Frequently Asked Questions
Welcome to our FAQ.
Here you can find recurrent questions from our clients that can easily be solved.
If you have a question and can’t find it here, you can always open a support ticket on our Help Page, or feel free to contact our support at info@jemsystems.com.
Product Information
How do I know if you have a product in stock?
Items available for purchase are marked as “In Stock” on their product pages. If an item is not marked, it may currently be unavailable. Please feel free to contact us via chat, by phone, or by emailing us at insidesales@jemsystems.com to confirm availability or obtain the lead time.
How can I get a discount or quote on some items?
You can request a discount directly on the product’s page. If you’d like a personalized quote, just reach out to our team at insidesales@jemsystems.com.
I need to reorder some items I recently purchased. What should I do?
Log in to your profile, go to My Account > Orders > Order List, select Reorder, and choose the items you’d like to purchase again.
I need technical assistance for my project. What should I do?
If you need technical assistance, our sales team will be happy to help. You can reach us by phone or email at insidesales@jemsystems.com
Order Status Information
Where can I see my order status?
Log in to your account, head over to the Orders section > Order List, and you can view the status of every order you’ve placed with us.
Was my order already shipped?
Log in to your profile, open the Orders section , and select the purchase you’d like to view. If the order status shows as “Closed,” it means your order has been shipped and a tracking number will be available.
I need to change the billing/shipping address on my order. What should I do?
During checkout, you’ll be able to fill out your preferred shipping and billing address for that specific order. If you accidentally placed the order with the wrong address, please contact us as soon as possible by phone or email us at customerservicegroup@jemsystems.com.
Can my order be expedited?
If your order hasn’t shipped yet, we may be able to expedite it. Please contact our Customer Service team at customerservicegroup@jemsystems.com to request expedited shipping. Please note that an additional charge will apply for this service.
Do you ship internationally?
Yes, we ship worldwide. For more details on international shipping, please reach out to our team at insidesales@jemsystems.com
Can you do partial shipping for my order?
If some items in your order are on backorder and you’d prefer not to wait, we can arrange partial shipping for the items currently in stock. Just give us a call or email us at customerservicegroup@jemsystems.com to set it up.
How long will my products be on backorder?
Our Customer Service team reaches out to all customers with back-ordered items to provide the latest ETA. If you can’t find this information in your email inbox, please contact us at customerservicegroup@jemsystems.com, and we’ll be happy to assist you.
I need my order to be canceled. What should I do?
You can request a cancellation by contacting our Customer Service team at customerservicegroup@jemsystems.com, or alternatively, give us a call.
Tracking my Order
How can I track my order?
Log in to your account and navigate to My Account > Orders. If your order has been shipped, a tracking number will be displayed. By clicking on the tracking number, you’ll be redirected to the carrier’s tracking page
I have a tracking number, but it’s not working. What should I do?
If your tracking number was created within the last 24 hours, please allow a few hours for the carrier’s system to update. After pickup, it may take some time before tracking information becomes available. If more than 24 hours have passed and the tracking has not been updated, please contact our Customer Service team at customerservicegroup@jemsystems.com
I have a tracking number, but it stopped working. What should I do?
Your shipment may be delayed due to weather conditions or other unforeseen issues. Please contact our Customer Service team at customerservicegroup@jemsystems.com, and we will check the status with the carrier for you.
Warranty and Returns
How can I return my order?
Please contact our Customer Service team at customerservicegroup@jemsystems.com. They will request some basic information, such as your order number, reason for the cancellation, and pictures. For more details about our return process, you can review our full policy here (link).
I received a damaged/defective item. What should I do?
Please contact our Customer Service team at customerservicegroup@jemsystems.com. They will give you the next steps to get this problem fixed as soon as possible. For more information about our warranty policy, please check our Terms and Conditions page.
Where can I see the return status of my order?
Once we receive the returned material at our warehouse, a member of our Customer Service team will reach out to you through email.
Financial Information
Where can I see the invoice for my order?
Log in to your profile, head over to My Account > Invoices, and you’ll find all your purchase invoices in one place.