The Jack Daniel's Store | FAQ
IMPORTANT NOTICE:  We are currently experiencing a service disruption. We apologize for inconvenience this may cause
FAQ
  • FINDING ITEMS

  • How do I find the items I'm looking for?

    You can browse through the site or use the search option. The search option is located at the top of every page of our online catalog. When you find an item that interests you, click the name of the item to see its detail page.

  • There's a Jack Daniel's item I want that you don't have listed here. Where can I find it?

    We're constantly working to make more items available for purchase through www.JackDaniels-Store.com. Some Jack Daniel's items you may have seen were produced for promotional purposes only and are not available for purchase.

    The Lynchburg Hardware & General Store often carries additional Jack Daniel's merchandise that is not available from our online store. If there's an item you're interested in that is not available here, give the folks at the Hardware Store a call at their toll-free number, 1-888-325-JACK (5225), and they'll be happy to let you know if they carry the item you are seeking. However, they will not be able to answer questions about your online order. If you have a question about your online order, please call 1-888-325-JACK (5225).

    You can always contact us at [email protected] with any product requests or with ideas for new items for the online store.

  • What if I want an item, but it is on backorder?

    We strive to maintain adequate stock levels. However, occasionally we may run out of or run low on a particular item. Inventory quantities for each item are shown on the detailed item description pages. You may proceed with your order even if we don't have enough on hand to fulfill your order right away. We automatically ship backordered items as soon as the last item becomes available.

  • PLACING ORDERS

  • How do I place an order?

    Placing an order with us is fast and easy! Once you've found the items you would like to purchase, simply click on the Add to Cart button then the Purchase button within the basket page. Next follow the instructions on each page.

  • How will I receive order confirmation?

    After completing the purchasing process, you will see a confirmation page with your order number. Please print this page for your records. We will confirm your order via email. To check to status of your order at anytime, login to the site and then click on Order History link within the My Account page.

  • What if I have a problem while placing an order?

    Although most online orders go very smoothly, occasionally you may experience some bumps in the road. If you are not sure about what to do next to complete your order, try beginning at your shopping basket by clicking on Basket from the top toolbar menu. In most cases, you'll get back on track and easily complete your order. If you continue to have trouble with your order, please contact the Summit Group Customer Service team at 1-888-325-JACK (5225) (7:30am to 6:30pm CST, Monday - Friday) or via e-mail at [email protected].

  • What if I am interested in a custom quote for a particular item?

    Please refer to the "Custom Quote" link on the top navigation bar on the website. Fill out as much information as you can and a team representative will contact you promptly to discuss your project.

  • How do I place a rush order if I need my items prior to an event?

    If there is a specific in hands date for your order or you need it to be rushed to you as soon as possible, please call Customer Care Team at 1-888-325-JACK (5225) (7:30am to 6:30pm CST, Monday - Friday) to discuss your project.

  • How long is production for drop-ship items?

    The production time for drop-ship items is 7-12 business days.

  • BILLING INFORMATION

  • Will I be charged Sales Tax?

    Please click HERE to see a current list of states requiring sales tax.

  • What forms of payment do you accept?

    We accept American Express, Discover, MasterCard, and Visa.

  • When is my credit card charged after I've placed a backorder?

    Your credit card is charged when all backordered items become available and the entire backorder is shipped. We will not charge your credit card until the entire order - including both in-stock and backordered items is complete. The backordered portion will be shipped at no additional charge when the last item becomes available.

  • Why am I being asked to re-enter my credit card information?

    As part of our continuing efforts to protect your sensitive payment information, we follow various industry standard guidelines. As part of these guidelines, the system will require you to periodically re-enter your credit card number in order to maintain the highest levels of end-to-end protection for your transactions.

  • SHIPPING INFORMATION

  • What is Best Value Shipping?

    Best Value Service-Utilizes the reliable strength of the UPS network in conjunction with "last mile" delivery services provided by the US Postal Service, transit times are comparable to First Class Mail plus one day.

  • What number do I use to track my order, shipping via "Best Value"?

    Your order confirmation will say "UPS" number, you can click on that number and track the package to your local post office. You can use Package ID, Tracking number, or Delivery Confirmation Number. Tracking of your purchase is available at www.ups.com. Note: The package should arrive at final destination within 1 business day after being received at the local USPS location.

  • When and how does my order ship?

    We ship exclusively with UPS and offer a variety of shipping options.

  • When will my merchandise ship?

    If merchandise is in stock at our warehouse, your order will ship within 48 hrs.
    If merchandise is shipped from an off-site warehouse or is a drop-ship item, please allow 3-4 weeks for shipment.
    If merchandise is on backorder, it should show an expected delivery date on-line. This is the date the item is expected to be in stock in the warehouse. Your order should ship within 24 hours of that date. If a date is not shown, or you need the product for an event, please call your Summit Group Sales Support Representatives at 1-888-325-JACK (5225) (7:30am to 6:30pm CST, Monday - Friday).

