Jawbone Support
Jawbone eStore FAQ

How do I check my order status?

Details of your order, including a tracking number for the shipment, will be in your shipment confirmation email. Additionally, you may check the status of your order here.


What payment methods can I use?

We accept all major credit cards and PayPal. Our servers encrypt all information submitted to them, so you can be confident that your credit card information will be kept safe and secure.


Should I use spaces or dashes when I enter my credit card number?

Enter your credit card number without any spaces or special characters. It should be entered as a continuous string of numbers.


Does my billing address have to match the address on file with my credit card?

Yes. For credit card verification you must enter your billing address exactly as it appears on your credit card statement.  If you do not, your payment may be rejected or unable to process fully.


Why is my credit card being rejected?

There are many possible reasons for a credit card not being accepted:
  • The card is expired.
  • You have reached or exceeded your credit limit.
  • You have exceeded your daily charge limit.
  • A computer at either end of the transaction is having technical problems.
If you have issues submitting your credit card payment, please contact our Support team for assistance. You may be asked for any error message numbers you received, as well as the reference number seen in the shopping cart.


When will my credit card be charged?

You will not be charged until your product ships. This includes any preordered or backordered products. If your items are shipped separately, you will be billed each time a product is shipped.


How will the charge show up on my credit card?

The charge for your order will initially appear on your credit card statement as BRAINTREE (our online payment processor) or braintreecharge.com.


Can I order without a credit card?

Yes. The Jawbone.com store also accepts payment through PayPal.


Do I have to pay sales tax?

Depending on the destination of the order, sales tax may be calculated and charged. Any sales tax charged will be indicated once your billing and/or shipping address have been entered during checkout.


How do I get a copy of my invoice?

Please contact Support with your order details and we will be happy to provide you with a copy of your invoice.


What is your refund policy?

U.S. and Canadian orders placed via Jawbone.com include a 60-day money back guarantee. The 60 day period begins at the time of receipt, not purchase.


How do I request a refund?

To initiate a return for refund, click here.

PLEASE NOTE: Refunds are available for purchases made directly through the US or Canadian Jawbone.com store within 60 days of receipt of the product. If you purchased your Jawbone product from a retailer, please contact that retailer for information on their return policy.


When will I be refunded for my return?

Once we’ve received the returned merchandise in good condition, your refund will be processed to the credit card or Paypal account used to place your order within 5–10 days.


How do I cancel my order?

An order cannot be modified or cancelled after it has been processed and prepared for shipment. 

We recommend the following options for canceling an order that has already been processed:

1. Refuse Delivery

If you no longer want an order that has already been placed, simply refuse delivery of the unopened package when it arrives. FedEx will ship the package back to us and we’ll reverse the charges on your account once it’s received at our warehouse. Alternatively, bring the unopened package to any FedEx location and they'll ship it back for you, free of charge.  

2. Return Package 

If you’re unsatisfied with your order that's already been opened, click here to initiate a return for refund. 


I haven’t received my package but it should have been delivered by now.

You can review order details (including tracking information) via our Order Status feature. If your order has been delivered but you haven’t received it, please contact Support for additional assistance. 


An item I need is currently unavailable.  Can you ship the available items on my order separately?

We are unable to process partial shipments at this time.  Please contact Support and one of our team members can assist in canceling your initial order and placing a separate order for items currently in stock.

Warranty Information

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