Customer Care

Welcome To Our Customer Care Center. Here you can receive all sorts of help from our helpful and friendly staff. View our Frequently Asked Questions section for the most asked questions. Our services also extend beyond here and customers who require additional assistance can contact our Corporate Customer Service. Thank you as always for shopping for the Prices You Love, And Prices You Deserve.

PRODUCT MART LOGITICS UPDATE:

Orders placed before June 15, 2024, may be eligible for a 25% savings as our 25% discount had not kicked in when the sale begun. Product Mart usually will honor the savings up to 2 weeks before the sale starts.

Please check you email for further details. You can also check your order status page for more details if necessary. Contact a customer service representative if you need to check your eligibility.






Frequently Asked Questions

How Do I Know When My Package Will Arrive?

Packages will arrive, based on what shipping speed you chose at checkout, between 1-8 days, with some larger orders taking about 1-14 days. Orders that require product be imported or delivered from another state's Fulfillment center, could extend that time frame. Use our order tracking system to find up to date information on where and when you package(s) will be delivered.

What Does "Delayed" Mean When Tracking Your Package?

When a package is "Delayed", it usually means that the package needs to be rescanned, or the PMDelivery driver failed to scan the package into our Package Management System(PMS). Generally, if a delay occurs, a notation is generally provided on the tracking page. It will usually resolve itself within 1-2 hours and the next day if after hours.

Can I Change My Order Once My Package(s) Begin Getting Prepared?

Once a customer's package tracker says "Preparing Order", you can no longer change your order details. If the package tracker still remains in "Order Has Been Received," you can usually make adjustments to the order. However, some fulfillment centers begin packing orders 2-4 hours after placing the order, some begin as soon as the order comes in. So it depends on how fast you can change your order.

How Will My Package Be Shipped?

Packages are shipped in multiple different package types. Product Mart uses bags, cardboard envelopes, cardboard-heavy duty envelopes, bubble-bags, and a multitude of box sizes. Our packaging system determines what package type a customer gets and we can not choose which type it gets sent in.

Will I Be Notified If My Order Is Delayed By Email?

We will do our best to notify the customer if their shipment is going to be delayed up to 4 hours before scheduled delivery, and we may adjust the expected delivery time based on the issue that the drive is facing. If the delay is caused by an ineligible address or the address is lacking information, we may attempt to call the customer. We never will provide package updates via email, as it is the least secure form of communication.

Where Can I Track My Package(s)?

Product Mart has introduced multiple ways to track your package. The first way is on this website. Just type in your Tracking Number in the header search bar. The second way is to access your account on Jesstopia.org/#account. You will be issued an account page if it is your first order with us. If you have ordered before, your account page will reflect the newest order first. You can also call our Tracking Customer Service center, but please ensure you have your order tracking number available for the Representative.

Who Do You Use To Ship My Package(s)?

Packages are shipped using Product Mart Delivery, our in house delivery service. We will also utilize Product Mart Air to quickly ship orders overseas or if a product is imported from overseas as well. Generally, you will know what type of delivery will be made depending on the Status page color. See the key below:

Can I Return My Package If It Is Damaged Or Missing Purchased Product?

Absolutely. Product Mart values your business, so we make it extra easy to process a return through the Jesstopian Mail Service or the Federal Mail Courier, the most common ground shipping service. We will provide a return label within the package when it is sent to you. You can also print return labels online after using our online form. 

Where Is My Package?

Packages that are being shipped can be tracked through the use of the above listed tracking methods. If you order says delayed or heavy-delay, a notice to the customer will be sent. We will try to resolve the delay as quickly as we can. You can contact our Customer Care Team by clicking here.

Can I Order Products Over The Phone Or From A Catalogue?

Product Mart does allow orders to be conducted over the phone, however, most of our orders are processed online. If you need to order over the phone, order processing times may longer and delivery may take longer than the 2-5 day delivery window on standard. To order over the phone, call 1-900-492-SHOP, or 1-900-492-7467.

Deliveries are usually 5-10 days if you choose to order over the phone. We recommend customers avoid this method if they need items sooner, rather than later. Phone orders are usually for those who don't want to order online, and who aren't worried about when their packages arrive.

Why Has My Delivery Time Changed Multiple Times?

This may happen for a multitude of reasons, including storms, traffic and when our systems are working effectively and efficiently, you may sometimes receive your package ahead of schedule, so we reflect these updated times to ensure that you are aware of when to expect your package. When we are off of peak days and holidays, we can ship out product quicker, thus you may receive your order hours and sometimes days ahead of schedule.

Track Your Packages