Frequently asked questions


What are your office hours?

Office hours are Monday to Friday from 8:00am to 4:30pm PST. We are closed for weekends and holidays. We highly recommend talking to us through our Live Chat for faster service, but you can also email or call us toll-free at 1-877-995-8367 and we will respond promptly to your request during office hours.

What stores can we find Jack & Lily shoes in?

While our store locator is undergoing updates, you are welcome to reach out on our Live Chat or email us at Tell us what city you’re in and we will let you know which Jack & Lily retailers are in your area!

Ordering Informaton

Are your products taxed?

No tax will be added to orders shipped to the United States or other destinations outside Canada.  A goods and services tax of 5% (GST) will be added to any purchase shipped within Canada, except for purchases shipped to Newfoundland or New Brunswick which will be charged 15% HST.

What payments are accepted?

We accept Visa, MasterCard, American Express, PayPal, Apple Pay & Google Pay

Which currency is your product priced at?

All Jack & Lily products are priced in U.S. dollars for customers outside of Canada and CAD dollars for customers within Canada.

Do you take orders by telephone?

Yes! To order by telephone, call us toll-free at 1-877-995-8367. Our hours are Monday to Friday, 8am to 4pm (Pacific Standard Time).

How will I receive my order confirmation?

After ordering, you will receive an email confirmation from Jack and Lily outlining the details of your order, including a tracking number.

Can I purchase a Jack & Lily gift card?

Absolutely! Please visit our E-Gift Card page for information.

Do you offer price adjustments on Flash Sale items?

Please note that our flash sales change every week and the prices are only valid during those specified dates. For this reason, we cannot extend sale dates, or price adjust.

Our Collection

How should I clean my Jack & Lily shoes?

We recommend using a damp cloth and mild detergent to clean your Jack & Lily’s. However, suede styles should be cleaned with a suede or leather cleaner and a suede brush. Please air dry your shoes to keep them in prime condition!

What size should I order?

Jack & Lily has a unique sizing system. However, because children grow at different rates, it is important to measure your child’s feet to make sure you are buying the best size for them. Visit our Sizing Page for information about how to measure your child’s feet (it’s easy!) and how to determine their Jack & Lily size. **Please note: My Mocs and My Shoes fit differently. Please check the appropriate sizing chart before placing your order**

Will Jack & Lily shoes fit my baby’s extra wide/narrow/chubby feet?

Yes! Our shoes are designed to fit a wide range of sizes and widths of little feet.  In fact, customers tell us all the time that Jack & Lily is the only brand of shoe that fits their child’s extra-chubby/wide/narrow feet! Our hook and loop closures ensure a secure fit each and every time, and wide foot openings make them a breeze to put on.

What is the difference between My Mocs and My Shoes?

Jack & Lily My Mocs feature our signature Super-Flex rubber sole (just crumple them up into a ball and watch them bounce back again), while My Shoes feature our Natural-Flex rubber sole (a firmer sole which is still extremely flexible). Both lines are designed to provide full foot flexion, which enables healthy foot development.
For detailed information about each line please visit our Healthy Feet page.

What materials do you use?

The uppers of our shoes are a combination of genuine and vegan leather. Our inner soles are genuine suede and our signature flex-soles are comprised of 100% recyclable thermoplastic rubber (TPR). Our decision to collectively use genuine and vegan leather was a result of the rich textures and increased versatility that vegan leather offered to both our collections and our customers. We proudly hand-select both our leather and vegan leathers to ensure that it is the highest quality and condition. All of our materials are tested annually to ensure they are 100% safe and non-toxic.

What are your suede styles made of?

Our suede collections are 100% genuine suede.

Are your My Moc Boots and My Boots rain and snow proof?

Both of our boot lines are great for keeping little feet warm during the winter and our TPR soles provide traction and protection. During the colder seasons, many parents enjoy using our shoes when carrying or strolling their little ones around, or if they’re playing outside on a dry (but chilly) day. However, as the hook and loop closures extend all the way down to the sole in order to make it easy to put on and take off, they are not 100% waterproof.

Privacy & Security

What is Jack & Lily’s purchase agreement?

By using our website or purchasing a product from us, you agree to the collection and use of information as set forth in this privacy policy. We may from time to time update this policy. We will post any changes to our policy on this page so that you are always aware of what information we collect and how we use it.

Where can I find your Privacy & Security information?

You can find all pertinent privacy & security information on our Privacy & Security page.

Can I shop safely and securely?

Enjoy secure shopping at Jack & Lily. Your credit card transactions are safe, secure and protected by GeoTrust SSL encryption.

Shipping & Returns

Do you ship internationally?

Yes! Jack and Lily will ship anywhere in the world.
We estimate time of arrival to be between 1-2 weeks. Packages are shipped by Canada Post and will be picked up from the destination country’s postal service when it enters that country.  Please visit our Shipping & Returns page for rates and information.

What are your shipping rates?

Please visit our Shipping & Returns page for rates and information.

What is your return/exchange policy?

We want you to love your Jack and Lily product. If you would like to return or exchange an item purchased from our website within 60 days, we are happy to replace it with another selection or refund to the original payment method. Please visit our Shipping & Returns page for information about how to return or exchange your shoes.

Has my order been shipped?

Following your purchase you will receive an email Order Confirmation, which confirms that your order will be shipped within the next 1-2 business days. When your order has been shipped, you will receive an email from Canada Post with your tracking number. If you do not receive a tracking email, please contact us via Live Chat or at with your purchase order number and we can look it up for you.

I think my shoes have a flaw – what should I do?

Despite our best efforts, occasionally mistakes happen. If you think there’s something wrong with your pair, please notify us within 7 business days of receiving your purchase so we can help you!

I received your shoes as a gift, but I need to exchange them.

In order to exchange an item that you received as a gift, the item must have been originally purchased from our website within 60 days. Please visit our Shipping & Returns page for information about how to exchange your gift.

Where can I find the return/exchange forms?

If you would like to return or exchange a product, you can download and fill out a return/exchange form in advance here:

Canada | USA | International

After you fill out the form, please contact our customer service department  by emailing or calling toll-free 1-877-995-8367 with your purchase order number to start the process.

Do you offer tracked shipping?

Yes, tracked shipping is automatically provided on all USA, Canada and most International orders.

Can I return or exchange sale items?

We gladly accept returns/exchanges on Outlet and Flash Sale items as long as they were purchased from


How do I become a Jack & Lily retailer or agent?

Click here if you are interested in becoming a Jack and Lily agent or would like to receive information on how to get Jack and Lily in your retail store. You can also send an email to, or call us toll-free at 1-877-995-8367.