Frequently Asked Questions


 

We've compiled a list of Frequently Asked Questions that are commonly asked by our customers. If you can't find your answer, feel free to call us at 1-866-293-0155 or email us at customerservice@jacksonshg.com.

Frequently Asked Questions

How can I get a confirmed e-mail resent?

How can I modify my order?

Why does my order show "Cancelled"?

What information do I use to locate my order status?

Where are your brick & motor locations?

Where can i order parts for my exsisting  products?

How does frieght delivery for large items work?


 

How can I get my order confirmation email re-sent?

If you did not get a confirmation email, please check your spam folder (in Gmail, please check your “Promotions” tab as well). If you can’t find it in your spam folder, you can always access a copy of your order online with our Order Status tool. If you signed up for an account with us, you can always find your order history in the My Account section of the website (plus, you get to take part in the free MyRewards program and other cool features, so you'll want to sign up). If you would prefer an email, please contact us at customerservice@jacksonshg.com to request that your invoice be re-sent to you.

Please note if you purchased through Amazon, Amazon's policies will keep your email address private. If you used Amazon Payments, you may not be able to access your order. If this occurs, simply email us at customerservice@jacksonshg.com so we can send you a link to your order directly.

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How can I modify my order?

The best way to make changes to an order after it is placed is to call us as soon as you can at 1-866-293-0155. We want to process orders quickly so you can receive your order as fast as possible. Our warehouse could begin routing, boxing, and shipping your order within 5-10 minutes of your order being placed. Contacting us via phone right away will ensure we can modify your order before it has been shipped. If you do not reach us, please email us at customerservice@jacksonshg.com or leave a voice mail so that we can return your call as soon as possible.

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Why does my order show “Cancelled”?

An order will be put into cancelled status if there is any problem with your payment. The payment status will also reflect this information. If your order was completed correctly, the order page will notify you that your order was a success and you will get an email confirmation of the order, along with confirmation of payment for the order.

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What information do I use to locate my order status?

You can go to the Order Status option on our site. You will need your order number as well as the zip code and the last name used for the billing information. Your order number was provided at the time you completed your order and is also listed on the confirmation email you received.

Please note if you purchased through Amazon, Amazon's policies will keep your email address private. If you used Amazon Payments, you may not be able to access your order. If this occurs, simply email us at customerservice@jacksonshg.com so we can send you a link to your order directly.

 

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Where are your brick & mortar locations?

At this time, we have one retail store location in Dallas, Texas. We are proud to bring our great products to you in person, but if you happen to live outside of our local area, we offer  our products on our website as well. 

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Where can I order parts for my products?

We carry an assortment of parts, but if you can't find what you are looking for, here are some suggestions:

  • If you purchased from us originally, simply call us and we can usually order manufacturer parts for you if it is out of warranty. If it is under warranty, we can order the part for you, or provide you with manufacturer contact information, along with details on your order and parts that you will need to order directly from them.
  • If you did not purchase the original item with us, we do offer a wide range of aftermarket grill parts to locate the part you need. For other types of items, it is usually best to contact the manufacturer. Feel free to email us or call us for any assistance so that we can help guide you on finding parts or replacing your product.

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How does the freight delivery for large items work?

Standard freight shipping includes free curbside delivery and lift gate service. This complimentary service is designed to expedite the process of unloading your package. After placing your order, the freight company will transport your order to their shipping terminal. Once there, the shipping company will contact you to schedule a time to drop off your delivery. The driver will take your delivery off the truck for you, but it is your responsibility to bring it onto your property. You are required to sign for and inspect the product upon arrival. It is extremely important for you to provide your main contact phone number at the time of checkout so the shipping company can contact you.

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