Frequently Asked Questions

We put together a list of the most frequently asked questions for your convenience. If your questions are still unanswered, please feel free to give us a call at 877-787-4703 or visit our Contact Us page to get in touch.

RETURNS

johnnie-O will gladly accept returns of any full price, unworn, unwashed merchandise for a full refund, or exchange within 30 days of purchase. Please note that any original shipping charges are not eligible for refund. johnnie-O will not accept any merchandise from third party retailers (unless purchased at a johnnie-O store). Please allow 2-3 weeks for a refund of your purchase. johnnie-O does not accept returns on international orders.

Keep in mind all applicable promotions, discounts, offers, and free items (as part of a qualifying purchase) granted at the time of purchase will be prorated and applied to the amount of refund or credit.

How can I make a return?

You can start your return here. Please allow up to 2 weeks for returns to be processed.

When will I receive my refund?

All refunds will be credited to your original form of payment or to a johnnie-O gift card.

If you return an item to us by U.S. mail, we usually receive it within 10–14 business days. Once the item is received, we will process your refund within 1-2 weeks. Depending on your financial institution, you may see that refund on your credit card within 3–5 business days.

  • If you’re returning a gift, you’ll receive a Gift Card with the credited amount.
  • If you paid with a Gift Card, you’ll receive an eGift Card via email with the credited amount.

Can I return an item I purchased on sale?

All sale items are eligible for returns unless marked as “final sale.”

How do I know if a return has been received?

You will receive an email once your return has been delivered back to our warehouse, and you will be notified when your card has been refunded or your exchange order has been shipped out.


SHIPPING

Can I change something on my order?

tel:877-787-4703  If you need to change or cancel your order, please contact our customer service team immediately (wingman@johnnie-o.com or 877-787-4703). We generally process orders within 2-4 hours on business days, and once our warehouse has processed your order, we will be unable to make any changes.

How long does it usually take to get a package?

We strive to process orders as quickly as we possibly can. Orders placed Monday through Friday are usually shipped within 24-48 hours. If you’re located in the Midwest or on the East Coast, packages usually arrive within 2-3 business days. Awesome, we know. West Coast takes a bit longer, but should be at your door within 3-5 business days. Please note that orders including NCAA, MLB, U.S. Open, or other custom embroidery products will require 5-7 business days for custom embroidery before shipping your entire order.

Please note that during periods of high volume, it will take longer (sales, major promotions, Friends & Family, during the holidays, etc.)

Orders placed over the weekend are usually shipped the next business day. If you need your order to go out the same day you place it, please place your order before 11am ET using an expedited service (excludes Saturday, Sunday and Holidays) and we’ll be sure to do our best to get you your merchandise in time.

Please note that orders including NCAA, MLB, U.S. Open, or other embroidered products will require 5-7 business days for custom embroidery before shipping your entire order. 

Orders that include custom embroidery cannot ship same day.

How can I track my package?

We will email you as items in your order ship, or if there are updates on the status of your order.

If you have an account, sign in to your account here. You’ll see which purchases are on the way and get shipment tracking updates.

Do you offer price adjustments?

We honor a one-time price adjustment within one week of the purchase date
Promotions, flash-sales, friends & family, and end of season sale will be excluded from price adjustments.

Do you ship to P.O. Boxes?

Unfortunately no, UPS does not ship to P.O Boxes. Sorry!

What should I do if I didn’t receive a shipment?

If you’re missing items or shipments, contact us within 30 days of ship date.

Do you ship on Saturdays and Sundays?

We calculate shipping times based on business days and packages are not delivered on weekends.

Expedited Shipping

Our two-day and next-day shipping options for eligible items will get it to you faster. Orders that include custom embroidery cannot ship same day and require 5-7 business days for custom embroidery before shipping your entire order.

Expedited Shipping Prices
Standard Shipping: $8 flat rate or Free over $125+
Two Business Days: $17
Next Business Day: Varies based on shipping destination

Expedited Shipping Ordering Deadlines & Arrivals
Order Before 11am ET:
Orders placed over the weekend are usually shipped the next business day. If you need your order to go out the same day you place it, please place your order before 11am ET using an expedited service (excludes Saturday, Sunday and Holidays) and we’ll be sure to do our best to get you your merchandise in time. Orders that include custom embroidery will still require 7-10 business days for custom embroidery before shipping with expedited shipping.

Our two-day and next-day shipping options for eligible items will get it to you faster.

