Substitution Policy

Jahmaxx Substitution Policy

At Jahmaxx, our inventory is received fresh daily and orders are packed and shipped quickly so they reach the facility as fresh as possible. Occasionally an item you ordered is unavailable by the time we shop your order. This policy explains exactly what we do when that happens.

How We Handle an Out-of-Stock Item

We follow the same three steps every time:

We contact you first. We will reach out to let you know the item is unavailable and offer a comparable replacement.
If we do not hear back in time, we substitute. Correctional facilities have fixed delivery windows, and holding your order to wait for a reply can cause it to miss shipping entirely. So if we have not heard from you before your order is scheduled to ship, we will substitute a similar item on your behalf so your package still arrives on schedule.
If there is no suitable replacement, we issue store credit. When no comparable item is available, or no substitute is permitted for that product, we remove the item and issue store credit for it.

What We Substitute With

A substitution will always be:

A comparable item in the same category — a similar cut of meat, a similar fruit, the same product in a different brand or size
Of equal or greater value than the item you ordered
Approved for the facility your package is being sent to
Within the allowable weight and quantity limits for your package

If a replacement would push your package over the facility's allowable weight or item limits, we will not substitute it. We will issue store credit for that item instead, so your package is not refused at the facility.

You Will Never Pay More

If the replacement item costs more than the item you ordered, we absorb the difference. You are never charged extra for a substitution.

If the replacement costs less, we issue store credit for the difference.

How We Notify You

When an item on your order is substituted, we will tell you by:

Email — sent to the address on your order
Phone or WhatsApp — for time-sensitive substitutions, so we can reach you before your order ships
Your packing slip — every substitution is listed on the paperwork that goes out with the package

Please make sure the phone number and email address on your order are correct and current. If we cannot reach you, we will substitute rather than delay your package.

If You Prefer No Substitutions

If you would rather we never substitute on your order, let us know when you place it or contact us right away at sales@jahmaxx.com. We will remove any unavailable item and issue store credit for it instead.

Substitutions and Refunds

Store credit issued for an unavailable or substituted item follows our Refund & Return Policy. Perishable, refrigerated and fresh items remain non-returnable once they have shipped.

A substitution is not, on its own, grounds for a refund of the order. If you believe a substitution was made in error, contact us at sales@jahmaxx.com and our team will review it.

Questions

Email sales@jahmaxx.com or call 718-576-3094 or 718-576-3394.

We appreciate your patience and understanding as we continue working to support families and loved ones in New York State correctional facilities.