Customer Care

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.

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.

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.

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.

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.

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.

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:

1. Green - If your Order Status Tracker is showing up green, you will have ground shipping.

2. Red - If your Order Status Tracker is showing up red, you will have a mix of Ground and Air shipping.

3. Blue - If your Order Status Tracker is showing up blue, you will have Air Shipping and a separate tracking page will be created for you to follow.

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. 

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.

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.

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.