FAQ

How do I change my shipping address?
If you would like to change the shipping address of your order, please contact us using the form below. For a faster response, please include your order number and the new address you would like your package to be delivered to.
Please note that changing the shipping address after your package has been shipped may cause package delays.

Where is my order?
Orders placed before 2pm Monday through Friday are shipped the same day; orders placed after 2pm Monday through Thursday are shipped the next business day. Orders placed after 2pm on Friday and on weekends are shipped the following Monday. Exceptions may be made in case of high sales volume or unexpected delays. You can check the status of your order in two main ways:
By going to your Aubrey Jackson account and finding the order you are interested in in the order table.
Clicking on the order number will display all its information.
In the following screen, you will be able to view the status of your order and, if it has been shipped, the tracking code. Once clicked, you will be taken to the UPS tracking page and can view the real-time delivery status of your package. Access your email account and open the shipping confirmation email from Aubrey Jackson. All shipping emails contain your tracking number. Once clicked, you will be redirected to the UPS tracking page. If you still have questions about your order, you can contact us using the form below for further assistance.

If I order today, when will I receive it?
Orders placed before 2pm Monday to Friday will be shipped the same day; orders placed after 2pm Monday to Thursday will be shipped the next business day. Orders placed after 2pm on Friday and on weekends will be shipped the following Monday. Exceptions may be made in case of high sales volume or unexpected delays.
All our products are shipped via UPS Ground and shipped from four different locations (Florida, Pennsylvania, Texas and California). All products are expected to be delivered within 2 to 5 days, but the specific time may vary according to UPS service rules. For more accurate estimated delivery time, please see the map below

My coupon code doesn't work! What should I do?
Our current checkout process only allows 1 coupon code to be used at a time. If you try to use 2 coupon codes, please make sure that only the first code used is valid
If you are trying to redeem Aubrey Jackson Rewards with an order that includes promotional products, please split this order into two different orders to apply both offers at the same time. If you want to take advantage of a promotion and use a welcome coupon, this will not work as all our promotions are non-combinable. You must choose whether to take advantage of a promotion or a welcome coupon. Some products are not eligible for offers, mainly bundled products, because they are already heavily discounted.

I had a problem with my order
At Aubrey Jackson, we are committed to providing exceptional customer satisfaction. If you are experiencing any of these issues, please click on the correct link so that we can better assist you.
Quality Issue: My charcoal is not what I expected. Issues include: size, spark, degree, etc. For other questions, please email Support@AubreyJackson.shop or use the form below