Expedited Shipping Prices
Standard Shipping: $8 flat rate or Free over $125+
Two Business Days: $17
Next Business Day: Varies based on shipping destination

Expedited Shipping Ordering Deadlines & Arrivals
Order Before 11am ET:
Orders placed over the weekend are usually shipped the next business day. If you need your order to go out the same day you place it, please place your order before 11am ET using an expedited service (excludes Saturday, Sunday and Holidays) and we’ll be sure to do our best to get you your merchandise in time.

Please note that orders including NCAA, MLB, U.S. Open, or other custom embroidered products will require 5-7 business days for custom embroidery before shipping your entire order.

Sunday arrives:
Wednesday (Two Business Days)
Tuesday (Next Business Day)

Monday arrives:
Wednesday (Two Business Days)
Tuesday (Next Business Day)

Tuesday arrives:
Thursday (Two Business Days)
Wednesday (Next Business Day)

Wednesday arrives:
Friday (Two Business Days)
Thursday (Next Business Day)

Thursday arrives:
Monday (Two Business Days)
Friday (Next Business Day)

Friday arrives:
Tuesday (Two Business Days)
Monday (Next Business Day)

Saturday arrives:
Wednesday (Two Business Days)
Tuesday (Next Business Day)


EMBROIDERY PRODUCTS

When will my custom embroidered MLB, NCAA, U.S. Open, or other embroidered product arrive?

Please allow 4-6 business days for custom embroidery before shipping your full order. In an effort to reduce packaging waste and CO2 emissions, non-embroidery and embroidered items ship together.

Why doesn’t the NCAA collection include all schools?

We do not have the licensing to create gear for all schools. However, we hope to add new schools throughout the next year so please be sure to check back on our website for when new schools are added.

Do you offer embroidery for custom logos?

Please check out our Custom Corporate Collection here - Custom Corporate.



Customer Service

Our customer service team is available Monday through Friday 6:30am to 5:00pm PST.

We will return your request within 24 hours.

How do I unsubscribe from your email list?

You are responsible for maintaining the accuracy of the information you submit to us, such as your contact information provided as part of registration. If you wish to update, delete or modify your personal data, please make changes to "Account Details" online by clicking "Sign In" or “Hi, NAME” if you’re already signed in. Be sure to "Save" once you've completed your changes or they may not take effect. You may also call or email Customer Service. You may need to provide your exact name and postal or email address so that we may identify you accurately. You may also "unsubscribe" from our email by using the link provided at the bottom of each email. If you ask us to remove you from marketing lists, we will maintain you on a "do not contact" list to ensure that we continue to honor your request. In most cases it takes ten (10) days or less to process your "do not email" request. It may take up to eight (8) weeks to process your "do not mail" request because mailings are planned long in advance. If you purchase online, we will continue to confirm your order and shipment status via email, postal address or telephone. If you change your mind about choices you've previously made, make changes to "My Account" online or contact Customer Service. We will make good faith efforts to make requested changes in our then active databases as soon as reasonably practicable (but we may retain prior information as business records). Please note that it is not always possible to completely remove or delete all of your information from our databases and that residual data may remain on backup media or for other reasons.


INTERNATIONAL SHIPPING

Are you shipping to my country?

Our mantra is to provide as many people as possible access to our products. You will find a list of countries we ship to at checkout.

How much do I pay for shipping?

The cost for shipping your order depends on your address, and the service level you choose for shipping (Express, Standard). Our commitment to you is that we are 100% transparent with the shipping cost. We keep the shipping cost as low as possible and through our logistics partner select the best and most reliable carriers available to ensure your order arrives on time.

What are landed costs?

Duties, taxes (tariffs) and fees are assessed by your local government as a source of revenue for ecommerce purchases. They are similar to taxes you pay upon purchasing a product in a local store within your own country. We fully guaranteed the duties, taxes and import fees presented at checkout. If you pay duties and taxes at checkout your order will be expedited at customs and you will not be charged any additional fees upon delivery.

What shipping service levels do you offer?

We offer both Express and Standard shipping, and at checkout you can choose which one you prefer.

How long will it take for my order to arrive?

The delivery time varies depending on the carrier, the service level and your address. Generally speaking, it takes between 1-5 business days for Express shipments to arrive. And Standard shipments usually take between 6 to 14 business days. Note, these time ranges do not include any delivery delays due to customs clearance.

Why do I pay duties and taxes?

