Customer Service & FAQs
If you ordered the wrong product, want to update payment or change shipping information, the best idea is to call customer service locally at 204-697-5884 or toll free at 1-866-585-JACK/1-866-585-5225. If you cannot call or if our call centre is closed, please reach us using our CONTACT US page. Please remember to provide us with your order number in all communications.
NOTE: We ship orders VERY quickly, sometimes only minutes after you place it. It may be too late to change your order even if you call or e-mail right after you place your order. If that happens, you can simply return the product for an exchange or refund, minus the shipping fee. Check out the RETURNS POLICY page for further information. We will try our hardest to get your change done! Nothing is more important than our awesome customers.
If Your Order Has Shipped:
We ship orders VERY quickly. If your order has already shipped, then it is too late to cancel the order. You will simply need to return the unopened product for a refund or exchange. Of course, the shipping fee cannot be refunded since we had to pay the shipping company already. Check out the RETURNS POLICY page for further information.
If Your Order Has NOT Shipped:
Credit Cards: Visa, MasterCard & American Express
Interac: Email Money Transfer
PayPal: PayPal can be accepted on some orders. A payment link can be provided by special request.
CREDIT CARD PAYMENTS: Be sure that the billing name and address that you give matches what your credit card company has on file. This is most likely the address that your credit card bill goes to. If it does not match, it may cause delays to your order or may cause your order to be declined. With a credit card payment, you will notice the charge on your bill or statement within 2 business days.
Once you finalize your order and click submit, you will get an order number and a receipt. Your order information will be sent to our offices for processing. If your credit card is declined, the website will immediately notify you of the decline. If you do not believe that your credit card should have been declined we encourage you to contact your credit card company.
Your credit card may be denied for one or more of the following reasons:
- Over Your Spending Limit
- Wrong Card Number Entered
- Name On Card Not Correct
- Billing Address Does Not Match What Your Credit Card Company Has On File
- Internet Charges Are Not Authorized For Your Credit Card Account
- Your New Credit Card Has Not Been Activated
- Blocked For Possible Fraud
- Other: Call Your Bank.
We do not know the reason for the decline since the credit card company does not tell us. Most of the declines are caused by customers entering in the wrong expiration date or name on card! Please take extra care when entering payment information on the site.
Once we have confirmed that you are getting a refund, the refund will be processed within 24 hours! If you paid by credit card, it will take up to 3-5 business days to show up on your credit card account. We work hard to be sure that your refunds get to you as quick as possible!
All prices on our site are shown in Canadian (CAD) dollars. All foreign payments should be made in this currency. If you order by credit card, the credit card company will automatically convert your currency to CAD dollars and pay the appropriate amount.
One of our most important goals with GorillaJack.com has been to make it a 100% secure place to do business. In all of our years of business and THOUSANDS of online orders, we have not even had ONE security problem. No stolen credit cards, no leaked transactions... nothing.
GorillaJack.com is hosted in a virtual (cloud-based) environment with industry-standard security certifications including:
- Level 1 PCI DSS
- ISO 27001
- SOC 2
You can log in to the MY ACCOUNT section of the GorillaJack.com website to get up to the minute information about your order. If your order has shipped you will see the order marked as shipped along with a tracking number.
99% of our customers receive their order within designated shipping delivery times! If you do not receive your order in that time frame, please CONTACT US and we will locate your package. Do not panic! We will find out what happened and get your order to you quick. Our number one goal is making sure all our customers are 100% satisfied!
Very rarely an order is delayed. However at times an order may have been delayed in the post office or there may have been a problem fill
Don't worry, we will take care of this for you in record time! First of all, let's be sure that a mistake was really made. Mistakes do happen, but they are very rare. We have integrated a full computerized system to make sure that orders are filled correctly! We can look up your order in our system and see what items were scanned and what employees scanned and boxed them.
Please check the packing slip included with your order to make sure that all of the items listed have indeed been shipped. If you find that your packing slip does say that your item should have been included with the order that you received, then you should contact us so we can ship it out to you right away! We feel terrible when this happens and we understand your frustration. We will make sure to immediately ship out your missing item, at no charge to you, of course. Please CONTACT US
Don't worry, we will take care of this for you in record time! If you received the wrong product, flavor, size or color, simply CONTACT US Give us your name, order number and the item that was not correct and what item you should have received. We will check into this immediately, arrange for the missing product to be returned to us, and send out the correct product right away! You will receive the correct one before you know it.
If your FULL Order Is Backordered: We will notify you by e-mail within 24 hours letting you know the item is on backorder, and then we will e-mail you to let you know when the order ships. If your item is on backorder, you can choose to change the item or cancel the order at any time.
If PART Of Order Is Backordered: If you ordered more than one item and one of the items is temporarily backordered we will immediately notify you by email with options on how you would like us to handle your order. If we know the backordered item will be in stock within only a day or two, we may hold the full order until everything is in stock. You can also tell us to change the item or cancel it.
We make every effort to package the item the best we can so that it will be in perfect condition when it arrives at your door. Unfortunately, in rare cases an item may be damaged during shipment. We understand your frustration and we will do everything we can to replace the product as quickly as possible!
Yes! We understand how your circumstances may change or you may change your mind. As long as you return the item(s) within 90 days, unopened, and still in saleable condition, we can give you a full refund for the product(s) or exchange the item for something different. Of course, we can not refund your shipping or return shipping fees. For further details, please read our RETURN POLICY page or CONTACT US
If you have already opened, used, or partially used a product that you received from us, in some cases we may be able to give you an in store credit towards new items. You will need to CONTACT US to determine if we can take the product back. All of these types of inquiries are done on a case by case basis. We cannot refund you for opened products - exchanges or store/credit only.
Before you can return an opened product, you will need to CONTACT US. Please provide us with more details about the situation. You may be asked to to return the supplement back to us. We will provide you with return instructions. Once the product returns to we will give you an in store credit minus the shipping or return shipping fees. We can not accept returns or exchanges on the items that you receive resulting from this return of an opened bottle.
Sometimes a product may not agree with your stomach or you may have a negative reaction. Luckily, this is extremely rare and if it does happen, it is not anything major. We will gladly give you an in-store credit or exchange for an opened item that you feel caused you discomfort. We ask that you CONTACT US immediately. Please provide details of what you are experiencing. We may ask for a photo of the label and/or the LOT Number & Expiry Date that is printed on the bottle. For more information on how to handle this return please consult our RETURN POLICY page or CONTACT US
It depends on the reason for the return and the amount of time that it takes you to return it. If the item is not opened, you can return it within 90 days and there will be no re-stocking fee. If the item is opened and you received a RMA (Return Merchandise Authoriazation) you can return it for an exchange or in-store credit within 90 days with no re-stocking fees. If you return your item after these dates, you will be charged a small 25% re-stocking fee. We can not accept returns from orders that were placed over 90 days ago.