Customer Service

SHIPPING FAQs

Can I ship to international addresses?

No. JanSport.com currently does not ship orders to international countries.
To find your local warranty policy including where to submit, please change your country selection on the bottom right corner of this website page.

Can I ship to APO/FPO addresses?

No. JanSport.com currently does not ship orders to APO/FPO addresses.

Can I ship my order to someone else or a different address?

Yes, orders can be shipped to a different address than the billing address. After you enter your billing address during checkout, you’ll have the option to enter a new shipping address (different than billing address).

How is the shipping cost determined?

The shipping cost is based on an item’s size, weight, shipping method and delivery address.

How long will my order take to arrive including processing and shipping?

We make the best effort to process orders within one business day. For an estimate of shipping times, please reference the times below:

Shipping Method: Standard Shipping Estimated Arrival: 4-6 business days
Shipping Method: Two-day Shipping* Estimated Arrival: 2 business days
Shipping Method: Overnight* Estimated Arrival: 1 business day
Smart Post – PO Boxes Estimated Arrival: 7-10 business days

Overnight and Two-day delivery will ship the same day on orders placed before noon (PST). Orders placed after this time will ship the following business day. A signature may be required for delivery of some orders. To ensure delivery, a street address is required.

How do I know when my order ships?

When your order ships, you’ll receive an email confirmation with the tracking number(s) and estimated delivery date(s).

How do I track my order?

When an order is shipped, we’ll update your account to show the tracking number(s) for an order, and send you an email with the shipping and tracking information. Using the tracking number(s) provided, you can either click on the tracking numbers itself or enter the tracking number(s) into the chosen carrier’s website (FedEx or USPS) to follow the path of your order from our warehouse to your destination.

Do you have flat rate shipping?

No, JanSport.com does not currently offer flat rate shipping.

PAYMENT FAQs

What methods of payment does jansport.com accept?

We accept Visa, MasterCard, Discover and American Express. Debit cards with a Visa or MasterCard logo are also accepted.

The address I typed is correct, but jansport.com is not accepting it. What should I do?

Does the address you typed match the address on file with the credit card company? If you still encounter a problem after you’ve verified that the address matches, please call our Customer Center at 1-855-818-5966 for further assistance.

What do I do if my promotion code doesn't work?

Verify that you entered the promotion code number exactly as shown, without spaces. If problems persist, please refer to the terms and conditions associated with the promotion code.

Can I use a debit card on jansport.com?

Yes, debit cards with a Visa or MasterCard logo are accepted.

Why does my credit card or debit card show two charges?

Sometimes credit/debit card statements contain two transactions, but this is only a temporary scenario. When a purchase is made, an authorization charge is placed on credit/debit cards which temporarily hold funds on an account. This is not actually a charge on your card. Once the order has been shipped, this authorization becomes an approval and charges your account. The authorization is released at a maximum of 72 hours from the time of order.

For your own protection and security, jansport.com may pre-authorize $1 to verify your billing address and credit/debit card information. Upon successful pre-authorization, we’ll authorize the full amount of your purchase (plus any applicable sales tax and shipping fees). If this $1 pre-authorization fails, jansport.com will not authorize the full amount of your purchase. This $1 pre-authorization will drop off from your account within 2-3 business days (depending on your financial institution). We will collect payment or charge your debit/credit card only when the order is shipped.

How is sales tax calculated?

Taxes that appear on your online order are approximate. The actual taxes charged to your credit card will reflect the applicable state and local sales taxes, and will be calculated when your order is shipped.

YOUR ACCOUNT FAQs

How do I sign in to jansport.com?

If you are a returning customer, click the ‘Sign In’ tab located on the top of the screen, and enter your email address and password. If you are a new customer, click the ‘Sign In’ tab, and create an account by following the instructions provided.

How do I update my account information, including changes to my home/email address?

