FAQ
- When will my order ship?
All items are made to order. Most products ship within 2-5 days. Once, shipped, you will receive a tracking number via e-mail.
- How long does shipping take?
3-7 business days after processing
- What payment methods to you accept?
We accept all major credit cards, PayPal, Shop Pay, Google Pay, and Apple Pay.
- What is your return policy?
We accept returns or exchanges within 14 days of delivery. To qualify, you must contact us within 14 days of deliver, items must be unused and in original condition and the item must be shipped back within 21 days of initial delivery.
- My order has not arrived. What should I do?
Start by checking your tracking number. If it shows as delivered but you did not receive it, we recommend checking with your local carrier or neighbors. If your package is delayed more than 10 business days, contact us and we will help investigate.
- Are your designs original?
Yes. All artwork is created in-house for Jade & Brooks using a mix of original illustrations, digital design tools, and carefully curated designed templates. Some patterns may incorporate AI-assisted elements, but every final product is uniquely crafted to match our signature aesthetic.
3-7 business days after processing
- Will the phone case fit my device?
We offer models for iPhone, Samsung, and Google Pixel phones. Be sure to select your exact model (you can check this on your phone in settings) before purchasing. If you are unsure, feel free to contact us before ordering.
- How do I contact customer service?
Visit our Contact Us page or email us directly at support@jadeandbrooks.com. We typically respond within 1-2 business days.
- Do you ship internationally?
At this time, we only ship within the United States. We hope to expand international shipping in the future - stay tuned!
- Who pays for shipping?
We cover the cost of standard shipping for all U.S. orders. If you need expedited shipping, additional fees may apply at checkout.