  • How can I track my orders?

    Once you have purchased your items you will receive an e-mail confirmation of your order containing your order tracking number(s). To track your order you can click on the provided tracking information link at the bottom of your receipt page, call UPS at 800-742-5877 or track your orders online at www.ups.com.

  • What if I need to ship an order to an international address?

    We do not ship outside the Continental United States and Canada. We apologize for any inconvenience this may cause.

    You may be charged for additional freight, customs, duties and taxes for items purchased from the Jack Daniel’s store and shipping to Canada because:

    • Duties and taxes are not included in the price of the goods you purchase online, and might not be included in the overall shipping costs shown at checkout.

    • When purchasing goods from the Jack Daniel’s store, some or all of these goods may not originate in the country you reside in, therefore are subject to a customs duty, which is a tariff or tax imposed on goods when transported across international borders.

    • When goods are not shipped domestically (within your country), you are liable to pay any inbound duties and taxes which your local customs authority deems appropriate.

    • To ensure the Jack Daniel’s Store can deliver your goods in the shortest possible time after receiving your order, we pay the customs authority on your behalf for any duties and taxes that are due on the goods.

    • We then issue a final invoice (often after the product is delivered) and your credit card is charged for the applicable duties and taxes.

    What is payable, if anything, depends on where the goods are sent from, the type of goods, their transactional value and the weight of the package.

  • RETURNS AND EXCHANGES

  • What is your return policy?

    Should it become necessary to return any product, call Customer Care at toll-free # 877-847-8717 between 7:30am - 6:30pm CST, Monday - Friday or email [email protected] to obtain a Return Authorization number (RA#). Unauthorized returns without an RA # will not be accepted. All returned product must be complete and include all components of the item being returned, such as cables, adapters, etc.

    If you wish to return an item for reasons other than damage, defective, or incorrect item contact Customer Care within 30 days of receipt of the product to initiate such a return or exchange. No returns or exchanges may be made after 30 days. Please note that all returns and exchanges for product that is not damaged or defective may be subject to a 15% restocking fee. Worn apparel items and any customized product shipped directly from the manufacturer are not eligible for return.

  • Shipping Damage

    Inspect all packages immediately upon receipt. You may refuse delivery of a damaged package. All damages, shortages or errors must be reported to Customer Care within one week of receipt of the package. Please have the order number ready when you call so that Summit Group's Customer Care representative may file a damage claim with the carrier. Once the carrier has confirmed the damaged shipment, a replacement unit will be shipped at no expense to you.

  • Defective or Incorrect Product

    Summit Group will replace defective or incorrect product if such product is reported to the Customer Care department within 30 days of receipt. After 30 days, contact the manufacturer and utilize the manufacturer's warranty that accompanied the product. Request a proof of purchase from Customer Care before contacting the manufacturer.

    For product being returned within 30 days of receipt, if it shipped from Summit's warehouse, Customer Care will provide a Return Authorization number and have UPS issue a pre-paid call tag for return of the unit to Summit's warehouse. Return the product to Summit within 10 business days of receipt of the call tag and include all product components. Be sure to include the Return Authorization number on the outside of the return packaging. A replacement unit will be shipped at no expense to you once the defective or incorrect product has been received and inspected at Summit's warehouse. For product shipped direct from a supplier's facility, Customer Care will coordinate with the supplier to have the unit in question picked up from the customer. Once the supplier has received and inspected the returned product, a replacement unit will be shipped at no expense to you directly from the supplier. All components of the product must be returned.

  • Exchanges

    If you wish to return or exchange an item for reasons other than damage, defective, or incorrect item contact Customer Care within 30 days of receipt of the product to initiate such a return or exchange. No returns or exchanges may be made after 30 days.

    Customer Care will provide you with a Return Authorization number that should be included on the outside of the return packaging. To be eligible for credit or exchange, the product must be unused, in original packing materials, and include all components. Apparel that has been worn is not eligible for return. Merchandise not in conformity with these requirements will be subject to a reduced credit up to the full value of the product. Return the unwanted product to Summit within 10 business days of receipt of the Return Authorization number. It is your responsibility to pay for any shipping costs associated with the return. Retain the receipt from the carrier for your records.

    Please note that all returns and exchanges for product that is not damaged or defective may be subject to a 15% restocking fee. Worn apparel items and any customized product shipped directly from the manufacturer are not eligible for return.

    For product shipped from Summit Group's warehouse, credit will be issued once the unit has been received and inspected. For items being returned to a supplier, credit will be issued once the supplier has received and inspected the product being returned.

  • Refused Shipments

    If you choose to refuse a shipment for any reason other than shipping damage, you will be responsible for all shipping charges and a restocking charge of 15% may be deducted from any credit issued.


  • Please click HERE to see a current list of states requiring sales tax.