Refund policy

For questions about your order, contact SFJAZZ Store Customer Service at SHOP@SFJAZZ.ORG. 
Customer service hours are Monday–Thursday, 9:00am–5:00pm PST. 
Please allow up to 24 business hours (Monday–Thursday) for a response. 

Return and exchange policy 

  • SFJAZZ Store offers exchanges only on eligible merchandise purchased at full retail price. 

  • All discounted items, clearance items, and limited collaborations are final sale and are not eligible for exchange or refund. 

  • For items purchased at full retail price, exchange requests must be initiated within 10 days of receipt of shipment. All exchanges are subject to available inventory at the time the return is processed. 

To cancel or change an order, email SHOP@SFJAZZ.ORG within 12 hours of placing the order. 

SFJAZZ does not issue credits or refunds for any difference in price on items purchased before the start of a sale or promotion. Orders placed at full retail price may be eligible for exchange (subject to this policy), while items purchased at a sale price are considered final sale. Orders shipped before the start of any sale or promotion may not be exchanged for items at their discounted price. 

For any problems or concerns with merchandise (such as defects or incorrect items), you must notify SHOP@SFJAZZ.ORG within 2 days of receiving your shipment. 

To be eligible for exchange, items must: 

  • Be in original, as‑new condition 

  • Include original packaging and tags 

  • Be accompanied by the original printed or digital receipt 

Domestic customers are responsible for the cost of shipping items back to SFJAZZ for exchange. International customers are responsible for the cost of shipping items back to SFJAZZ for exchange, as well as the cost of shipping the exchanged item back to their country. 

Any order returned to SFJAZZ as “Return to Sender” (RTS) due to failure to deliver/receive/collect from the carrier or facility may be subject to an RTS fee (e.g., $15) to cover reshipment costs. Customers receive tracking details upon dispatch and are responsible for monitoring tracking for delivery exceptions. If a package is returned to SFJAZZ, a customer service representative will contact you to confirm the delivery address, and the RTS fee must be paid using the original payment method before the order is reshipped. 

Any order returned to SFJAZZ as a policy dispute or order refusal may be subject to a forced refund. In such cases, customers may be refunded the order subtotal (excluding original shipping costs) and a restocking fee per item (for example, $4–$8 per item) may be applied. 

Delivery 

Expedited shipping methods apply only to transit time and do not include order processing time. 

You will receive an email confirmation when your order has been received, and another email when your order has shipped. Purchased items are typically shipped within 3–10 business days of the order date. Please allow up to 3 weeks for delivery. If you have not received your purchase after 3 weeks, contact SHOP@SFJAZZ.ORG. 

Taxes, shipping, and handling 

  • All U.S. orders ship via common carriers such as UPS, USPS, or FedEx. 

  • All international orders ship via carriers such as UPS, FedEx, or DHL. Carriers are selected based on the most efficient delivery method. 

If you do not wish to have your package left unattended, please request a shipping option that includes a signature requirement. SFJAZZ is not responsible for lost or stolen packages once they have been marked as delivered by the carrier. If your package is lost, contact SHOP@SFJAZZ.ORG and a claim can be filed with the carrier on your behalf. 

International customers are responsible for any customs duties, import taxes, and/or brokerage fees in addition to shipping costs assessed at checkout. 

All California shipments are subject to sales tax as required by the State of California and the destination county. For questions about shipping, taxes, or handling, please contact SHOP@SFJAZZ.ORG.