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frequently asked questions

ordering questions

How can I place an order?

Orders are placed on the website by creating a unique account that includes your own login and password. You can create an account either by using the “my account” link at the top of the page, then entering the requested information under “signup". This allows us to provide a high level of security for your personal information, and for you to update your billing and shipping information and other useful data. It also allows you to keep track of your orders. If you do not want to create an account with us, you can create an order over the phone by calling 1.866.573.1115 between the hours of 10:30 am and 5 pm (EST) Monday through Friday or you can fax your order to 215.343.0260 at any time.

What is the processing time for my order?

WEJETSET orders will be processed within 48 hours of receiving the order. Please note that the processing time is separate from the shipping option you choose.

Can I make changes to my order?

We cannot make any guarantees that we will be able to make any changes, additions or cancellations on an order after it is placed. However, if an order has not been sent to the shipping department a change may be possible. Please email us at customerservice@wejetset.com

How can I track my order?

An email will be sent to you confirming your order, followed by a second notice confirming shipment and your tracking information.

What if what I want is not available?

We strive to stock our stores with the best travel products from all over the world. Sometimes we may be out of stock for a few of the popular items. If the item you want is on back order, as indicated on the website, you can still purchase the item and we will email you with an anticipated delivery time. If you wish to wait to purchase the item, contact us at customerservice@wejetset.com and we will let you know when it is back in stock. If we have any problems shipping any part of your order, we will contact you within 72 hours from the time of your order.

Can I cancel my order?

If you accidentally place an order, or change your mind, you can cancel your order. Orders can be canceled within 24 hours of being placed and no later. Please email customerservice@wejetset.com to cancel an order.

Can I suggest products for your store?

We love discovering new products. If you have any suggestions or recommendations please email suggest@wejetset.com

payment questions

What forms of payment do you accept?

WEJETSET accepts Visa, MasterCard and American Express. Currently we do not accept personal checks or money orders. If you have any further questions concerning payment, please email customerservice@wejetset.com. We will try our best to accommodate your needs.

What steps does WEJETSET take to ensure that my information is secure?

WEJETSET has taken many steps to ensure that your personal information is kept secure. We use SSL [Secure Socket Layer] encryption technology for all orders and information transfers. All your personal information is stored in encrypted form at all times. In addition, we never store your credit card information on file. Instead, you will be required to input your credit card information each time you place an order with us.

What do I do if I’ve forgotten my password?

If you have lost or forgotten your password, please click on the Forgot Password link located on the login page. If you need further assistance please contact us directly at customerservice@wejetset.com

Why does WEJETSET need my billing address?

WEJETSET uses your billing address and phone number as a security measure in verifying your credit card. Please be sure to give us your correct billing address. Your billing address should be connected to the card you use to purchase goods from our store, which enable us to avoid credit card fraud.

Please note that WEJETSET is not responsible for shipping delays caused by incorrect billing information. If we need additional information, or if there are any issues, you will be contacted within 5 business days from the time the order was placed.

shipping questions

What are my shipping options?

WEJETSET ships all of its orders via UPS. Our shipping options include UPS Ground, UPS 3 Day, UPS 2 Day and UPS Overnight. Please note that WEJETSET also ships internationally. For any questions about international shipping please contact us at international@wejetset.com or call our toll free number at 1.866.573.1115.

WEJETSET is unable to ship to PO Boxes and Military APO/FPO addresses. However, please contact us if you need to make special arrangements for an order. Please send an email to customerservice@wejetset.com

How quickly will my order ship?

WEJETSET orders will be processed within 48 hours of receiving the order. Please note that processing time is separate from the shipping option you choose. Please add these processing days to the selected shipping option when making your purchase. In addition, shipment times on special orders and back order items vary. If you have questions regarding processing and shipment email customerservice@wejetset.com

What about partial shipments?

Sometime is might be necessary to ship partial orders. When this occurs, we will inform you by email of the shipment details. Shipment cost is not affected.

How can I track my order?

Logging on to your account will give you the option to view your order history. An email with tracking information will be sent when your orders ship. Please be sure to provide us with the correct email when entering your account information. This email is the email that will be used for tracking purposes.

What if I’m not home when UPS attempts delivery?

If UPS determines that it is not safe for them to leave the package for you, they will leave you a note saying that they attempted delivery. They will generally do this three times before returning the package to us.

On the UPS note, you will find a phone number where you can contact UPS directly to inquire about the delivery. Most UPS centers are open until 7pm. You can call to inquire about the next delivery time, request another delivery at a particular time, or let them know that you will stop by the UPS center to pick up the items. Alternately, you can have the order redirected to an address where you know you will be during the day. Please note that these arrangements will be made directly between you and UPS once the delivery attempt has been made. If you have any further questions, please feel free to contact us at customerservice@wejetset.com

Can I have my order shipped to an address that is different than my billing address?

Yes. You can have your order shipped to an address that is different than your billing. But it is still important for you to give us the correct billing address for verification of your credit card.

return questions

What is the policy on returns?

Purchases can be returned for a full refund, minus shipping, within 10 days from the delivery date as long as the product is in its original condition and returned to us with the original packing, inserts, tags, etc. All returns are subject to WEJETSET’s terms of use. We are not liable for the shipping charges.

How do I return an item?

If you would like to return an item, please email us at returns@wejetset.com with the details of the item(s) you want to return and the reason for the return. Provided the reasons are in accordance with WEJETSET’s terms, we will process your return. You should receive an email with instructions within 7 days of the receipt of your request. If your return is a gift from someone else, you will be refunded a store credit.

What if the product arrives damaged?

WEJETSET is committed to delivering your products with the highest care. If you receive a product that is damaged, please contact us immediately via email at returns@wejetset.com within five working days of shipment receipt to arrange for a replacement. Please return original items and all packing materials. You can also contact us for further assistance at 1.866.573.1115.

contact us

For all your questions, ideas or suggestions please contact us at one of the following:

Press Inquiries: press@wejetset.com

Retail Inquiries: retail@wejetset.com

Suggestions: suggest@wejetset.com

General Inquiries: info@wejetset.com

Physical Mailings: PO Box #49, Jamison, PA 18929-0049

Call us toll free: 1.866.573.1115

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