Frequently asked questions

When will my order ship?

All book orders ship out within 3-5 business days through USPS. You'll receive a confirmation email that includes your tracking number once it's on the way! T-Shirts are made to order and generally ship out within 4-7 days due to COVID-19 restrictions at our printing facility. All of our T-shirts are premium quality, well worth the wait. ***Ordering a T-shirt will not delay your Book order. T-shirts ship separately.

How soon will my package arrive?

Your order can be expected to arrive within 4-6 days after shipping, or within 1-2 days if located in Buffalo, New YOrk or surrounding areas. Due to COVID-19, shipping delays are possible in some states depending on the mail service, but as of 6/15/2020, no delays have been reported or brought to our attention.

What is your refund policy?

JaQ & Jen's Urban Book Store works with customers individually when the need arises for a refund, and our priority is to resolve the matter expeditiously. We pride ourselves in our customer service, so if you are unsatisfied with the product or service you've received, please contact us. Aside from refunds, we offer store credits as a second option for any purchase returned in the same condition that it was received. Both refund and store credits have to be requested within 15 days of your purchase.

What to expect when buying books from the "Pre-Loved" book category?

All of our Pre-Loved Books are "like new" or in extemely good shape; previously owned by one person. Before we ship out a pre-loved book, it is inspected for quality to ensure our customers are as satisfied with their pre-loved selections just as much as they are with purchasing new books. We do not sell any pre-loved books that are torn, have damaged pages, water marks or stains, or missing pages. Small scuffs and/or minor imperfections can be expected.

How do I get my book featured on jaqandjens.com?

We are big supporters of self-published and marginalized authors. Please email us at sales@jaqandjens.com (subject line: Author Inquiry) to hear about our consignment and dropshipping options.

How to book JaQ & Jen's for a vendor event?

Aside from our online book store, JaQ & Jen's serves as a pop-up book store and can set up anywhere. Please email us at sales@jaqandjens.com (subject line: Vendor Event) for more information and to book us for your event today.

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