All landed costs (duties, taxes and fees) are collected on imports by your country’s customs authorities. The order value, shipping charges, types of commodities and their value, country of manufacture and trade agreements dictate the import duties, taxes and fees levied by your country. Also note, many countries have minimum threshold below which either no duties and/or taxes apply. In addition, countries apply different methods calculating duties and taxes. For example, some countries levy taxes on the shipping fees, while others don’t. In any case, duties and taxes are mandatory and must be paid either at checkout or upon delivery of your order.

How do I pay duties/taxes?

Generally speaking, you pay duties and taxes at checkout when you place your order. This way you not only see the total cost upfront before placing the order, but you also won’t have to pay again when the parcel is delivered to you. In a few instances, we may ask you to pay duties and taxes upon delivery.

How can I track my order?

We provides you a tracking number and link when your order is being fulfilled which typically happens within 24 – 48 business hours after you place your order (for orders placed over the weekend or during holidays it may take a bit longer). You can track the status of your order through this tracking number and link where updates are posted as your parcel is in transit and delivered to you.

What if my order gets stuck in customs?

First, we want to let you know that most shipments make it through customs without any delays. That said, from time to time customs authorities review a shipment and may ask for additional information before the customs authorities clear the shipment for final delivery. If we need additional information from you to get your shipment cleared by customs, we will reach out to you. Reviews by customs authorities can take as little as a few hours, but occasionally it can take days or even weeks especially of duties and taxes were not paid upfront.

HOLIDAY SHIPPING CUTOFF DATES

To get it for Hanukkah, 12/07

  • Ground: Order by 11/28 before 11 am EST
  • 2Day: Order by 12/04 before 11 am EST
  • NDA: Order by 12/05 before 11 am EST

To get it for Christmas, 12/25

  • Ground: Order by 12/14 before 11 am EST
  • 2Day: Order by 12/18 before 11 am EST
  • NDA: Order by 12/19 before 11 am EST

Custom Embroidery NCAA or MLB Products: Order by 12/08 to receive by 12/25

Missed the deadline? Check out our e-gift cards here.

Expedited shipping cut off times

Our two-day and next-day shipping options for eligible items will get it to you faster.

Expedited Shipping Prices

  • Standard Shipping: $8.00 flat rate 
  • Two Business Days: $17
  • Next Business Day: $28

Expedited Shipping Ordering Deadlines & Arrivals

Order Before 11am ET: Orders placed over the weekend are usually shipped the next business day. If you need your order to go out the same day you place it, please place your order before 11am ET using an expedited service (excludes Saturday, Sunday, and Holidays) and we’ll be sure to do our best to get you your merchandise in time.

Example:

Order Sunday arrives:

  • Wednesday (Two Business Days)
  • Tuesday (Next Business Day)

 Order Monday by 11am EST arrives:

  • Wednesday (Two Business Days)
  • Tuesday (Next Business Day)

Order Tuesdayby 11am EST arrives:

  • Thursday (Two Business Days)
  • Wednesday (Next Business Day)

Track My Order

We will email you as items in your order ship, or if there are updates on the status of your order.

If you have an account, sign into your account here. You’ll see which purchases are on the way and get shipment tracking updates.

Severe weather, natural disasters, and other conditions beyond our control can occasionally disrupt our services, please check your tracking for the most updated information.

Holiday Return Policy & Gift Returns

We want you to be completely happy with your johnnie-O purchase - especially during the holiday season. Orders placed between 10/1/23 and 12/24/23 can be returned through 2/29/24.

We will gladly accept returns of any full price, unworn, unwashed merchandise for a full refund, or exchange within 60 days of purchase with the exception of our extended Holiday Return policy. Please note that any original shipping charges are not eligible for a refund. johnnie-O will not accept any merchandise from third party retailers (unless purchased at a johnnie-O store). Please allow 1-2 weeks for a refund of your purchase.

Returning or exchanging a gift?    

  • You will be asked to verify the order number (in the enclosed packaging) and delivery address zip code. If the gift was not mailed directly to you, please reach out to our customer service team here so we can help locate the order and process the gift return.
  • You will receive store credit when you return a gift, which can be used to place a new order on our site. The gift giver does not receive any notifications around this process.
  • Please make your gift return here.

How do I know if a return/exchange has been received?

You will receive an email once your return has been delivered back to our warehouse, and you will be notified when your card has been refunded or your exchange order has been shipped out.

Gift Cards

Our eGift Cards can be emailed to the recipient within minutes of your purchase or scheduled for delivery on a specific date you choose. The email sent to the recipient includes a link to receive the eGift Card online. When the recipient opens the link, the eGift Card will be displayed along with the recipient's name, your personalized message, the eGift Card number, amount, and instructions on how to redeem the eGift Card.