Sign in to jansport.com, and click the ‘My Account’ tab located at the top of the screen. Once you’re in the My Account section, you will be able to update your payment information.

How do I update my payment information in my account?

Sign in to jansport.com, and click the ‘My Account’ tab located at the top of your screen. Once you’re in the ‘My Account’ section, you will be able to update your payment information.

How do I change my password?

Sign in to jansport.com, and click the ‘My Account’ tab located at the top of the screen. Once you’re in the ‘My Account’ section, you will be able to make any updates, or changes, to your account.

What do I do if my password doesn't work?

In the ‘My Account’ page, click on “I forgot my password”, located underneath the sign in. This will open a new window, where you’ll be asked for your email address. Enter your email, and we’ll send you a new temporary password. Follow the instructions on the email to log in with this temporary password, and how to create a new one.

Pack Fitting & Packing FAQs

How to make sure your pack fits in 4 easy steps

Watch our video below to learn how to get a pack that fits.
Your JanSport pack is engineered for peak performance on the trail and off. Understanding the technology behind the features lets you make the most of your pack. Watch and learn how to adjust the fit of your multi-day pack to your body for optimal comfort.



Torso Length
Measuring your torso is simple, and you’ll probably need some assistance. Using a soft tape measure, measure the length from the seventh vertebrae (creates a bump at the base of your neck) along the curve of your spine to your iliac crest. (the top of your hip bones). JanSport fit ranges are listed by pack. Once you know your torso length select the appropriate pack within your range.

Waist belt
Load the pack with 20-30 lbs. You can use anything to load the pack, water bottles work pretty well . . . just be sure they have water in them. Once you have weight in the pack put it on. Lean forward and tighten the waist belt. Remember your illiac crest? To fit the waist belt properly your illiac crest should be about right in middle of the waist belt. Another way to determine waist belt fit is the waist belt buckle should be about right over your belly button.

Shoulder straps and Load lifter straps
After you have the waist belt snug you’ll want to adjust the shoulder straps and load lifters. Leave the sternum strap loose and tighten your shoulder straps; the easiest way to do this is pull down and back on the webbing at the bottom of the strap. The point where the shoulder strap attaches to the pack should extend no more than 1-2 inches below the top of your shoulder and wrap snugly around your shoulder. When this is snug tighten the load lifter straps. You may need to adjust the load lifters so when you tighten them they pull up and lift the load. Use the slider on top of the shoulder strap to adjust the load lifter. Load lifter straps should be snug. Don’t tighten them so much that they pull the shoulder strap up off your shoulder. The top of the shoulder strap and load lifter strap should create a 45 degree angle when properly adjusted.

Sternum Strap and Waist belt stabilizer straps
The sternum strap should be located in a comfortable position across your chest. Ideally this will be just below your clavical. Again keep this snug, if you over-tighten it could interfere with your breathing. Finally, you’ll want to snug the stabilizer strap on your waist belt. This brings the load in tighter to your back.

Each of these adjustments will be fine tuned further as you hike. You can shift the load from your shoulders to your hips and vice versa. Also, adding and removing layers will require minor adjustments. Adjusting the load as you hike is a great way to stay comfortable.

How do I pack my pack?

Watch our video below to learn how to properly pack and stow everything you need for a multiday hike in a way that balances your equipment and helps you manage the load.



Loading and packing your pack is key to carrying your load comfortably. Learn how to load your pack in four easy steps.

First, fill the bottom of your pack with your lightest gear. This is great place for your sleeping bag, down jacket and/or tent. You can also fill this area with clothes you know you will not need during the day.

Second, the main pack bag should be packed so that heavy items like cook gear and food are in the middle and close to your back, lighter weight items on the outside.

Third, the lightest items and items you’ll need quick access to during the day like rain gear and lunch should be packed last and at the top of the pack. The pack lid is also a great place to store items that are small and need to be accessed quickly. Your goal is to get “everything”in the pack bag. You’ll be more comfortable and your stuff more secure this way.

