FAQ
This FAQ covers the questions customers most frequently ask about ordering, payment, shipping, and order support. If you cannot find the information you need here, please contact our customer service team at support@jordscape.com. When your inquiry concerns an existing purchase, include your Order Number (e.g., 232SHOP-1100) and the Order Email associated with the purchase.
Ordering & Payments
Q: Where can I enter a discount code?
A: You can redeem an eligible discount code during the checkout process when paying through PayPal or with a debit/credit card.
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Choose the product you would like to order and select "Add to Cart."
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From your cart, select "PAY WITH DEBIT/CREDIT CARD" to continue to checkout. This step applies whether you later choose PayPal or a card as your payment method.
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On mobile devices: Select "Show order summary" and enter your discount code in the available field.
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On desktop devices: The discount code box will appear on the right-hand side of the checkout page.
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Once the code has been applied, complete your payment through PayPal or by entering your debit/credit card information.
Q: Which payment options are supported?
A: We provide several secure ways to pay, including:
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PayPal
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Visa, MasterCard, American Express (AE), Diner’s Club
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Most commonly used debit and credit cards
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Apple Pay & Google Pay
Q: What is the cost of shipping?
A: Standard worldwide shipping is $5.99 USD. The final shipping charge may differ depending on your destination or any promotion currently available. Your exact shipping fee will be shown at checkout before payment is completed.
Shipping & Delivery
Q: Can you ship orders internationally?
A: Yes. We provide worldwide delivery through our international fulfillment network. Your order will be sent from the available fulfillment location that offers the most practical shipping route to your destination.
Q: What is the expected delivery time?
A: After your order has been processed and shipped, estimated delivery generally takes 10–20 business days.
Q: Where can I track my shipment?
A: Once your package has been dispatched, we will email you a shipping confirmation containing its tracking number. You can use that number on a universal tracking service such as 17track.net to follow the shipment.
Q: Why has my tracking status stopped updating?
A: Tracking systems may require approximately 24–48 hours after shipment before new information appears. It is also common for tracking activity to temporarily pause while a package is traveling between carrier facilities.
Q: Why did I receive only some of the items I ordered?
A: Multi-item orders may occasionally be divided into separate packages and shipped from different fulfillment locations. This can help individual items reach you more efficiently. Each parcel will receive its own tracking number, and the relevant tracking information will be sent to you by email.
Order Modifications & Cancellations
Q: Is it possible to update my shipping address, recipient name, or phone number?
A: Requests to change order information must be submitted as quickly as possible. Please contact support@jordscape.com immediately and provide:
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Your Order Number (e.g.,
232SHOP-1100) -
Your Order Email
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The complete corrected shipping details
We will attempt to update your information if the order has not yet been processed for shipment. After an order has been dispatched, its shipping details can no longer be changed.
Q: Can I modify the products in my order, such as the size, color, or quantity?
A: Product changes are also time-sensitive. Please email support@jordscape.com as soon as possible and include:
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Your Order Number (e.g.,
232SHOP-1100) -
Your Order Email
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Details of the exact modification you are requesting
Changes can only be considered before the order enters the fulfillment process.
Q: Am I able to cancel an order?
A: Cancellation is only available before an order has been dispatched. A handling fee may apply when an order is canceled. Once shipment has occurred, the order can no longer be canceled.
Post-Delivery Issues
Q: What should I do if my product arrives damaged?
A: If you receive a damaged item, contact support@jordscape.com and provide the following information so our team can review the issue:
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Your Order Number (e.g.,
232SHOP-1100) -
Photos or video clearly showing the damaged product
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A photo of the shipping label attached to the package
Q: What should I do if my product appears defective or has a quality problem?
A: If you believe your item has a quality-related issue or manufacturing defect, please email support@jordscape.com with:
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Your Order Number and Order Email
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A detailed explanation of the issue
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Photos or video clearly showing the defect
Q: What if I received the wrong item or part of my order is missing?
A: If your shipment contains an incorrect product or an item is missing, contact support@jordscape.com and provide:
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Your Order Number and Order Email
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A photo of the incorrect product received, or a list identifying the missing item(s)
Account & Communication
Q: What should I do if my order confirmation email never arrived?
A: First check your spam or junk email folder. If you still cannot find the confirmation, contact support@jordscape.com and provide the name and email address you believe were entered during checkout. Our customer service team will locate your order and resend the confirmation.
Q: Why have I not received my tracking number yet?
A: Tracking details are normally issued within 1–2 business days after an order has been processed. If that period has already passed, please check your spam folder before contacting our support team for further assistance.