or country, you are responsible for paying any sales or value added taxes, customs duties, import taxes and/or other fees levied on your purchase by your government. Because these fees are owed to your government, we cannot collect them on your behalf. We also cannot advise you on what they may be.
Please research these matters before you make your purchase so that you are aware of any fees that may become due when your package arrives.
How long will it take for my items to arrive?
To learn all about our shipping policies and procedures, please visit our Shipping page.
How do I return / exchange items?
If you receive a damaged item, contact us so that we can repair or replace what’s wrong.
If you simply change your mind, you may return unused, undamaged merchandise. We’ll credit your purchase price minus shipping charges and a 20% restocking charge. See our Terms and Conditions for an explantion of restocking charges. Merchandise must be returned in its original unopened packaging within fourteen days and insured against damage.
For more information, visit our Terms and Conditions page.
What payment security do you have?
Payments for JimSupport products will be listed on your card statement as Fetish Locker, which is the name of our corporation.
How will my package be labeled?
How do I contact you if I have further questions?
Got a different kind of question? Click our Contact page to reach us. We respond to messages in one business day.