Frequently Asked Questions
Did you change the brand name?
Yes! And we're proud of our new name.
Rocka Shades is now known as Jay Specs Eyewear.
This means big changes to our brand. Since we are not only focused on "Shades" (sunglasses) anymore, we felt like we needed a new name. And good news are coming your way :)
Where are you based?
We are based in the heart of Vancouver, Canada. And we ship our goods directly from our manufacturing facility in Asia.
If I need to contact your customer service, how long will it take them to respond?
Our contact is hello@jayspecs.com, expect a response within 24 working hours from our representatives.
SHIPPING & ORDERING
Which countries does Jay Specs ship to?
We provide Free Worldwide Shipping.
Please check our Shipping & Delivery section for further information.
Tracking Number?
Once your payment is finalized and approved, your order will be processed, you will receive automatically all information about your order and your tracking number once your package is shipped.
What shall I do if my order is late?
Please just contact us hello@jayspecs.com. We will assist you with whatever you need.
What about duties or taxes?
Jay Specs is not responsible for any duties or taxes added to your order in the destination country. If this happens to be an issue, please just contact us, we'll find a solution for you.
Jay Specs Glasses arrived damaged, what should I do?
Please contact us at hello@jayspecs.com and we will solve your issue immediately.
RETURNS & REFUND
What are the return conditions?
Our return guarantee entitles you to return the product for a reason and picture to illustrate the reason. Please open your package and check if your Jay Specs meets your requirements and if there is any problem you must contact us within 7 days after you received it. All original packaging, price labels etc. shall be returned with the product without having been tampered with.
I want to return my Jay Specs. What should I do?
Please Contact us at the first place and return your Jay Specs for a reason, as long as item & packaging is returned in perfect condition. You can also contact us at hello@jayspecs.com to arrange your return.
When will I get my refund?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify whether your item is subject to approval or rejection. If you are approved, then your refund will be processed, then your credit will be applied automatically over the original payment method, within 7 days after we receive the returned item.
Can I cancel or change my order?
In case your order hasn’t been processed yet, it is possible to change or cancel your order. However, from the moment your order has been processed it is not able to change or cancel your order.
I am missing one or two of my Jay Specs from my received order. What should I do now?
Please don´t heat your head about it. We do partial shipping to ensure you have the fastest shipping time as possible, orders are occasionally shipped out separately to your doorstep.
PAYMENTS
What payment methods do you accept?
We most of the payment methods, such as Apple Pay, Google Pay, Paypal, Master, Visa, Amex through our secure payment gateway.
What about Western Union or bank transfers?
Sorry, we don’t accept Western Union or bank transfers.