Orders Help
Click here to to check the status of your order from JTV. You will be asked to provide your order number and phone number.
How Do I Place an Order?
The instructions below are your step-by-step guide for placing an order:
1. Choose a Product
Choose a desired quantity of items you would like to purchase. For certain products, sizing, appraisal and/or warranty may be available.
2. Add to Cart
Now that you have chosen what you want to purchase, select Add to Cart and the product(s) will be placed in your Cart. You can view the item(s) in your cart by selecting “View Your Cart” or begin the checkout process by selecting Checkout.
3. Shopping Cart
You can change the quantity of your item(s), choose a shipping method, or enter a promotion code. If you decide you aren’t ready to purchase just yet, click the “Save for Later” link to move the item(s) from your Shopping Bag to Shopping List. This will save your desired items as a reminder if you would like to purchase them later. Once you have made adjustments, select Update, and the Shopping Bag will reflect your changes.
4. Sign In
When checking out, you will be asked to Sign In using your E-mail address and password. If you are a new customer, you may select Create an Account and become a registered member. You may also select Continue as a Guest and make a purchase without registering. If already logged in, selecting Checkout will take you to the address information page where you will continue the order process.
5. Shipping Address Information
Add a shipping address or, for registered customers, select an address you already have on file. Once you complete the shipping address information, you may select the check box below the information to make your billing address the same as your shipping address. You also have the opportunity to “ship to multiple addresses” by clicking the multiple addresses link and filling in your information where necessary.
6. Payment Information
When you are ready to purchase your items, you must select your method of payment and enter your billing address. For registered customers, you may select a payment method and billing address already on file or create a new one. You will also need to add your Phone and Email information. You may enter any promo codes in the box under “Have a promotion code?” and then select Apply Code.
7. Order Review
Check your order information to make sure that everything is correct. To make any changes, select edit in the appropriate section. Save all changes. After you've made sure everything looks correct, select Place Order.
8. Receipt
Print a copy of your order receipt for your records. JTV will also send you an E-mail confirmation of your order. Thank you for your purchase!
What is Quick Buy?
Logged in customers selecting Quick Buy from the Shopping Bag will be taken directly to the Order Review page. From here, follow steps 7 and 8 above to place an Order.
Do I Need a Different Account to Order Online?
No. You simply need to register on the JTV website. If desired, you may have separate accounts in the system. However, each account must be registered with a different email address.
What If I Forget my Password?
You can select "My Account" at the top of the page. Then click on the “Forgot Your Password” link located below the password field to reset your password. After selecting "Submit", JTV will send you an email with instructions to reset your password.
What Are Your Payment Options?
JTV currently accepts Visa, MasterCard, Discover, American Express (and the debit cards backed by any of the previously mentioned companies), the JTV Gift Card as well as PayPal and our own private-label retail credit card, JTV® Preferred Account.
For What States Do We Collect Sales Tax?
We collect sales tax for purchases shipped into Alabama, Arkansas, Arizona, California, Colorado, Connecticut, District of Columbia (D.C.), Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Nebraska, Nevada, New Mexico, New York, North Carolina, North Dakota, New Jersey, Ohio, Oklahoma, Pennsylvania, Puerto Rico, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin and Wyoming.
How Can I Check the Status of My Order?
Select Order Status at top of page to be taken to the Order Status page. To verify your identity in order to gain access to your order status you can enter your Order ID and the phone number used to place your last order. Click the 'View Order Status' button and JTV will provide you with the latest update on your order. Registered users can access more detailed information about their order status by clicking on "order".
Why is My Order on “Hold”?
An order is placed on hold when we do not have the correct billing address for the credit card you provided. This situation can be resolved by contacting Consumer Protection at (800) 931-7001. Please give them the address where you receive your statement. Once this is resolved, your order will be released for processing. Also all E-check orders have a seven day hold period.
Why is My Order on “Unable to Authorize”?
An order is placed on “UA” status when we are unable to obtain authorization from your credit card provider. For assistance, please contact our Consumer Protection department at (800) 931-7001. Once the authorization is obtained, your order will be released for processing.
What is “Waiting to Ship”?
The “Waiting to Ship” status indicates that your order is being packaged and prepared for shipping. An order cannot be cancelled once it has reached this stage.
How/When Will My Order Ship?
Credit Card, PayPal, and JTV® Preferred Account Orders may take up to 14 business days for shipment. Bank draft (broadcast only), or eCheck orders (broadcast only) may take up to three to four weeks for shipment.
Standard shipping for all packages will be through various methods. JTV will only ship packages via expedited carrier when a customer asks to expedite their shipping for an additional fee. The shipping chart can be viewed in the Shipping section of the Help page.
Why Haven’t I Received My Order?
If you have still not received your item 10 days past the ship date, please contact the Customer Experience Team at (800) 550-8393. They will investigate and begin the claim process for you.
When you receive the claim form, please sign it and return it to us. The claim form is a legal, binding document used for our investigation purposes. We will begin processing your refund once we receive this form.
Can I Cancel an Order via Email?
The Customer Experience Team can cancel your order as long as the order is still being processed. To check the status of your order, see How can I check the status of my order? Once your status reaches waiting to ship, you can no longer cancel the order. To cancel, please provide the specific order number for your item. *To locate this number simply revisit the email confirmation you received after placing the order. If your order contains multiple items, please provide both the order number and the specific item number of the product you wish to cancel. You may email a cancellation request with the number(s) to the Customer Experience Team at CustomerCare@jtv.com.
Note: There is a 24-hour turn around time for cancellations made via email.
How Do I Apply a Coupon to My Order?
After you have added an item to your cart (see How do I place an order?), and have proceeded from the Checkout screen to the Payment Information page, you should see a box labeled, “have a promotion code?” directly under your payment options. If you have a coupon or discount, you may apply it by entering your code and clicking “Apply Code.” Your subtotal will be adjusted accordingly. After applying any applicable discounts, click “Continue Checkout” to proceed with your order.
Note: JTV.com coupons cannot be combined with any other offers. Limit one coupon per order.
Why Am I Unable to Add Items to My Cart?
If you are having trouble signing in or adding items to your shopping cart, please check that your web browser's cookies are enabled. Enabling your cookies will insure the ability to log in with your saved account information and place an order. If your browser's cookies are disabled, you will be unable to reach your account or purchase products from JTV.com. To find out more about enabling and disabling cookies, consult your browser's help site.