Customer Service Policy

Jetboil Johnson Outdoors Shop is committed to providing reliable, helpful customer service to every adventurer who visits our website. We know that when you are planning a trip or a stove fails, you need answers quickly. This policy outlines what you can expect from our team and how we will handle your questions.

Response Times
Our customer service team operates Monday through Friday, excluding major U.S. holidays. We respond to all email inquiries within 24 business hours. Emails sent after 5 PM Eastern Time or on weekends will receive a response on the next business day. For urgent issues related to missing packages or defective stoves, please mark your email as urgent in the subject line.

Contact Methods
You can reach us at support@jetboiljohnsonoutdoorsshop.com for all questions, concerns, or feedback. We do not offer phone support at this time. Email allows us to document your issue accurately, provide written instructions for returns or warranty claims, and maintain a clear record of our communication. Please include your order number and full name in every email.

What We Help With
Our team assists with order status inquiries, product compatibility questions, return and refund requests, shipping issues, and billing problems. For technical questions about stove operation or maintenance, we will direct you to the official Jetboil user manuals. For warranty claims on defective products, we will help you start the manufacturer warranty process.

Our Promise to You
We promise to treat you with respect and honesty. We will never hide shipping fees or make refunds difficult. If a package is lost in transit, we will file the claim and work to resolve it. If we make a mistake, we will admit it and fix it without argument.

What We Ask From You
Please provide your order number and a clear description of your issue when contacting us. Photos of damaged items or incorrect deliveries help us resolve your case faster. Abusive or threatening language will not be tolerated, and we reserve the right to refuse service to anyone who behaves disrespectfully toward our team.