9580 Boul. de l’Acadie Montréal,
Quebec, H4N 1L8

We’re open Monday – Friday, 11 a.m. – 7:00 p.m. EST. Saturday 11 a.m. – 5:00 p.m. EST, Sunday Closed

Frequently Asked Questions

Please read our FAQ before sending us a message.

How do I change or cancel my order?

We know how important your order is, so we aim to fulfill orders as quickly as possible! While we cannot cancel or change an order once it has been placed, you are welcome to return your items in accordance with our Privacy Policy once your order has been delivered to you. 

My order was confirmed, but I just got an email that states I received a refund. What does this mean?

One or more of your items may have sold out since your order was processed. But don’t worry, #JocacyBabe! The rest of your order is on its way and you have been refunded for the cost of the out of stock item(s) minus any applicable discount codes used on the order.

Note: Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account.

Oops! I was so excited to place my order that I forgot to use my code.

Regrettably, orders that have already been placed cannot be changed and discounts cannot be added after a purchase has finalized. Instead, please use your code on your next purchase!

My purchase is over $95... why hasn’t the shipping charge been waived?

Free shipping for orders over $95 (subtotal) applies to U.S. Domestic, and Canada shipments (when using standard delivery)

When available: Expedited shipping (i.e., Overnight) for all locations will be charged at the advertised rate shown when your order is placed, regardless of the total amount of the order.

Helpful Hint: Take your promotion code into consideration when calculating your total.

What if my credit card is declined?

If your payment does not successfully process or if it is declined when trying to complete your purchase, you will have an opportunity to enter a new card number or alternative form of payment prior to completing your purchase.

What are the final sale items?

All items on sale can not be returned for store credit.

What is your return policy?

If you are unhappy with your purchase or would like to return your items, please send your item(s) back to our Distribution and you can get a store credit or exchange the item in our store with any other style or size. “we don’t accept refunds” Center in accordance with the following Return Policy:

  • Items must be sent back within 30 days of the delivery date.
  • Items must be unworn, unwashed, and have original tags attached.
  • Items must be free of stains, makeup, deodorant, or wear.
  • Bodysuits are non-returnable.
  • Jocacy reserves the right to apply a 50% restocking fee for Final Sale or sale items.
  • Returns are processed within 5-7 business days after your item(s) are received at our Distribution Center.
  • Jocacy does not provide pre-paid return labels; you will be responsible for covering the shipping costs to return.
  • Damaged, defective, or incorrect items must be reported within 2 days of delivery. (Note: If such items are not reported in a timely fashion, we will not issue store credit. Please email eboutique@jocacy.com for assistance.)
  • Return packages must include a completed return request form or original packing slip to ensure processing. •Return drop-offs are not accepted at our Distribution Center or corporate office.

Additional notes: The return processing time-frame does not include the time needed for your return package to deliver to our facility. Depending on the shipping method and carrier selected, your return package may take several days to reach us. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit. Without proof of receipt and delivery, Jocacy will not issue store credit for your returns.

Send us an email

We’re here to help! Please submit your inquiry to our Online Customer Support Team, we will review and respond to your email as soon as possible.

Please note: always reference your Order Number when contacting customer support.

Alternatively, you can contact us directly: eboutique@jocacy.com