FAQ

  • How and when do you charge my credit/debit card?

    We use an online real-time credit card processing company to process your orders. When you submit your credit card number on our secure server, it is verified by Authorize.net and if approved, an authorization is placed on your credit card for the amount of your order. The money is then transferred to our account only when we process your order, completing the transaction. If you are declined, no authorizations are placed on your card. Your billing address must match the address given by your card-issuing bank. This helps protect both of us from fraud and identity theft. If you provide an address that does not match, your order cannot be processed.

    Use caution when using a debit card because anytime an order is resubmitted, another authorization is placed on your card. We only capture the funds one time, but you will see each authorization on your checking account until they expire (that is controlled by your bank).

  • Why do I receive an error message or why was my online order declined?

    Please make sure the billing address you entered matches the address given by your card-issuing bank. This helps both of us from fraud and identity theft. If you provide an address that does not match, your order cannot be processed.

    Also, please be sure your credit or debit card has credit/funds available.

    Note: use caution when using a debit card. Anytime an order is submitted another authorization is placed on your card. We only capture the funds one time, but you will see each authorization on your checking account until they expire (that is controlled by your bank).

    If you are still having difficulty, please contact a JHPUSA sales representative so we may assist you further - 626.287.5000

  • My order was declined but you charged me!

    If your transaction was not approved for any reason, your account may appear to have been debited even though it was not. This is due to the way the banking transaction occurs. When you order using a credit or debit card, the system first checks for availability of funds. If the funds are available, the system will automatically reserve those funds to secure the order. At this point, the system will verify the remaining information, such as billing address, card code, etc. If the transaction fails at any of these points, your bank will decline the transaction. However, since the account funds were reserved at the beginning of the transaction, it may take anywhere from 3-5 days for your bank to record the declined transaction and drop the authorization. JHPUSA does not get credited for any order that is declined. The temporary appearance of a debit is simply a reflection of the time it takes your bank to recognize and record the cancelled purchase and release the pre-reserved funds. If this occurs, please check your account in a few days, maybe sooner, depending on your bank, and you will notice that those funds were never in fact withdrawn from your account.

  • Why didn't I receive an email confirmation or tracking number for my order?

    The email address you've provided with your order may have been misspelled, or invalid. You also may need to add info@jhpusa.com to your accepted and non-spam email list. Please verify that your firewall or spam filter will allow correspondence from info@jhpusa.com.

  • Can I track my online order?

    Yes, for orders shipped via FEDEX, UPS or USPS.
    1. Click on "order status" link (top of page), sign in using your email address and password.
    2. Click "order status" then click on the real-time tracking number you wish to track.

    Please note: Allow 24-48 hours for the tracking number to become "active" once the package has been received by shipping courier. Please email info@jhpusa.com if your order has shipped and a tracking number is not shown.

  • How can I place an international order(s) and get an shipping quote?

    Please email info@jhpusa.com or call 1.626.287.5000 with the item(s) you would like to order and your delivery address. Payments will be accepted in U.S. currency only.

  • What type of payments does JHPUSA accept for International orders?

    Either a bank wire transfer or PayPal. PayPal payments must be listed as a Seller Protection Policy 'Eligible' on the transaction details page and must be a confirmed address.

    Payments will be accepted in U.S. currency only.

  • How do you ship merchandise and when can I expect my order?

    We do our best to estimate when items will be shipped from our facility. Estimated shipping dates are based on several factors, including your destination address and how quickly we can obtain and assemble items for shipment.
    1. By the delivery service you choose
    2. The weight, size, and dimensions of your item(s)
    3. Your shipping preferences
    4. Orders are normally shipped via FEDEX, UPS or USPS

    Estimated delivery time:
    • 1-3 business days (M-F) for order processing
    • 1-7 days transit time for US Continental shipments
    • 5-30 days transit time for International shipments

  • How do I obtain a tracking number for my order?

    A tracking number will be sent to your email address once your order has been shipped. If a tracking number is not received within 48 hours, please email info@jhpusa.com or call 626.287.5000 and we will track your package for you.

  • Why can't JHPUSA show the price on certain items?

    Certain manufacturers have requested that retailers not display their selling price if it drops below a certain price. JHPUSA does our best to respect and follow manufacturer's "minimum advertised price" (MAP) but when the policy is not enforced equally we have to take extra steps to make sure that we are giving our customers the best possible price. Because the price on the item is lower than the manufacturer's MAP, we are not allowed to show you our price until you place the item in your shopping cart.

    Adding the item won't require you to purchase the product. You may remove it from your cart if you decide not to buy it.

  • What happens if my item(s) are on back order or oversold?

    Once in a while, the demand for certain items may overwhelm the manufacturer's ability to keep us supplied with adequate stock. We will inform you by email or by phone if any items become back ordered or oversold. JHPUSA will make every effort to reference the part with the manufacturer and update you once we know a confirmed date on when the item is expected to arrive, and we will send you a tracking number when it ships. Back order items will not process unless you have been notified.

  • Can I purchase and pickup up products in store?

    Yes! Walk-in customers are always welcome!

  • Can I return or exchange my purchased item(s)?

    We realize that returns and exchanges are a part of purchasing process and we do our best to make it as painless as possible. Before you contact us about your return or exchange, please ask yourself the following questions:
    1. Am I returning the product in the same exact condition that I received it?
    2. Is the product unopened and in brand new condition?
    3. Did I receive the product within the past 14 days?

    If you are able to answer yes to all of those questions then please continue, if not then we will not be able to process your return or exchange. (special order items cannot be returned or exchanged)
    • Please contact JHPUSA to obtain a valid Return Authorization Number (RMA) number.
    • Upon RMA approval by JHPUSA, there will be a 25% restocking fee on all priced items.
    • Special order items are not refundable.
    • All used engines, used parts, clearance items, and discontinued items are sold AS-IS.
    • Shipping charges are not refundable.

  • You sent me the wrong part, how do I get correct item?

    Mistakes can happen no matter how hard we try. If you did get the wrong part, please contact JHPUSA and we will get it corrected as fast as possible.

  • What are your store hours?

    We are open Monday-Friday from 9am to 6pm Pacific Standard Time.

    We are closed weekends and holidays.

  • What is your mailing address/store location?

    JHPUSA.COM
    5057 Walnut Grove Ave.
    San Gabriel, CA 91776

    Driving directions can also be found here (http://www.jhpusa.com/store/pc/viewContent.asp?idpage=12)

  • Do I need to pay sales tax on my items?

    Sales tax is applied to California residents only (9%). Wholesale accounts are excluded from sales tax.*

  • What if I need to make changes or cancel my online order?

    JHPUSA.COM processes your order electronically, therefore, your order may be processed when you 'complete purchase'. We will make every effort to stop your order. Please contact us immediately at info@jhpusa.com if you wish change or cancel your order. Phone calls will not be accepted for cancellations.
    Please note:
    • All cancellation orders will be assessed a 8% cancellation fee.
    • Special order items cannot be canceled.
    • Orders cannot be canceled or changed if the merchandise has been shipped.

  • How do I add funds and check the balance on my JHPUSA Gift Card?

    1. You can access the JHP Gift Card section by clicking on the Gift Card links provided at the bottom of the JHPUSA website. Here you can check on your JHP Gift Card balance by entering your gift card number in the provided field w/PIN number.

    2. You can also add/re-new funds to your gift card.


  • What if I am not satisfied with JHPUSA's customer service?

    We want you to be happy and completely satisfied! If you find that you are not satisfied with our customer service, please write about your experience by using JHPUSA feedback forum (http://www.jhpusa.com/store/pc/feedback.asp)

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