Frequently Asked Questions

  1. Can you change the method of payment on my order?
  • We are not able to change the method of payment once an order has been placed. If you are returning an order, the refund will be processed onto the original form of payment used to purchase.

    2. How does your product fit?

    • Please visit our size charts page to see the sizing for each of our products. Jomon is not responsible for shipping costs on returns for items that don't fit.

    3. Do you offer free shipping?

    • We do not offer free shipping for any order regardless of order size or volume.

    4. Submit Request?

    • Have a request that you would like to be reviewed by our team? Email us @jomonapparel@gmail.com

    5. How can I check the status of my order?

    • Please send us an email for the most up-to-date status of your order.

    6. Am I able to modify or combine my orders?

    • We cannot modify orders that have been placed and not shipped yet. Once an order is in our system, it is transferred to our warehouse and they start to pick and pack as soon as it is received. As there are a lot of moving parts on the warehouse floor, it is difficult to have them chase down an order that is in a particular step in the shipping process for any adjustments or combinations with other orders.

    7. What if there is an error with my order?

    • If your order arrives incorrect, please email us at jomonapparel@gmail.com we will get it resolved for you as quickly as possible.

    8. What if my order is short items?

    • If you receive your order and there are any items missing, please let us know within 3 business days of receiving the shipment. We expect our clients to check-in their orders within 3 business days of receiving them. If we didn’t process your order accurately, we will be happy to send you replacement items. Any items that are reported to us after 3 business days of the customer receiving the shipment will not be replaced by Jomon. If you are shipping to a decorator, we recommend communicating this expectation to them.

    9.What If I receive damaged goods?

    • All claims for damaged or defective goods must be made within 72 hours of receipt of merchandise. Any items that are reported to us after 3 business days of the customer receiving the shipment will not be replaced by Jomon.

      • If you are shipping to a decorator, we recommend communicating this expectation to them. Please email jomonapparel@gmail.com and include pictures of the damage or defect.

    10. How long will it take my order to ship?

    • Processing times for orders are approximately 24-48 hours depending on the order volume. Orders are processed on a first come, first serve basis, Monday thru Fridays from 8 am to 4 pm. The cutoff time for same-day processing is 11am MST.
    • Shipping times are determined by the courier you select at checkout. Once an order has been processed and scanned from our warehouse, you will receive an estimated delivery date provided once tracking is available. 
    • Please note that estimated processing times are separate from estimated shipping times.

    11. How much does shipping cost?

    • Shipping costs are determined by the volume of your order. We offer various shipping methods that are priced differently depending upon a variety of factors. But you can see what the shipping costs would be on your order by going to your cart and adding your address to the order. At the checkout page before you enter payment info it will lay out your options and pricing.

    12. Where is your fulfillment and distribution?

    • Our fulfillment and distribution center is based out of Indianapolis, Indiana.

    13. What are my shipping cost? 

    The best way to see the shipping costs would be to:

    • Add the items to your cart
    • Click on your cart to see your order summary
    • Below the "Subtotal" section you will see a link that says "Calculate Shipping", click on that. From there you can enter your address and it will tell you what the shipping costs would be based on your cart.
    • Shipping costs are determined by the courier you select at checkout and based on dimensional weight as well as shipping address.

      14. Can you use my company's shipping account?

      • We are unable to use any outside shipping agent or account to complete shipping on your order. We can work with you to arrange freight and delivery options though. Contact us at jomonapparel@gmail.com

      15. Do you offer international shipping?

      • We do offer international shipping. We have various FedEx and USPS international shipping methods available at checkout. Jomon is not responsible for taxes, import duties, or customs fees incurred for goods shipped outside of the US. The customer is responsible for charges, even if the shipment is refused upon delivery. The time it takes to receive your package will depend on your customs office and clearance of your package.

      16. International freight and duty

      • Jomon is not responsible for taxes, import duties, or customs fees incurred for goods shipped outside of the US. The customer is responsible for charges, even if the shipment is refused upon delivery. The time it takes to receive your package will depend on your customs office and clearance of your package.