Finally, once you’ve got everything packed, use the compression straps to compress and snug the load tightly as possible to keep things from moving around while you hike.

Warranty FAQs

What is JanSport’s Warranty Policy?

Guaranteed for Life
JanSport engineers quality, durable, and reliable products. So, if your pack ever breaks down, simply return it to our warranty center. We'll fix it or if we can't we'll replace it or refund it. We stand by our packs for a lifetime and since we've been making packs since 1967, that's a guarantee you can stand by.
To read the complete warranty policy and how to submit your pack, please see the JanSport warranty page

What does “lifetime” mean?

Our products are warranted for your lifetime, for specific guidelines on repair or replacement please read our full warranty policy.

Will my JanSport product be repaired or replaced?

If your JanSport bag is in need of repair, our first option will be to repair the item, free of charge. If the product is not repairable, or if the cost of repairing the item exceeds the cost of a new one, we will replace it. Many of our customers become very attached to their JanSport® pack and do not want us to exercise the option to replace. If your JanSport pack has special memories attached to it that make it irreplaceable to you, please let us know.

How do I send my JanSport pack in for repair?

If you’re having problems with your pack, please send it to us at the following address for inspection and repair:

JanSport

Warranty Department

14450 Doolittle Drive

San Leandro CA 94577

We would prefer that you send the item using a shipping method that will provide you with a tracking number, and require a signature upon delivery. Please make sure that the shipping is prepaid and the package is insured for full replacement value. Please enclose a short note that includes your name, email, phone number, and include a street address or a place where someone will be available to sign for a package, since we return items by FedEx. Please mark the areas in question on the product with colored tape or masking tape, so we can find them easily, and make sure that your note describes their location.

Please send the product in clean. California State law requires that products accepted for repair be clean.

How long does it take my pack to be repaired through warranty?

Our normal turnaround time is about four weeks, usually less. During peak season our turnaround time can stretch to six weeks. This includes the shipping time by ground to you. If this turnaround time becomes a problem for you, tell us. We can sometimes “rush” repairs through for special situations. Just let us know.

Who pays for shipping?

As stated in our warranty policy, the customer pays the shipping charges to send products to the Warranty Department. JanSport will absorb the return shipping charges. If you request that we return your product by UPS Overnight or 2nd Day Air, the additional shipping charges will be billed to you.

Can my product repair be rushed?

In special cases, if you need your repair back before the normal expected turnaround time, we can do a rush repair for you for no additional charge. To request a rush, please send your product to us by way of Federal Express, UPS 2nd Day Air, or some other speedy means. Please write RUSH in big letters on the box. Include a note, asking us to do a rush repair, with your name, address, and phone number. Please explain what the necessary repairs are, and give us the date you need your product back. We will do all we can to see that you have it back in time.

How can I find out the status of my repair order?

You can track your package with your shipper to determine if and when it has been delivered. Once we have received your JanSport pack in the Warranty Department, we will send out a postcard that will let you know the status of your repair. If you have further questions, please call the Warranty Department, at 1-800-426-9227.

Where should I send my JanSport product for repair if I do not live in the United States?

To find your local warranty policy including where to submit, please change your country selection on the bottom right corner of this website page.

What are the warranty hours of operation?

Monday - Friday 7am-4pm (PST) 1-800-426-9227

EMPLOYMENT FAQs

How can I find out about job openings with JanSport®?

To browse through our current job opportunities, check out our Careers section.

OTHER FAQs

How do I request a donation or sponsorship?

JanSport wholly believes that to live globally, one must act locally. Were it not for the efforts of individuals and groups at the local level, our globe would not survive, sustain and thrive.
To that end, JanSport will accept and review philanthropic, environmental and educational endeavors for individuals and groups.
Please write to:

JanSport
Attention: Community Relations
2601 Harbor Bay Parkway
Alameda, CA 94502