Frequently Asked Questions:

1. When will my order ship?

We understand that timely shipping is important! Typically, orders are processed and shipped within 5-10 business days after the order is placed. However, please keep in mind that all our products are made with care, and this processing time allows us to ensure the highest quality for each item.

2. How can I track my order?

Once your order is shipped, we will send you an email notification containing a tracking number. You can use this tracking number to monitor the progress of your shipment. Simply visit our website and enter the tracking number in the designated tracking section to get real-time updates on the whereabouts of your package.

3. What is your return policy?

As a custom and made-to-order business, we do not offer general returns or exchanges. Each item is crafted specifically for you. However, we want you to be completely satisfied with your purchase. If your order arrives in a condition that does not match its description or if it is damaged during transit, please reach out to our customer service team (info@janebrain.ca) within 14 days of receiving the product. We will work with you to find a suitable resolution, such as offering a replacement product or issuing a refund.

4. Do you ship internationally?

Yes, we are delighted to offer international shipping to most countries around the world. We believe in making our products accessible to customers worldwide. As part of our commitment to providing a positive shopping experience, we offer free shipping on all international orders.

5. What do I do if I receive a defective product?

We strive for excellence in craftsmanship and quality control, but in the unlikely event that you receive a defective product, we sincerely apologize for the inconvenience. Please contact our customer service team (info@janebrain.ca) within 7 days of receiving the product, providing details including photos and supporting evidence of the defect. Our dedicated team will promptly assist you in finding a satisfactory resolution, which may include a replacement product or a refund.

6. How do I change or cancel my order?

We understand that circumstances may change, and you may need to modify or cancel your order. If you wish to make changes or cancel your order, please contact our customer service team as soon as possible. Please note that once an order has been processed and shipped, we are unable to cancel it. However, we will do our best to accommodate your request if it is still within our control.

7. How can I contact customer service?

We value open communication with our customers and are here to assist you. If you have any questions, concerns, or require further assistance, please feel free to reach out to our customer service team. You can contact us by emailing info@janebrain.ca. We aim to respond to all inquiries within 24 hours, providing you with the support you need!

If you have any other inquiries or require additional information not addressed above, please do not hesitate to contact our customer service team. We are committed to ensuring your satisfaction and will gladly assist you in any way we can!