      17. What is your return policy?

      • All return claims must be requested within 5 days of the delivery date.
      • Returning items must be in new, unworn condition and in their original packaging. Any items that are not within this criteria will be rejected. 
      • All orders over $100 are subject to a 10% restocking fee. This accounts for our warehouse team inspecting each product for damage and receiving the items back into inventory. 
      • Orders under 10 items or Sample Packs are not eligible for return. 
      • Retired & Custom product sales are final and are not eligible for return.
      • International sales are final and are not eligible for return.
      • Jomon is not responsible for return shipping. 
      • We do not accept returns for custom, washed, or decorated merchandise

      18. Do you allow international returns?

      • We do not allow international returns. All international sales are final.

      19. How will I be refunded?

      • Once we receive your items and make sure that they meet the conditions above, you will receive a refund for the purchase price for those of non-custom pieces (excluding original shipping cost) directly to the method of payment used for the purchase. For custom pieces the only option is to exchange the product once approved by our refund team.
      • We do our best to process refunds as quickly as possible but please allow up to 2 weeks from the date your return in our office for the return to be processed. You will receive an email notification of the status of your refund once finalized.

      20. How do I return an item?

      • To file a return claim, please email jomonapparel@gmail.com to request a link to our returns center.  
      • Please make sure that your items meet our return conditions. If the package does not reach us safely, we will not be able to complete the return, so we recommend sending via a traceable method. Jomon is not responsible for lost or misrouted items being returned.

      21. What if there is an error with my order?

      • If your order arrives incorrect, please email us at jomonapparel@gmail.com we will get it resolved for you as quickly as possible.

      22. Can you modify my order?

      • We cannot modify orders that have been placed and not shipped yet. Once an order is in our system, it is transferred to our warehouse, and they start to pick and pack as soon as it is received. As there are a lot of moving parts on the warehouse floor, it is difficult to have them chase down an order that is in a particular step in the shipping process for any adjustments or combinations with other orders.

      23. What is your exchange policy?

      • If you would like to exchange items, simply email us @jomonapparel@gmail.com exchanges are available for custom pieces only for sizing reasons and non-custom pieces as long as it is returned in the same condition is was purchased in. Follow the steps outlining how to return the undesired items described above and we can process your returned items as long as condition meets the criteria. You'll have 5 days to request a refund after the delivery date
      • *Please note inventory is not guaranteed when exchanging items as stock changes from day to day.

      24. What are your care instructions? 400Gsm Custom Hoodies

      • Wash with like colors
      • Turn inside out to wash
      • Machine wash cold
      • Hang Dry
      • *Please allow for 5% shrinkage on first wash.

      25. How many ounces are your products?

      • Our 400 gsm fleece is about 12 oz/yd2.

      26. Do you have removable tags

      • Our products are actually made with removable neck tags that are designed to be torn out.

      27. What is Supima Cotton?

      • Supima cotton is a superior type of cotton grown in the San Joaquin Valley of California. It represents less than 1% of cotton grown in the world. What makes Supima unique to other cottons is the extra-long staple fiber that gives the cotton its premium properties: Strength, Softness and Color retention.  

      28. Do you have GOTS organic certification?

      • As a continuation of our commitment to sustainability and traceability, we have completed the most comprehensive organic certification process in the industry. Our latest arrival of our heavyweight organic fleece is 100% GOTS certified organic. The Global Organic Textile Standard (GOTS) is the worldwide leading textile processing standard for organic fibers, backed up by independent certification of the entire textile supply chain.
      • You will start to see these special GOTS markings on the tags and packaging of our products indicating the certification which is of massive importance in authenticating and verifying these organic standards. The aim of the standard is to define internationally recognized requirements that ensure organic status of textiles. From the harvesting of the raw materials to the labelling, this certification is a credible assurance to the end consumer of an organically produced product. The sad reality is that without these types of certifications businesses and brands get away with rampant greenwashing tactics and it is especially bad in the apparel industry. As a society we should demand transparency, authentication, and certification from our suppliers. It is the very reason we went through this laborious and thorough process for our clients.
      • Stay tuned for more information as we continue to roll out this historic accomplishment for our brand.

      29. Do you have a showroom?

      • Jomon does not have a showroom. 
      • We are a digitally native business and designed our company around allowing our clients to experience the products in person instead of in a showroom. This enables customers to test them out, wear them, wash them and evaluate them on their own.

      30. Are your hoodies made with love?

      • Yes, every hoodie is beautifully crafted with a hand full love. We thank you for your interest in our business.