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Customer Service Overview

Shipping & Delivery

Jade Rope (USA) sells internationally, but we recommend international users outside of the US purchase from one of our sister sites. There are currently four to choose from and selecting a store closer to your location may assist in reducing shipping costs.
Naturally, if the US Jade Rope site is your prefered store to purchase from we are equipped to ship to most countries. 
UK users can read more on shipping & Delivery here.

Privacy & Security

On our ecommerce server we only have the information that you provide for making orders, i.e. name, address and contact information. This limited set of information and your orders are available for you to view and update from the 'account dashboard' should you become a registered user.
We do not keep credit card numbers on the system. Should you make a purchase with a credit card this information will be passed to a third party gateway with only the result of that transaction being 'known as successful or declined' by our server.
Read more about our commitment to privacy here.

Returns & Replacements conforms to the Distance Selling Regulations, which are designed to protect you when buying items online or by mail order. We offer a flexible returns policy which is outlined in detail on our Returns page.


For questions relating to orders you have already placed, or how to place an order, please visit out FAQ's section.

Payment, Pricing & Promotions

We do run a limited amount of newsletters and sales promotions. This is from a separate mailing programme that from time to time can end up with surplus entries, i.e. old email addresses and email addresses from customers that no longer wish to receive product information. If you are receiving emails from us in error please follow the information provided on the mailout to get yourself removed from our system. If, for some reason, we continue to send you unwanted mailouts, then please contact us and let us know - we do try to keep our systems working properly and need to know if our unsubscribe options are not working properly.

Viewing Orders

If you have joined as a member you can login to view your orders anytime. This allows you to check the status of your order, and obtain tracking numbers for your purchase.

Updating Account Information

You can control all the details we have record. Simply login to the account you created and choose the section of your member profile you wish to update.